Today’s contact center environment has undergone a vast and swift evolution over the last few years. Between a sudden shift to remote work during the pandemic and a mishmash of technologies as services become cloud-centric, providing a stable and streamlined customer experience (CX) has prompted many organizations to consider migrating their remaining on-premise services to the cloud.

Overcoming migration hesitancy

Despite hasty adoption of cloud technology, according to a 2021 Deloitte and Google report, 92% of surveyed businesses reported using on-premise legacy systems and applications to support their contact centers.  Surprisingly, in that same report, only 25% of businesses had fully switched to cloud-based contact center tech. Trepidation with shifting these services to cloud platforms could be attributed to costs and potential business disruptions. While upfront costs of migrating contact center technology to the cloud can be substantial, the cost-savings on maintenance alone in the long term make the move worthwhile and interruptions to operations can be reduced or removed altogether with a solid migration plan in place that includes contact center technology monitoring and testing.

If your organization maintains legacy or hosted customer contact systems, you know the high cost and resource overheads involved with manual testing practices. Applying these outdated testing methods for a migration can vastly increase the scope and cost of an already monumental undertaking. Thankfully, much like contact center technology itself has skyrocketed into the future, so have testing methods and solutions. Automated monitoring can provide actionable insights throughout the migration life cycle, streamlining the process, accelerating timelines, and reducing the risk of rollbacks.

The secret sauce of migration technical assurance

Ensuring stable, successful migrations requires a combination of three different testing methods—regression testing, load testing, and CX monitoring—each of which supports different aspects of your migration.  

Regression Testing

This type of automated testing acts as a safety net during the development phase of your migration, as well as quality assurance (QA) and user acceptance testing (UAT) phases and can integrate directly into your DevOps environment. It enables proactive identification of problem areas, enabling you to address them before cutover, effectively reducing testing times by over 50% and costs by more than 80% over manual testing practices. This type of automated testing facilitates more thorough and accurate QA, accelerates testing and change management timelines and increases speed-to-market.

CX Monitoring:

Automated contact center technology monitoring enables you to swiftly identify and correct common technology issues including lengthy delays, dropped calls, incorrect prompts, data dip errors and garbled audio. Maintaining a high level of technical assurance for your customers before, during and after migrations means fewer headaches for your team and agents by reducing call times and delays, repeat call attempts and incorrect call routing.

Load Testing:

Assuring that your new environment can easily handle heavy traffic during high call volume periods will prevent unnecessary downtime due to load latency or critical failures. Since contact center systems can have hundreds-to-thousands of ports and even more internal call or chat pathways, Load testing allows you to thoroughly check your systems by simulating real-time engagements at peak volume. This type of testing can also reveal hidden issues with infrastructure, third-party software integrations or telco issues so you can adjust, correct, or repair prior to that all-important cutover.

The right people in your corner

Migrating contact center technology to the cloud is undoubtedly a complex and daunting project with many moving parts, which is why it’s best to work with the right experts to ensure successful outcomes. Engaging a talented migration architect will ensure you’re getting the technology you need based on your specific business needs, while an experienced testing partner will provide the safety net of technical assurance. By selecting a dedicated, experienced testing partner, you can provide the assurance your business needs and customers deserve, optimizing your operations for the best possible experience for both staff and clients.

To learn more about how TekVision can work with you to secure and maintain optimal CX technical assurance throughout your migration cycle and beyond, reach out and let’s start a conversation.