Plan your roadmap
Make your cloud migration predictable
Priorities are clear. It's time to get going on a plan. Divide the migration process into phases to make it more manageable and predictable.
Determine your starting point
Divide your cloud migration into phases. By focusing on each phase through completion, you and your team will build confidence in the new processes and ways of thinking. You'll also gain success that you can share with stakeholders — and inspire them to try more.
Migrate your core contact center environment to the cloud without losing any functionality. Use an agile approach to implementation that applies a series of predefined sprint cycles to deliver baseline contact center service.
Start enhancing and optimizing. Extend your customer reach by offering access in multiple channels and proactively reaching out to customers as events occur. This might include developing context-based next-best actions, such as IVR, web engagement and routing.
Add sophisticated technologies that drive differentiation. Apply data and machine learning to personalize every engagement opportunity and rapidly improve response times. Try speech and text analytics that shape customer dialogues, sales and marketing efforts, staff coaching, and journey analytics for engagement analysis.
Routing is at the heart of cloud transformation. No more routing customers based on a limited number of attributes and a fixed number of predefined agent groups.
Cloud enables the use of machine learning to optimize KPIs by matching each interaction with the available agent or bot best able to handle it. Customers get faster, personalized, omnichannel experiences throughout their journeys — across all engagement channels.
The four approaches to routing
Explore routing options as part of your discovery process. With an integrated all-in-one omnichannel routing engine, customers, agents, supervisors and admins get the seamless experience they want.
First in, first out
With this standard approach, you might qualify routing instructions by “all skills matching XYZ” or “next-best proficiency.” When your priority is speed to answer, this approach disregards specific skills to get the customer to the next agent fast.
This casts a wider net over time by removing required skills if the customer wait exceeds a threshold. Use this if you prioritize differentiated service. Options include routing to the highest proficiency agent or one with the most training for this customer’s intent.
In your flows, you define which agents you’re targeting based on their higher rating, for example. Then over time, you expand to the next best agent. You can also choose a specific agent for a particular customer, based on their past interactions and success.
This artificial intelligence (AI)-based method targets specific KPI goals, such as driving down AHT. Based on all available data and knowledge, your routing process selects the right agent. Companies focused on improving business outcomes prefer this approach.
"Our digital transformation was all about designing a lasting, purpose-built CX strategy — internally and self-sufficiently. Genesys gave us the launch pad to do that, while enabling heavy customization and integration, to the point the platform is invisible to our agents."
Samit Patel, Head of Portfolio