Easily address scalability issues in a cost-effective way thanks to the cloud

The agility to meet demands while controlling costs is becoming even more crucial for organisations juggling peaks and troughs in traffic. The cloud provides a robust platform that combines security and reliability with flexibility that ensures an organisation maximises its resources and operational efficiency.

April 18, 2021 4 min of reading

The overview

A healthcare insurer wants to future-proof its operations by transitioning from legacy systems to the cloud. The COVID-19 pandemic crystallised the need to have flexible working models in place, along with the agility to quickly react to dynamic situations. Realising the importance of scaling up resources short-term, cloud migration is essential for this organisation.

The challenge

Ensuring continuity of service while increasing remote work capabilities for agents.

The healthcare provider wants to:

Have the capacity to scale up and down according to demands,
Find a CCaaS solution that adapts to their new hybrid working model and offers agents possibilities of working off-site,
Be prepared for every unexpected crisis or unplanned spike in customer traffic.

The solution

Cloud migration strategies must be tailor-made to an organisation’s needs and goals.

Step 1: Immersion

A process involving business and IT teams establishes a complete understanding of challenges and enables the customisation of cloud solutions for an organisation’s needs.

Step 2: Identification

Adjusting key processes so cloud migration achieves seamless integration with existing business applications through a wide range of APIs.

Step 3: Test

Ensuring a CCaaS solution is customised to meet customer experience and business goals.

Step 4: Deployment

The final phase of migration begins only once a CCaaS solution is fully tested and integrated.

The benefits

24/7 resilient contact center services

Easily absorbed peaks

Work-from-home ready agents

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