The public cloud hasn’t yet become the most popular place to host a customer engagement center — but it will. The shift is inevitable, as the benefits of migrating a customer engagement center to the public cloud are simply too powerful to ignore.
The move can bring many of the same benefits as other cloud migrations, including increased scalability and flexibility as well as the ability to shift from a capital expense (CAPEX) financing model to an operating expense (OPEX) model. Perhaps even more important, a cloud customer engagement center allows organizations to rapidly adopt new services, which get pushed out automatically as vendors update their products. The ability to roll these out as they become available is extremely valuable.
Still, moving to a cloud customer engagement center isn’t a matter of a simple lift and shift. Here are four steps organizations should take to successfully migrate their customer engagement centers to the public cloud.