Top mistakes when migrating from on-prem to CCaaS — and the playbook that gets it right.
Migrating from Avaya or Cisco on-prem to a Cloud Contact Center (CCaaS) like Five9, Genesys, or Zoom seems straightforward. Yet, 30% of these projects stall or fail.
Mistake 1: Ignoring the Network
Voice over Internet is unforgiving. If your agents are working from home on bad Wi-Fi, the best CCaaS platform in the world will sound terrible. We mandate a "Network Readiness Assessment" that tests latency, jitter, and packet loss from agent locations before migration.
Mistake 2: "Lift and Shift" Design
Recreating your exact 10-year-old IVR menu in the cloud is a wasted opportunity. Cloud platforms offer AI-driven intent recognition. Instead of "Press 1 for Sales," use a conversational IVR: "Tell us why you're calling."