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15 minutes that accelerate your cloud migration projects
Are you looking to try out our automated validation and monitoring tools?
We offer a full technical demo of ETS and if appropriate a demo lab where we can set you and your customer up with an instance which includes test minutes on the account, so you can get your hands on the tools and see the benefits for yourself.
To get you set up, let’s have a conversation to look at your specific requirements and identify how we can ensure that you are perfectly positioned to bring your on-prem or new customers over to the cloud to deliver the best solution, cost-effectively.
On the call we will:
- Clarify your goals
- See how ETS can help you to achieve your goals
- Provide the next steps
Pick the best day and time for us to have a call with you, using the calendar and completing the form.
How can you calculate the value of migration validation services to ensure that this vital part of the process isn’t pushed to one side in order to reduce costs?
There are a number of different factors that are impacted through a poor migration strategy: increased agent costs; increased wait times; higher staff turnover; increased recruitment and training costs; missed revenue opportunities; lower Net Promotor Score (NPS); reduced customer churn.
If we look at the Customer LTV (Lifetime Value), we can quickly determine how many customers would need to be negatively impacted through a poor migration strategy to justify the need to validate the experience before switching over.
In the vast majority of cases, the number is in the single digits (If we factor in a reduced NPS this number is even lower). Less than 10 customers would have to take their business elsewhere before the impact of a poor migration outweighed the cost of a migration assurance service.
Typically validation testing makes up less than 1% of the total contract value.
Example problems identified by Occam users:
We understand that migrating to a new contact centre can be a daunting and potentially time-consuming process. Being reliant on a number of different vendors to all come together to deliver the required customer experience can be a complex and difficult task.
That’s why we’ve created our migration assurance options to ease the transition to Cloud.
Whether you’re using our IVR discovery and importing tools or our performance assurance services, the various features available to you through our Experience Testing System (ETS) will ensure that your project remains on time and within budget.
AI Guided IVR Discovery and Mapping
Visibility and AI driven validation of entire CX operations from your customers perspecive
Auto creation of test scripts
Unlimited Functional Testing & Monitoring
The tools and features within Occams' Experience Testing platform deliver advantages and efficiencies throughout the migration, from initial planning through to deployment and monitoring of the live environment for long term gains.
Let’s see how it works:
Occam accomplishes a smooth migration by first baselining the contact centers current environment by mapping the existing IVR and documenting current applications that can be shared internally with all teams working on the project. This benchmark and discovery phase allows you to measure current operations to demonstrate areas of improvement that can be delivered when migrating.
Once imported, our Experience Testing System automatically creates tests based on the original on-premise configuration or, if updated, of the new cloud deployment. From here you can evaluate, optimise and improve your IVR design.
With fully editable test scripts in place, you're able to continually test systems from the perspective of the customer throughout the development process allowing you to accelerate development while assuring quality.
Once development and functionality testing have been completed, Occams' verification service mimics high volume customer interactions and interrogates every element of the customer experience from the initial connection with your carrier all the way through to the performance of the agents' tools to ensure that all systems have been built, and are operating, to specification.
Finally whether in pre-production or production, the ETS monitoring feature allows you to continue to perform proactive consistent testing from the perspective of the customer. Any issues will be flagged, allowing you to resolve them before they create a negative impact, ensuring system stability and that the desired customer experience is consistently delivered.
Accelerate the transition over to cloud and, once deployed, provide continual insights and feedback to add value for your customer with the Occams' Experience Testing System and assurance packages.
Map out a customer's existing contact center operations from the perspective of the customer and document an accurate and up to date overview of the customer’s existing operations in a format that can be exported and shared.
Test scripts are automatically built from the data captured within Architect and can be executed to ensure systems are operating as expected from the perspective of the customer.
Test continually throughout deployment to keep the process on track and to help to reduce the time and cost to deliver the migration.
Replicate peak traffic conditions across the customers entire infrastructure to understand how the new deployment operates.
Ensure that platforms continue to operate as expected through proactive monitoring of the environment.