Migrating Your Contact Centre to the Cloud
As a contact centre professional, you want to give your customers the experience they deserve. You want to give your team the tools they need to make customers happy. You also understand the need to be nimble, efficient, and integrated with other key systems. You know that contact centre platforms are moving to the cloud and you know your team will need to make that transition soon.
You also likely know that navigating that migration involves some heavy lifting and is likely more than you can handle while also running your current contact centre.
Here’s How We Help
You understand that migrating your contact centre to the cloud will require a significant investment of time. We’re here to help you, as an extension of your team. If you choose to work with us, our senior consultants will help you plan and implement a successful Contact Center as a Service (CCaaS) migration.
Each of our consultants is an experienced senior business leader and will lead your teams through our defined “FutureWork” process that will guide the planning, implementation, and coaching required to onboard a solution effectively. We help you remain focused on your work at hand, while facilitating a thoughtful assessment process that will arm you with the tools you need to do your job well.
Our Proven FutureWork Process
Our practice is built around our proven “FutureWork” process. Our unique process helps our clients define, plan, execute, and coach their teams through successful distributed work transitions, including technology migrations such as CCaaS. Our process is well defined and can be tailored to meet your organization’s specific needs. The framework will help you plan your team and customer input, and ensure the outcome is aligned with your function, budget, and schedule objectives.
Pre-Engagement -
No Charge Initial Consultation
Before any work begins, we like to meet with you in an online consultation to understand your needs and wants at a high level. This will help us understand your business together and identify how we can add value. We will then prepare a consulting fee proposal outlining how we will approach your migration project and what our fees will be. Our fees are typically spread across the life of the migration project.
Phase 1 - CCaaS Migration Stakeholder Engagement
Once we’ve joined your team, we will commence with our first and most important step - our stakeholder engagement meeting. In the initial stakeholder engagement, we will take your team through a guided conversation that will explore what you’re looking to achieve, critical integrations, understand the structure of your team and identify opportunities for improvement and growth. In larger projects, this may include multiple stakeholder sessions.
Key Deliverable #1: Stakeholder Engagement Summary Report
Upon completion of these sessions we will prepare a Stakeholder Engagement Summary Document for your review and endorsement. This ensures alignment around function.
Phase 2: CCaaS Concept Development
After conducting the Stakeholder Engagement sessions and confirming the functional needs and wants of your business, our consulting team will go away and begin preparing a concept for CCaaS migration. The concept will typically include an alignment of your needs with several prospective vendors in the market, a highlight of key functionality priorities, a preliminary migration project schedule and early stage costing and budget parameters. We will then print this initial concept to the Stakeholder’s Group for discussion and feedback to inform our path forward.
Key Deliverable #2: CCaaS Concept Document
Upon completion of these sessions we will prepare a Stakeholder Engagement Summary Document for your review and endorsement. This ensures alignment around function.
Phase 3: CCaaS Vendor Exploration
After streamlining the conceptual requirements, your consultant will integrate feedback gathered from your stakeholder group and prepare a summary functionality document to begin the exploration of solutions from various vendors.
This process normally includes:
1. Development of a detailed needs summary that will be shared with interested vendors
2. Invitation for vendors to present their initial concepts to our consultants for the purposes of verification and shortlisting
3. Invitation for shortlisted vendors to present their solutions to the client stakeholder team
4. Our consultant will lead your stakeholder teams through a guided discussion with the aim to rank and shortlist prospective vendors
Key Deliverable #3: CCaaS Vendor Selection Table
Our Vendor Selection table provide a simple framework to capture which of the vendors your team prefers, and why. This will be an important written record of your choice and provide clear justification for all of your stakeholders.
Phase 4: CCaaS Vendor Negotiation
Once your stakeholder group has reviewed the information presented by various vendors, our consultant will ask your stakeholder group to provide guidance on your preferred vendor and rank between 1-3 vendors for final negotiations. Based upon your guidance, our consultant will work with one or more of the desired vendors to explore and negotiate pricing and terms. Because our consultants are experienced on many projects, we bring a broader perspective to each negotiation and an ability to help you recognize opportunities for enhanced value. Ultimately all decision will remain yours, our role to facilitate the flow of information.
Key Deliverable #4: Pricing/Value Matrix
Upon completion of the facilitated negotiation with the shortlisted vendors, we will summarize the final offers in a Pricing/Value matrix that allows your stakeholder group to compare various points of value and price in a simple format. At this point, you are armed with the information you require to make a final purchasing decision. You will contract directly with the CCaaS vendors/service provider.
Phase 5: CCaaS Implementation and Facilitation
Once you’ve made your selection for the vendor of your choice, your Forte consultant will oversee the implementation to ensure your best interests are respected. We continue to act as your owner’s representative on the process to allow your teams to focus on the work at hand. We will report back and facilitate discussions with your project stakeholder group at regular intervals.
Key Deliverable #5: CCaaS Migration Implementation Plan
Your Forte consultant will work with the selected vendor to develop a detailed implementation plan with clearly defined milestones, thresholds, key deliverables, and workflows to ensure that your project is implemented with optimal efficiency and minimal schedule risk.
Our consulting team
Colby Harder - Founder and Principal Consultant
Colby is an experienced entrepreneur, business leaders, board member, and consultant. Working as an extension of your leadership team, Colby will help you identify opportunity for growth and improvement, mitigate risks, and engage your teams using his FutureWork process. Colby brings a bold vision for the future of work, its opportunity to improve your business in measurable ways, and the opportunity to help you outpace your competition. Colby loves coaching senior business leaders and helping you develop a clear vision of what the future of work means for your business.
Quincy Mittertreiner - Vice President and Senior Consultant
Quincy brings more than 30 years of telecom leadership, coaching, and consulting experience to his role at Forte, where he helps enterprise and public sector clients like you navigate your migration to cloud communications. Quincy brings a deep understanding and broad perspective to business communications and ties them to our larger FutureWork strategy. Quincy will help you engage your stakeholders, your teams, and guide you through a structured conversation that will help your business thrive.