Communication tools are at the heart of operational efficiency and customer satisfaction, providing the edge companies need to stay ahead of their competition in today’s fast-paced and ever-changing business environment. Many organizations rely on unified communications (UC) platforms and contact center (CC) solutions to streamline internal collaboration and enhance customer service. Historically, these platforms have been hosted on-premises, giving IT departments full control over their management, security, and customization. However, as cloud technologies have advanced, businesses are increasingly realizing the benefits of migrating their UC and CC solutions to the cloud.
The challenge with modernization
Despite these benefits, many organizations are still hesitant to make the move. Whether due to legacy system dependencies, concerns about data security, or the perceived complexity of migrating complex integrations, delaying cloud adoption can expose organizations to significant risks, including lack of scalability, higher maintenance costs, increased downtime and service interruptions, security vulnerabilities and the inability to leverage advanced innovative features to keep pace with the way employees collaborate with each other and with your customers.
But the challenges associated with any migration can be painful and very disruptive. The complexity of moving legacy systems, integrating various backend systems, and ensuring a smooth transition often come at a huge (and often hidden) cost and a significant risk for any business. Those costs and risks are often unknown to business stakeholders who are leading the push to modernize. Challenges to modernization include:
1. Legacy Integrations
Many organizations have custom-built or highly tailored integrations between their UC/contact center solutions and other backend systems, such as CRM, ERP, or workforce management platforms. Migrating these legacy integrations to the cloud can be complex. In some cases, these systems may not be supported by modern cloud platforms, requiring significant re-engineering efforts.
2. Data Migration
For organizations with a large amount of historical data stored on-premises, migrating that data to the cloud can be a significant challenge. Not only does this involve ensuring that the data is transferred securely, but businesses must also ensure that their new cloud platform can process, organize, and make use of the data in a meaningful way. Data integrity and compliance are paramount, particularly for organizations in heavily regulated industries.
3. Downtime During Migration
Migrating a live UC or contact center solution carries the risk of downtime, which can impact business operations and customer interactions. A poorly planned migration could lead to service disruptions, affecting internal communication and customer service.
4. User Training and Change Management
User retraining and change management can be one of the most significant downsides of any migration. Users who have grown accustomed to a specific user interface or set of interfaces as well as specific features and workflows can be easily overwhelmed by a different user interface and set of capabilities and workflows to the point that they may resist the change.
5. Compliance and Data Sovereignty
Certain industries and countries have strict regulations regarding where and how data is stored. Migrating to the cloud may introduce complexities around data sovereignty and regulatory compliance that were addressed with the on-premises communications solutions.
There is a better way. It is possible to retain and continue to leverage your existing communications infrastructure investments while modernizing your communications toolset to support the modern way of working and collaborating as well as interacting with customers.
Modernize with C1CX
C1’s C1CX is a fully managed service that offers businesses a path to modernization that preserves their existing on-premises UC and CC infrastructure investments while allowing them to modernize their communications stack to take advantage of the latest collaboration and contact center innovations, including generative AI automations powered with C1 Elly. With C1CX, all the latest UC and CC capabilities can be layered on top of any existing infrastructure in a hybrid cloud model, empowering companies to modernize without the risk associated with ripping and replacing current technology investments.
C1CX Fabric supports over 200 deep integrations with communications and business systems as well as applications, creating an orchestration layer that preserves those existing integration investments, normalizes the entirety of an organization’s data and provides an effortless path to migrating those systems and applications to the cloud.
With C1CX, businesses now have the option to move gradually to the cloud and eliminate any operational disruption typically associated with cloud migration.
Introducing RingCentral Powered By C1CX
C1CX Powered By technologies are an integral part of how C1 delivers its C1CX solution, by providing modern UC and CC solutions from best of breed vendor partners and offering it as a fully managed service.
And today, we announced the latest addition to our C1CX Powered By vendor portfolio with the addition of RingCentral. RingCentral is a leader in cloud-based communications, offering a robust suite of cloud communication solutions and a simplified path to migration from on-premises to cloud communications.
RingEX delivers exceptional unified communications, empowering teams to collaborate more effectively from anywhere and on any device. With RingEX, employees can easily engage with colleagues and external stakeholders through voice, video, messaging, and file sharing, all within a highly secure and user-friendly platform. The solution integrates seamlessly with popular business applications such as Microsoft 365, Salesforce, and Google Workspace, streamlining workflows and reducing inefficiencies. RingEX’s mobile capabilities ensure that employees remain connected and productive, whether working remotely or on-site.
RingCX, a cloud-based contact center solution, is built to enhance the customer experience by leveraging advanced AI-powered tools, omnichannel communication, and real-time analytics. With RingCX, businesses can seamlessly manage customer interactions across voice, chat, email, and social media, all from a single platform. This provides agents with a holistic view of customer history, enabling them to deliver personalized and efficient service. The built-in AI tools, such as intelligent call routing and real-time sentiment analysis, empower businesses to improve responsiveness while enhancing customer satisfaction.
Combined, these RingCentral solutions delivered as part of the C1CX managed service provide a migration path for customers looking to modernize their unified communications and contact center capabilities. With RingCentral’s deep feature set, infused with AI, support for hundreds of out of the box integrations, and an extensive suite of PBX migration tools, as well as extensive support for existing PBX handsets, RingCentral Powered By C1CX is the right solution for any company looking to modernize without the pain and the disruption typically associated with a move to the cloud.
Learn more about how RingCentral Powered By C1CX can help your business modernize without risk.
