While the benefits of migrating to Office 365 are clear and worthwhile, it is important to consider all the factors prior to, and during the migration. One important factor is compliance and security. Ensuring that the migration complies with all security guidelines is key to avoiding costly issues in the future. When planning the migration, focus on these key security and compliance issues:
User access: planning your organization’s approach to user access requirements well in advance will help to eliminate last minute issues as the migration comes to a close. Consider your organization’s current approach to user access and security and plan the migration to comply.
Email security: ensuring that your organization’s e-mail security requirements are met is vital to the success of the migration. Consider the many facets of email security, including virus filtering, malware detection, email encryption protocols and spam filtering.
Disaster recovery: your organization likely maintains specific disaster recovery policies and procedures. Making sure that the migration and its resulting applications adhere to these guidelines is imperative.
Backup and archiving: your organization’s backup and archiving requirements may go beyond those offered by Office 365. Consider your backup and archiving needs and take action to put the proper systems in place.
Governmental guidelines: many organizations, including financial and healthcare companies, operate under strict governmental guidelines. If state or federal statutes govern your organization, be sure the migration meets those mandates.
Mobile device use: in the “bring your own device” era, ensuring that your applications cannot be compromised by mobile device usage is imperative. Consider mobile device usage carefully when planning the migration to the cloud.
Avtex can help you with your migration to the cloud, ensuring all proper compliance and security factors are addressed.
At Avtex, we understand the importance of developing a true omni-channel experience. Our years of experience and strong partnership with Interactive Intelligence have helped us become leaders in helping optimize every point of interaction for your customers.
We are happy to announce that Interactive Intelligence has been recognized as a leader in the new Gartner Contact Center as a Service Magic Quadrant Report. And they’re not just a leader – Interactive Intelligence is positioned furthest overall in completeness of vision, which included evaluations of market understanding, product strategy, and innovation among other areas. And this is their 7th straight year being recognized – and they are the only company to be positioned in the leaders quadrant for both reports.
Download the report here.
As technologies and strategies evolve, so must the people implementing them; a dedicated team with proper staffing and leadership is the most significant parameter needed for success. To be effective, CX employees require a wide range of hard and soft skills, including:
Communication skills: Being able to talk with customers on the phone isn’t the only skill CX employees need. The CX representative of tomorrow will need to be able to communicate with customers via a wide range of channels, and must be able to gather and interpret information quickly and effectively.
Technology aptitude: The contact center of tomorrow will rely upon a wide range of technology, from powerful software to video conferencing equipment. CX employees must have the ability to interact with complex technology on a daily basis.
Creative: As customers continue to demand swift issue resolutions and instant answers and it becomes harder and harder to grab their attention, CX employees must be able to solve problems in logical and creative ways. CX employees must be able to consider the many details of a situation and brainstorm strategies to find ways to engage and interact with consumers.
Conflict resolution: Customers who encounter issues with a product or service may become frustrated and angry. CX employees must have the patience and flexibility to communicate with argumentative customers while attempting to resolve the customer’s issue.
A proactive approach: To offer the best possible customer experience, employees must be proactive in their communications and their issue resolution efforts. The more proactive an employee becomes, the more effective they become at engaging customers and handling issues quickly and effectively.