Migration Strategies

This section is dedicated to providing migration strategies, tips, and information for businesses with an existing contact center provider that are transitioning to Zoom Contact Center. Strategies included within this section may vary in relevance depending on the size of your company and deployment, but are intended to provide a helpful perspective regardless of your business’ size.

Zoom Professional Services and Certified Channel Partners Can Help

Zoom’s Professional Services Organization (PSO) and certified channel partners offer businesses assistance with transitioning to Zoom solutions, including Zoom Contact Center. These groups can help businesses assess their transitional needs, develop and implement deployment plans, and provide on-site technical services during the Go-Live process.

With multiple tiers of service available, Zoom’s PSO team can help transitioning Zoom Contact Center customers with the following services:

• Architecture & Design

• Use Case Analysis

• Implementation Support & Strategy

• Porting & BYOC Migration

• Implementation Guidance

• Data Review & Optimization

• Network Readiness Review

• Provisioning & Configuration

• Hypercare: 10 Days of Post Go-live Support

Before You Go Live, Test Your Flows With New or Unique Numbers

Before going live with Zoom Contact Center, it’s a good idea to test your Flows using new or unique phone numbers. This can help ensure your contact center is set up correctly.

Most issues or errors in the consumer experience tend to stem from Flow configurations, rather than the number of agents available, so having agents ready to test is not often needed. By testing with a separate number from your main contact lines, you can verify that everything is routing and functioning as expected. This way, as your go-live date approaches, you can be confident that your configuration is properly configured.

A Phased Approach: One Department and One Channel at a Time

If you’re transitioning a large number of users to Zoom Contact Center across multiple teams, departments, or channels, taking a phased approach of one department and one channel at a time can help minimize risk and ease the adjustment process.

For instance, you might start by migrating the sales department over the voice channel, followed by messaging, email, and video (or in any order that suits your needs). Once the sales team is fully onboarded, you can repeat the process for the support department—voice, messaging, email, and finally video—and then move on to the next team.

This step-by-step approach gives you the opportunity to ensure that each channel’s workflows are running smoothly and allows you to identify common questions, challenges, or issues, which will be helpful as you prepare to onboard additional departments.