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Businesses that move their automated voice applications to the cloud gain a strategic advantage by allowing them to devote time and resources to improving their voice-based customer service instead of spending time and money maintaining complex legacy systems. This frees them to build better caller experiences, personalize automated applications and improve contact center ROI by increasing automation rates and reducing customer frustration.

The benefits of migrating to a cloud IVR system are appealing to any company that uses automated voice services, such as being freed from maintaining infrastructure, updates and security, while gaining access to better technology that’s always up-to-date. Still, companies considering migration often worry that their existing infrastructure and assets won’t transfer to a new system. Fortunately, today’s technology makes integration with any existing computer-telephony integration (CTI), database, or telecom system possible while maintaining data security.

Integrating with existing systems requires a detailed technical review of the systems that the IVR will connect to. This means outlining how the system stores data and establishing what security protocols the system needs for integration and transferring data. The process of integrating legacy and cloud systems takes time and careful planning. Creating a detailed migration plan that addresses all the concerns, requirements, and necessary steps ensures a smooth transition that mitigates the risks involved in the move.

Once a plan is in place for the getting the systems and infrastructure going, the remaining piece of the puzzle is the code itself, which needs to be re-written into VoiceXML. Granted, reworking the code is an investment, but it’s a worthwhile one. VoiceXML is an open-standard, which means that the new code will be portable and any investment made in re-writing it for the cloud migration will not be tied to one vendor. Because VoiceXML is similar to HTML, companies with the resources to develop dynamic web applications can easily leverage those same skills in building their IVR applications.

Transitioning from a legacy system to the cloud may also be the perfect time to review entire call flows and make improvements to the system. You can rewrite the code to take advantage of new features and improve customer experience.

Migrating to the cloud can be a daunting task, but an experienced IVR vendor like Plum Voice, which has assisted hundreds of companies through this process, can address any concerns that you have, offer ongoing support and services, and help your business maximize its ROI.

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About   

Jennifer Saksa is the Marketing Manager at Plum Voice.

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