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Making the switch from on-premise to a cloud-based contact center

Making the switch from on-premise to a cloud-based contact center

The ‘Cloud’ is surely the number one IT buzzword of the past ten years. But of course, the concept is no passing fad. The cloud represents arguably the most fundamental adjustment in IT practices in recent years. But what is it, and what does a cloud-based contact...

Is Buying From Legacy Brands Still the Safest Choice?

Is Buying From Legacy Brands Still the Safest Choice?

Buying from the large players was often perceived as the safest choice. Why? Because going with the trusted legacy brand was seen to offer the most security, reliability, and quality. The risk of embarking on large projects often exposed decision-makers because they...

Contact Center Cloud Migration Testing: Everything You Need To Know

Contact Center Cloud Migration Testing: Everything You Need To Know

Are you moving your contact center platform to the cloud? With over 50% of contact centers taking this step, you’ll be joining a rapidly growing community. If you’re still unsure, here are five clear benefits of cloud-based platforms. They: allow an omnichannel...

5 Contact Centers Trends to focus on in 2021

5 Contact Centers Trends to focus on in 2021

2020 was clearly a year of unprecedented challenge for Contact Centers throughout the world. These challenges have constituted more than a series of simple operational adjustments. The global pandemic has forced Contact Centers to face head-on the reality of...

How to Ensure a Smooth Contact Center Cloud Migration

How to Ensure a Smooth Contact Center Cloud Migration

A contact center cloud migration will have you juggling many moving parts. You have an existing tech stack (okay, so that part might not move so much) to consolidate, stakeholders to reassure, and, above all, customers to keep happy. Minimal disruption to service is...

Cost-Effective Cloud Migration Testing Technology

Cost-Effective Cloud Migration Testing Technology

The decision to switch your call center technology to the cloud won't be one you'll take lightly. You'll have weighed up the numerous benefits, from massively improved functionality to reliability and accessibility, with everything geared to enabling your employees to...

Best Contact Center Cloud Software

Best Contact Center Cloud Software

Many contact centers are taking the leap from on-premise infrastructure to a cloud-based operations model. Soon, this transition will be less of an option to mull over and more of a ‘must do’ to remain competitive. In this article, we’ll first look at the benefits of...

How to Monitor Agent Connectivity within Genesys Cloud

How to Monitor Agent Connectivity within Genesys Cloud

As an ever-increasing number of organisations shift to Genesys Cloud and realise all of the benefits a CCaaS platform offers, the move to cloud can create a significant challenge for IT teams that are used to having complete visibility and control of their underlying...

How To Add Value To Your Cloud Migration Services

How To Add Value To Your Cloud Migration Services

When helping contact centers migrate to the cloud, optimizing their functionality is an essential part of the process. Demonstrating how you're going to deliver on your promises – now and in the future – is a key part of building an ongoing relationship. You'll be...

4 Tips to a Successful Contact Center Cloud Migration Plan

4 Tips to a Successful Contact Center Cloud Migration Plan

When proposing a cloud migration project to a contact center, it's important to put their concerns and objectives at the forefront of your planning. Many would argue that digital transformation (DX) is inevitable, and simply start listing the necessary steps and...

Overlooked Benefits and ROI of a Cloud Contact Center

Overlooked Benefits and ROI of a Cloud Contact Center

Cloud contact centers are part of the digital transformation many businesses are undergoing right now. It's a natural move towards more cost-effective solutions that support the growth and high-quality service delivery that companies aim for. The limitations of...

Call Center Cloud Migration Checklist for Project Scoping

Call Center Cloud Migration Checklist for Project Scoping

The need for consistent, high-quality customer service across various communication channels and evolving technologies is prompting contact centers with on-premise hardware to move to the cloud. As consumers’ expectations are constantly rising, delivering an...

Automated Functional Testing for Contact Center Cloud

Automated Functional Testing for Contact Center Cloud

When delivering a successful migration for your cloud-based contact center clients, part of your role as a value-added reseller or systems integrator will be to check all functionalities of the CX environment. It's up to you to ensure that the client's specifications...

Contact Center Cloud Migration Strategy: Validation Testing

Contact Center Cloud Migration Strategy: Validation Testing

Contact centers expect a smooth migration as they move to a CCaaS (Contact Center as a Service) solution. Automated validation testing and monitoring is crucial for a successful cloud migration strategy, so it's just as important for resellers to ensure it's part of...

How Automated Validation Enhances Cloud Migration Process

How Automated Validation Enhances Cloud Migration Process

As the contact center landscape continues to evolve, an ever growing number of organisations have started to focus on migrating from traditional, on-premise contact center operations to the cloud. For many organizations, the contact center is the face of the brand and...

ROI of Validation Testing for Cloud Migration Projects

ROI of Validation Testing for Cloud Migration Projects

To remain competitive and provide the expected customer experience, more and more organisations are looking at cloud contact center solutions – and to you, as a partner, to support their cloud migration projects. To support your customers in the best way possible, as...

Cloud Migration Testing Technology Without the Price Tag

Cloud Migration Testing Technology Without the Price Tag

Occam provides AI driven customer experience mapping and validation testing to their customers and to their partners through our experience testing system (ETS). Adopting automated validation and monitoring into your technology set ensures that you are perfectly...

Features and Capabilities for Migrating to a Cloud Contact Center

Features and Capabilities for Migrating to a Cloud Contact Center

If you're migrating to a cloud contact center, you'll want to equip yourself with the tools and technologies to make the transition as smooth and effective as possible. At Occam, we help our clients make the leap by preventing avoidable setbacks through our advanced...

Why Call Center Ops Managers are Investing in Cloud and DevOps

Why Call Center Ops Managers are Investing in Cloud and DevOps

Call centers, for all their progress over the years, are often still viewed as traditional enterprises – internal stakeholders can sometimes contribute to this perception by clinging on to legacy systems and processes. An ever-increasing number of businesses are...

5 Issues Solved By Monitoring Your Contact Center Environment

5 Issues Solved By Monitoring Your Contact Center Environment

In the current climate, almost every day brings a new challenge for businesses. Contact centers have been at the forefront, handling unprecedented call volumes and queries for which most organizations don't have a protocol. Remaining efficient while adapting to the...

How Our Free Monitoring Software Can Help Remote Call Centers

How Our Free Monitoring Software Can Help Remote Call Centers

COVID-19 has thrown call centers into what is arguably one of the most testing times the industry has ever faced. A quick scroll through the social media pages of some of the world's biggest brands reveals streams of complaints from customers whose calls are...

Why load testing should be a crucial piece in your on-boarding process

Why load testing should be a crucial piece in your on-boarding process

To Err is Human…to Load is Divine! Customer : “We’d like to ensure our cloud contact centre operates to specification before we go live with a load test!” Cloud Contact Center Provider : No Need! Our contact center cloud solution is built with microservices and can...

7 Tips for Implementing a DevOps Infrastructure Successfully

7 Tips for Implementing a DevOps Infrastructure Successfully

The move towards a DevOps methodology for your call center is no small undertaking. There's no quick and easy road to creating an agile environment, but there are some key considerations that will help you along the way. In this article, we've listed seven useful tips...

Choosing the Right DevOps Tools

Choosing the Right DevOps Tools

Introducing DevOps methodology into your organization not only requires a cultural shift within the business, but for teams to adopt and implement the proposed new practices, they need the right tools that will fit into this model by helping to eliminate silos and,...

Implementing a DevOps Process for Your Call Center

Implementing a DevOps Process for Your Call Center

You're at the exciting stage where your call center is about to embark on the introduction of a DevOps methodology into your processes. It makes a lot of sense to implement this transformation in order to deliver better customer experiences (CX) and improve the...

DevOps Model for Call Centers: The Pros and Cons

DevOps Model for Call Centers: The Pros and Cons

In a typical pre DevOps scenario, even simple configurations would require management sign-offs and endless dialogue between operations and development teams. Thanks to advances in automated testing, however, repeatable processes become possible with minimal...

5 Considerations for Continuous Testing Tools in DevOps

5 Considerations for Continuous Testing Tools in DevOps

Thanks to the internet, social media, and the rapid pace of innovation, customer expectations are changing faster than some companies can keep up with. In a competitive market where customer service delivery significantly affects how brands are perceived,...

The True ROI of Test Automation

The True ROI of Test Automation

AI has significantly affected most industries. Over the past 25 years, call centers have experienced a huge transformation in terms of how they process customer information and the efficiency with which they respond to requests. Automation has enabled flexibility,...

How Occam’s ETS Platform Fits Into Your DevOps Approach

How Occam’s ETS Platform Fits Into Your DevOps Approach

If you're looking to optimize your DevOps approach, automation should be a priority. By providing stability within your framework, you will enable your call center to continually deliver a high-quality customer experience (CX). This is where essential functions such...

Why Effective IVR Testing Is Critical For Good CX

Why Effective IVR Testing Is Critical For Good CX

Delivering exceptional customer service is the priority of every business. When this crucial function is optimized, your organization will face fewer challenges and have more time and resources to dedicate to growth and development. Your goal is to create a symbiotic...

How Occam’s ETS Provides The Foundation For A DevOps Methodology

How Occam’s ETS Provides The Foundation For A DevOps Methodology

If, like many organizations, you currently work in a cycle of Development > Testing > Deployment, you will be all too familiar with the disadvantages of this process. The features of Occam’s ETS support DevOps teams in delivering continuous improvement and...

How to Stress Test a Call Center

How to Stress Test a Call Center

As your business grows, so does your call center’s incoming calls. How can you be sure your infrastructure is going to be able to take the strain? By creating a robust stress test schedule, you can have the peace of mind that your technology will be up to the job. Get...

9 Benefits of Automated Testing

9 Benefits of Automated Testing

Testing. We all know its not the most exciting part of a development project, but there is no denying how vital it is. There will come a stage in any growing contact center’s lifetime when a manual test is no longer sufficient, and automated testing needs to be...

Reduce IVR Testing Timescales With Automation

Reduce IVR Testing Timescales With Automation

In the early stages of your call center’s growth and expansion, manually testing your customer journey may have been the only option available at the time, either due to budgetary constraints or lack of available technology. However, in an age where customer...

4 Reasons Technical Teams Love Occam’s Experience Testing System

4 Reasons Technical Teams Love Occam’s Experience Testing System

A growing business with an expanding call center faces new challenges daily. If you’re part of the team responsible for delivering a great customer experience, you’ll certainly feel a lot of pressure and expectation to maintain and optimize the service and...

How Does the Cost of Occam’s ETS Compare with Competition?

How Does the Cost of Occam’s ETS Compare with Competition?

Your IVR/IVA, Natural Language applications and ACD systems are not set-and-forget technologies. Your customer's experience (CX) needs to be at the heart of how your IVR system processes incoming calls to your call center. Many businesses struggle to understand why...

4 Reasons Contact Center Technology is Like an Eternal Teenager

4 Reasons Contact Center Technology is Like an Eternal Teenager

Contact centre technology can be a complex beast! Like a moody teenager it can be unpredictable and prone to erratic behaviour that can leave you red in the face at best! What value can monitoring your contact centre technology really bring to your business? To try...

The Blinkered Approach to Contact Center Testing

The Blinkered Approach to Contact Center Testing

When it comes to buying a new car, you don't just look at the picture and take the word of Bryan (you can call be Bri!) the sales guy when he tells you how great the car is. You want to get behind the wheel and put it through its paces. You want to be sure when you...

Deploy a DevOps Methodology with Our Experience Testing System

Deploy a DevOps Methodology with Our Experience Testing System

Technology is the single most significant factor for the speed within which our planet continues to change. However, the approach organizations take to manage this continual change has taken some time to catch up. Even today, when the idea that you can increase...

How Automated Testing Saved Call Center Christmas

How Automated Testing Saved Call Center Christmas

Whilst unsavory scenes of people clambering over one another for the best Black Friday deals seems to have subsided in the UK, an ever growing number of UK retailers are embracing this US imported sales event and one point has become abundantly clear; Christmas...

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