When your contact center provider announces end-of-life, switch to a cloud-based IVR solution

Sep 12, 2023

3 minutes, 36 seconds

Has your contact center announced end-of-life for its on-premises system? Perhaps you are looking at migrating to a new provider? If you answered yes, the feat could be more expensive than you think: new software licensing fees, implementation, and set-up costs, including data migration, integration with existing CRM, and customizing workflows, plus training your agents to use the new system effectively, and the inevitable cost of downtime.

Changing on-premises providers is also a time-consuming process that requires a thorough analysis based on your business requirements to accurately estimate the cost of transitioning. This is where switching to a cloud-based Interactive Voice Response (IVR) can help. Specifically, one with an AI-powered Communications Automation Platform (CAP) may be the easiest and most cost-friendly way to meet your immediate needs.

The big challenge

Changing contact center providers is no easy task. Transferring customer data, interaction history, and other relevant information to the new system without loss of information or corruption is critical, and ensuring data integrity, accuracy, and consistency can be challenging- especially when dealing with large volumes of data.

Many contact centers also rely on integrations with other systems like CRMs, help desks, ticketing systems, and workforce management tools. Ensuring a seamless integration can be complex and might require custom development.

Moreover, configuring the new system to match the specific needs and workflows of your business can be complex, and balancing customization with best practices and standard features is a challenge.

Before going live, rigorous testing of the new system is essential to identify and resolve potential issues, which can be time-consuming and resource intensive. Additionally, the process involves sorting out negotiations, contract terms, security compliances and vendor support during and after the migration process.

So, how can switching to an AI-powered, cloud-based IVR solution spare your company a migration headache and instead tap into its fullest potential?

Do you want to learn more about modernizing your contact center and accelerating customer engagement with generative AI and automation? Schedule an AI and automation Customer Interaction Intent Study with IntelePeer now.  

Modernizing your IVR with cloud technology

AI-powered, Communications Automation Platforms (CAP) deliver cloud-based IVR solutions that offer several advantages over on-prem systems. CAPs layer over the top of existing communications solutions, resulting in simplified integration and modernization. By operating in the cloud, they give you the ability to scale more easily, deploy new features and functionality more quickly, and collect and analyze data more effectively, hence reducing downtime and costs.

The cloud-based IVR solution allows you to scale your communications automation resources up or down based on demand, which is particularly useful for businesses with fluctuating call volumes or those experiencing growth.

One of the best features of cloud-based systems is the wide set of Artificial Intelligence (AI) technologies it offers –from machine learning to Natural Language Processing (NLP) – that have a massive and immediate impact on customer experience.

Integrating AI-powered systems gives you the possibility to provide more personalized and contextually relevant interactions to end customers, as generative AI can understand user intent and history, leading to more accurate and helpful responses.

The NLP capabilities of cloud-based solutions allow users to interact with the system through more natural speech patterns and phrases, hence improving user engagement. AI can also learn from user interactions over time and improve accuracy and effectiveness to deliver more efficient self-service options.

With an AI-powered solution, you will be able to unlock the power of Intelligent Virtual Assistants (IVA), with interactions that are more natural and human-like. IVAs can also understand conversational language and provide more relevant responses that will better engage and drive the desired end customers response.

So, if you are looking at changing contact center providers, a cloud-based solution powered by AI is your next step.

Switch to an AI-powered, cloud-based solution with IntelePeer’s Communications Automation Platform solution

With IntelePeer’s AI driven CAP solution, you can modernize your IVR with cloud technology and take advantage of a new level of efficiency and customer satisfaction. The solutions layers over the top of your existing communications solutions, allowing for easy, fast modernization without ripping and replacing.

We help you create workflows in a fraction of the time and cost by leveraging generative AI in SmartFlows, our drag-and-drop orchestration engine.

We help you solve the specific needs of your business and allow you to reduce downtime and be ready for seasonal or occasional massive surges in demand.

With IntelePeer, you are one click away from solving your business challenges! Contact us now.

Heather Hancock

Heather brings 15+ years of experience in automation and cloud communications to the IntelePeer team. With a background in telecom, Heather is a skilled product and solutions marketer with strong GTM, messaging, and vertical marketing experience. Heather spends her time walking her pit bull, Bella, singing in a pro karaoke league, and being a cool aunt to her 7 going on 17-year-old niece, Adeline. https://www.linkedin.com/in/heatherlhancock

Knowledge is power.

Subscribe to the IntelePeer newsletter and you’ll receive monthly educational content on how to streamline communications and operations with customer service automation.