“Why should we spend time and
money testing, we are buying Cloud?”
As a result, many companies ask: “Why should we pay for testing when we are buying Cloud?” This perspective, while understandable, overlooks critical aspects of the contact center ecosystem that extend beyond the cloud platform itself.
The Cloud Provider is Not Responsibe for
Everything
While it’s true that cloud providers are responsible for maintaining and optimizing their platforms, this does not extend to every aspect of your contact center’s performance.
Cloud providers ensure their infrastructure is secure, scalable, and reliable. However, they are not accountable for how your unique combination of legacy systems, third-party integrations, and custom applications will perform in this new environment.
Relying solely on the cloud provider means placing blind trust in their ability to integrate with and manage every component of your specific setup.
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Integrations with Legacy Systems:
The Hidden Challenge
This is where the real risk emerges. Even if the cloud platform performs flawlessly, a single point of failure in one of these integrations can disrupt your entire operation, leading to service outages, degraded customer experiences, and ultimately, lost revenue. Testing the entire ecosystem, including these critical integrations, is essential to ensuring a smooth transition.
Incompetence or Errors: How Can You Be Sure?
If you don’t independently test your entire contact center ecosystem, how can you be sure these errors haven’t slipped through? Blindly trusting that everything will work as expected is a gamble that no responsible organization should take. Comprehensive testing ensures that you catch and correct errors before they impact your live operations, protecting your brand and customer experience.
Contention: The Hidden Threat of Shared
Resources
This is especially concerning when all customers ramp up their usage simultaneously, such as during peak times or major events. If the underlying platform cannot handle the combined load, your contact center’s performance could suffer, leading to slower response times, service outages, or a degraded customer experience.
By conducting independent load testing, you can verify whether the cloud provider’s infrastructure is truly capable of delivering the performance you expect under high-demand scenarios.
Free Automated Testing
Vendor Comparison Checklist
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systems side by side to find the right solution for your organization.
Verify, Don’t Trust: Outsource Everything Except
Responsibility
Investing in an automated testing tool like Razor is a minimal expense compared to the significant investment you’ve already made in migrating to the cloud. Razor provides you with the assurances you need by testing not just the cloud platform, but the entire contact center ecosystem. By simulating real-world customer interactions across all systems, Razor ensures that every integration works seamlessly, and that your customers experience the same—or better—service levels post-migration.
The Cost of Not Testing
Conclusion
