You Can Outsource Everything
 Except Responsibility

Tags: CCaas Cloud Migration CX Load Testing

by | Jan 24, 2025 | 0 comments

The Misconception About Cloud Migrations

Recently, I had an interesting conversation with one of our sales team about a prospective customer. The customer was moving their on-premise contact center to the cloud but felt they didn’t need any testing or monitoring services because they had outsourced to a CCaaS (Contact Center as a Service) provider to manage the migration and support. The customer believed that handing over responsibility to their provider meant everything should just work.

An Analogy That Resonates

This reminded me of a fantastic analogy that one of our CCaaS partners shared about Razor’s role in contact center migrations and ongoing monitoring. I’ve expanded on it here because I think it perfectly illustrates the value Razor brings.

CCaaS Providers

Imagine your CCaaS provider as the owner of an apartment building. Each apartment represents a customer’s contact center. The building owner ensures that each apartment is functional and ready for use before the tenant moves in, providing the essential utilities like electricity and water.
Headphones in front of contact center service provider

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Tenants and Their Custom Creations

Once tenants move in, they can customize their apartment however they like, bringing in furniture, appliances, and even third-party services like broadband and cable TV.

They might try to replicate the look and feel of their previous home or create something entirely new. Some tenants might hire movers, interior designers, and painters (akin to VARs and consultants) to make sure everything looks and works the way they want, or they may want to do it all themselves.

The Responsibility Limits

Here’s the key point: every tenant ends up with a bespoke apartment, tailored to their wants and needs. The building owner is responsible for the common areas and the fabric of the building, however, it’s not the building owner’s responsibility to ensure that all the furniture, appliances, or connections are working perfectly after the tenant moves in. Tenants must take responsibility for maintaining their own belongings and ensuring the safety and security of these assets using tools like alarms, cameras, and insurance.

Razor: Your Personal Monitoring System

This is where Razor comes in. Think of Razor as your apartment’s personal monitoring and alerting system. While it’s not there to monitor the entire building — that’s the CCaaS provider’s job — it will tell you when something in your apartment isn’t working as it should.

Razor doesn’t just sound a generic alarm that says, “Evacuate the building!” Instead, it pinpoints the exact issue: perhaps the stove was left on, or your roommate forgot to turn off the bathwater. Razor helps you identify and address the problem quickly and efficiently, preventing it from escalating into a bigger issue.

Preparing for High-Demand Scenarios

And there’s more! Just as you might like to check your apartment’s fuse box before hosting a big party (because your mate Travis is bringing over his 1000W DJ system), Razor can help you prepare for high-demand scenarios with features like load testing. But that’s a topic for another blog.

Delivering Great CX: The Razor Advantage

In short, Razor ensures that your unique contact center instance is running smoothly, giving you confidence in your cloud migration and ongoing operations. Because no matter how reliable your CCaaS provider is, you can’t outsource responsibility for delivering a great CX, and Razor is here to make that simple for you.

Want to know more about how Occam can help you enhance your contact center operations?

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