Facilitating a
CCaaS System Migration with Human-Centered Design

TL;DR

The United States Department of Labor (DOL) needed to conduct a system migration between two Contact Center as a Service (CCaaS) systems, Verizon VCC and Amazon Connect.

Through HCD sessions, NuAxis gained a deep understanding of the customer’s needs, mapped the migration process, conducted iterative deployment and user testing, and validated the success of the migration.

The result was a seamless transition to a fully operational CCaaS system, improving the user experience and operational efficiency for the customer.

The Problem

To modernize their operations and increase overall performance, the United States Department of Labor (DOL) needed to conduct a system migration between two Contact Center as a Service (CCaaS) systems, Verizon VCC and Amazon Connect.

CX In Action

The NuAxis team kickstarted the migration process by conducting HCD sessions with DOL to gain a deep understanding of their needs, both actual and unmet. These sessions involved engaging with key stakeholders, contact center agents, and end-users to gather insights and identify pain points in the current CCaaS system. By empathizing with the customer and actively listening to their feedback, we were able to uncover critical requirements and prioritize them for the migration.

With a clear understanding of the customer’s needs, we mapped out the migration process using HCD. This involved creating user personas, journey maps, and conducting usability testing to ensure a seamless transition from Verizon VCC to Amazon Connect. By involving the customer in this mapping process, we ensured that the migration plan aligned with their goals and expectations.

The Solution

NuAxis adopted an iterative deployment approach, guided by HCD principles, to ensure that the migration was successful at each stage. This involved deploying the new CCaaS system in phases, allowing for continuous feedback and user testing. By involving contact center agents and end-users in the testing process, the team was able to identify any usability issues or unmet needs early on and make necessary adjustments.

Once the migration was complete, we conducted validation sessions with the customer to ensure that the new CCaaS system met their expectations and addressed their needs. This involved gathering feedback from key stakeholders, contact center agents, and end-users to validate the success of the migration. By actively involving the customer in this validation process, we ensured that the new system was fully operational and aligned with DOL’s requirements.

Customer Impact

Smooth and Efficient Transition

By applying HCD principles to the migration process, NuAxis ensured a smooth and efficient transition from Verizon VCC to Amazon Connect, minimizing disruptions to the customer’s contact center operations.

Improved User Experience

Through iterative deployment and user testing, we identified and addressed usability issues, resulting in an improved user experience for contact center agents and end-users.

Advanced Features and Capabilities

The successful migration to Amazon Connect allowed the customer to benefit from the advanced features and capabilities of the new CCaaS system, improving operational efficiency.