The CCaaS Migration Readiness Assessment
Used by enterprise contact centers to evaluate readiness before platform selection
How it works: Answer each question honestly based on your current state. Your results will show which areas are ready (green), have gaps (yellow), or need attention (red).
1. Operational Clarity
Do you know how your contact center actually works?
Can you map current agent workflows from login to logout?
Do you know every integration agents depend on during interactions?
Have you documented IVR logic and call routing rules?
Can you explain how QA and performance management processes work today?
Do you understand how supervisors and WFM teams use your current platform?
2. Integration Requirements
Do you know what needs to connect (and how)?
Have you inventoried all systems your contact center integrates with?
Do you understand what data flows in which direction for each integration?
Have you identified which integrations are mission-critical vs. nice-to-have?
Do you have technical specifications for each integration?
Do you know who owns troubleshooting when integrations fail?
3. Compliance & Security
Are your requirements defined and validated?
Have you documented all regulatory requirements that apply to your operation?
Do you know where customer data can be stored geographically?
Do you understand what audit trails and reporting you need for compliance?
Do you have processes for handling data subject access requests?
Do you know who is liable if there's a compliance breach?
4. Change Management Capacity
Can your organization actually adopt new technology?
Do you have dedicated resources for training and adoption support?
Can you run parallel operations during the transition period?
Have you identified and trained super users who can support teams?
Will you have time to redesign workflows before go-live?
Can you commit to ongoing optimization for 90 days post-migration?
5. Strategic Alignment
Is CCaaS the right solution for your actual needs?
Have you identified specific business problems CCaaS solves better than your current platform?
Do you know what capabilities you need that your current platform can't deliver?
Have you defined expected business outcomes from the migration?
Do you know how you'll measure success 12 months after go-live?
Are you prepared to redesign processes, not just implement new technology?
Your CCaaS Readiness Results
Recommendations by Dimension
Let's Talk About Your Results
Whether you're ready to move forward or need guidance building your foundation, we're here to help. Schedule a conversation with our team to discuss your specific situation and next steps.