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Guest Blog by Stephen Leaden, Founder and President of Leaden Associates, Inc.
For most enterprise clients, the single largest reason for making a change to their contact center technology is end of support by the manufacturer. Of course, change is also driven by other factors — mergers and acquisitions with disparate systems, customer experience (CX) priorities, a desire to move to the cloud, new compliance requirements, competitive pressures, mobility, virtualized or remote staff needs, disaster recovery/business continuity, and access to personnel anytime, anywhere. But end of support can create roadblocks to achieving many, if not all, of these other goals.
In a recent webinar with Fernando Egea, Vice President, Sales Strategy at Genesys, we discussed end of support — with straight talk on what companies need to know now. Surprisingly, when it comes to contact center technology, many firms don’t fully grasp the implications of end of support because they aren’t always clear or obvious.
The Risk of Doing Nothing
All enterprises should take end of support seriously; it poses serious risks to the organization through security vulnerabilities and even potential downtime. Yet, many companies perceive remaining on their current familiar system as the “safe” choice. Business and IT leaders must ask the following questions:
We’ve seen the impact of end-of-support-related downtime on organizations and the people they serve.
There is also the risk of escalating costs just to maintain the systems while receiving no incremental business value. And there are the less-obvious risks and costs of maintaining the status quo, including foregoing the access to innovative features that help the organization thrive — not just survive.
Decoding End of Support
IT and CX leaders should research exactly what their vendor policy involves. End-of-manufacturer support can mean one or many of the following factors:
Most on-premises vendors have or will announce end of support for their systems. Some customers face end of vendor support by the end of this year. In the on-demand webinar, I cover one example, in detail and examine the various options available.
Six Steps to Succeed
Doing your due diligence around any major technology change — upgrade or replacement — is essential. These are the themes we emphasize with clients:
Following are six steps you should take to avoid end-of-support nightmares so you can rest easy.
Assessing Your Needs
Ultimately, no organization wants to rely on a legacy system with little to no -support. The risks are all too real and the consequences too great.
The challenge becomes creating a strategy for replacing the legacy system, securing necessary funds and defining a logical migration path. The six-step plan above will help. This process is essential to understanding the level of risk and which new contact center feature/functionality can change the game for your organization.
The Needs Assessment we’ve performed for our clients has proven to be extremely beneficial in their decision-making and planning process. I’m extending a one-hour, no-charge Needs Assessment consult to review your current environment by a select group of independent contact center consultants, including our firm. It will include identifying risks with end of support, options with upgrades, and other vendors. It also provides insights into high-level budgetary costs to upgrade or replace and considerations for high-level budgetary ROI areas based on our experience with other clients. Schedule your one-hour session with an independent consultant now.
And register today to watch the on-demand webinar “Straight talk on end of support.”
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