It’s Not You, It’s Me: Saying Goodbye to an Unhealthy Legacy Call Center Relationship

People know you’re smart. You’ve worked hard to make sure your team is viewed as more than just a group who takes orders. You want a bigger seat at the table when it comes to shaping corporate strategy. But your outdated call center technology is getting in the way of that.

We’ve all been there—the moment we realize we’re in a dead-end relationship. It’s in a rut or it’s holding us back, instead of helping us grow. And before you know it, the problem is too big to ignore. The same thing is happening in the call center today.

You’ve known for a while that it’s time to say goodbye to your legacy call center vendor, but it’s never easy. You’ve invested so much time, money and emotion into the relationship. You thought this solution was “the one.” And after being an internal champion for your legacy call center vendor for years, it can be difficult to look your colleagues in the eye and tell them it’s time to move on.

Migrating Off A Legacy Call Center Solution

In his book “Necessary Endings: The Employees, Businesses and Relationships That All of Us Have to Give Up in Order to Move Forward,” Dr. Henry Cloud states, “Endings are a part of every aspect of life. When done well, the seasons of life are negotiated, and the proper endings lead to the end of pain, greater growth, personal and business goals reached, and better lives. Endings bring hope.”

And while endings are a necessary part of life, they can be difficult and sometimes scary—even when it comes to your legacy call center vendor. We believe you should have a smooth path and process to move forward.

If you’ve ever faced a necessary ending, personally or professionally, then you probably didn’t go through it alone. You had support and guidance from a trusted partner or advisor who offered real insight and practical help. You relied on someone who had been there, done that and who had helped others navigate through similar issues. That’s where Genesys can help.

We understand that migrating off a legacy contact center solution is not a decision you should take lightly. We’ve helped companies of every size and industry successfully move from outdated technology to the customer experience offering that their customers expect.

We created the Genesys PureBridge program to help you bridge the gap between outdated call center technology and a new, differentiated customer experience offering. The program helps you:

  • Assess your current environment.
  • Build a plan to move forward with a free workshop.
  • Implement your new solution with confidence, knowing that you’ve made a smart decision. We’re there for you every step of the way.

Attend our webinar for practical guidance on how to transition from your legacy call center relationship and move to a safer, more promising solution—with relative ease and minimal disruption to the business.

Instead of bad outcomes, opportunities lost and pain perpetuated, join us on November 15, 2017, and get empowered to make confident, smart migration decisions and execute them well. Your customers and employees will thank you—and you can enjoy your healthy, new relationship.