{"id":118198,"date":"2017-01-26T00:00:00","date_gmt":"2017-01-26T08:00:00","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=118198"},"modified":"2021-03-01T21:50:40","modified_gmt":"2021-03-02T05:50:40","slug":"will-contact-centre-vendor-leave-stranded","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/will-contact-centre-vendor-leave-stranded","title":{"rendered":"Will Your Contact Centre Vendor Leave You Stranded?"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Many of us take our cars for granted. As long as our tried and true investment gets us to work and back, we keep driving it without much thought. It\u2019s easy enough to overlook a minor malfunction. Or the accumulating miles on the odometer when you can still get where you want to go. But, you know you can\u2019t keep driving that car forever. The time will come to invest in a new set of wheels.<\/p>\n

You may be tempted to kick the can down the road and continue to make minor repairs. Yet, this can be a costly and time-consuming decision. Ignoring the problem and hoping there won\u2019t be a major breakdown is even riskier. It\u2019s amazing how car trouble always seems to happen at the worst possible time. So, the wisest\u00a0move is to start\u00a0your research before you find yourself stranded on the roadside.<\/span><\/p>\n

The same advice applies to an\u00a0aging\u00a0contact centre platform<\/a>. However, in this case you’re not\u00a0only likely to incur\u00a0costly maintenance\u00a0or breakdowns, you\u2019re also asking your customers to pay the price with diminishing service levels. There are two clear choices. Continue to invest time and money in a legacy, hardware-based solution that can’t evolve to\u00a0support today\u2019s omnichannel customer journeys. Or, recognize\u00a0that your infrastructure is\u00a0becoming obsolete, and your current contact centre vendor doesn’t have the\u00a0<\/a>financial strength<\/span>\u00a0to fuel innovation you need for\u00a0a successful digital transformation.<\/span><\/p>\n

Moving Away from a Legacy Hardware-Based\u00a0Platform<\/span><\/b><\/p>\n

Today\u2019s contact centres support engagement on an average of nine communication channels, according to the 2016 Dimension Data Global Contact Centre Benchmarking Report<\/span><\/em>. Customer journeys are more likely than ever to begin on chat, social media, a messaging app, or a website. However, there is a big difference between offering multiple, siloed channels that hinder customer engagement, and delivering\u00a0seamless experiences\u00a0across all self-service and assisted-service channels, while\u00a0maintaining context throughout the customer\u2019s entire journey. An aging, PBX\/ACD system doesn\u2019t have the capabilities to deliver\u00a0omnichannel customer experiences.<\/a> The result is customer frustration, inconsistent reporting, and increased spending\u00a0on maintenance, integrations, and upgrades.<\/span><\/p>\n

Like car owners who continue to replace tires and brakes with the hopes of extending the lifespan of their aging vehicles, organisations struggling to\u00a0maintain and upgrade a contact centre platform\u00a0architected for voice face\u00a0substantial challenges.\u00a0Customer experience is the most powerful business differentiator available today. But that competitive advantage remains\u00a0out of reach\u00a0when there is too much complexity, system instability, or\u00a0a lack of scalability to meet your future business needs.<\/p>\n

Is It Time to Kick the Tires?<\/b><\/p>\n

It\u2019s never a simple decision to switch to a new contact centre platform<\/a>. There are many considerations for this\u00a0substantial and long-term investment. First and foremost, evaluate\u00a0solutions that deliver the functionality you need today and can evolve with your future needs. A\u00a0future-proof customer experience solution<\/a>\u00a0is purpose-built to\u00a0deliver seamless, omnichannel experiences\u00a0across all channels, throughout the entire customer journey. It should be accompanied by\u00a0visionary experts and partnerships you can count on to guide you in a fast-changing world, especially with mission-critical systems. These experts, along with your partners, can help you plan changes\u00a0that fit your growth and integrate with other infrastructures.<\/p>\n

Whether your contact centre platform\u00a0is nearing its end of life or you\u2019re considering a move from multi-channel to omnichannel as part of a digital transformation initiative, carefully evaluate solution providers, even if you feel a sense of loyalty to your current vendor. Any vendor\u00a0currently\u00a0focused on financial uncertainties<\/a> or\u00a0bankruptcy<\/span> can\u2019t invest in the innovation required to keep pace with your customers\u2019 rapidly evolving expectations.<\/p>\n

Like buying a car, it\u2019s important to research your options and ask plenty of tough questions before choosing any contact centre vendor. Get a\u00a0detailed review of the roadmap for their future and a viable solution for yours. If they are struggling with serious financial challenges, clarity in\u00a0direction, or a lack of innovation, you\u2019re wise to continue your search. With more contact centre solution providers facing an uncertain future, we at Genesys continue to strengthen our position as the leader in customer experience technology<\/a> through our investment in R&D and our ongoing dedication to delivering advanced solutions that deliver\u00a0next-generation\u00a0customer experiences today.<\/p>\n

\u00a0Make the Contact Centre Platform Comparison<\/b><\/p>\n

Insights from others can help you determine who is best positioned to provide a solution to sustain your long-term competitive advantage. The Forrester Wave\u2122 Contact Center Interaction Management for Large Contact Centers<\/span><\/a> can help you identify your specific requirements and compare solution providers.<\/p>\n

Learn more<\/span><\/a><\/u> about how Genesys can help you deliver the true omnichannel customer experience that will help you achieve success.<\/span><\/p>\n

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