Several factors make it difficult to consolidate contact center technology.
Increased IT complexity is at the top of the list. Many organizations historically have relied on legacy telephony systems as the foundation for their call center infrastructure. These systems often didn't have analytic capabilities or offer an omnichannel experience, leading many organizations to seek point solutions to expand their call center capabilities. However, if these solutions aren't interoperable, it can lead to technology silos and a fragmented call center technology stack.
Once organizations have made an investment in certain technologies, it can be difficult to get buy-in and budget to modernize. Often the easiest solution is to work with what they have, which can lead to even more fragmentation if these systems aren't extensible or easily reconfigurable to begin with.
However, this approach has business risks. A fragmented contact center technology stack creates inefficiencies that hurt both the employee and customer experience. Legacy systems can be time-consuming and costly to maintain, diverting IT resources from making improvements or introducing new capabilities that could enhance the call center experience.
A cluttered call center technology stack also creates redundant costs in terms of ongoing maintenance and software licensing fees for separate products. Employees also must be trained on and learn how to operate different systems.
Additionally, the data silos this fragmentation creates prevents your organization from accessing relevant information—whether it's sentiment analysis data or information on a customer's previous interactions across all your online and offline touch points—that could help your team better serve customers now or improve service in the future. This also could make it difficult to improve key metrics like call wait times, the percentage of issues resolved during the first call and call abandonment rates due to long hold times.
To address these issues, your organization will need to adopt an integrated solution or platform that offers all the capabilities you need in a single technology or suite of interoperable, connected solutions.