Outdated Contact Center Software

Providing consistent best-in-class customer experience is tricky. It requires contact center software that can adapt to changing tides and software that creates a seamless experience. This becomes increasingly difficult when your once ship-shape tools begin to drag you down.

Many legacy contact center products can’t meet modern customer expectations; they simply weren’t designed to support the growing and changing desires of today’s customers. Whether you’re weighed down with tools you don’t need or floundering to compensate for tools you don’t have, a subpar contact center software solution is like a leaky ship. You can try to patch the issue or bail out the water, but sometimes the best choice is to find a better boat.

Building a Better Boat

Step 1. Deploy Rapidly

Modern cloud-based applications require much less time to deploy. Having an intuitive tool that integrates with existing systems means that you don’t lose time on complicated setups and training. You can make the move to the cloud and be up and sailing in weeks—not months.

Step 2. Budget Pragmatically

Gone are the days of taking on massive infrastructure costs every time you update your contact center tools. With a cloud-based platform, the ship is built already; you just add the crew and set sail. Additionally, updates happen seamlessly and regularly, so you’ll always have the best tools for the job.

Moving to a better system for your contact center doesn’t have to be a massive expenditure. Leverage the power of modern tools to give your customers the omnichannel experiences they want now and in the future.

Step 3: Navigate Deftly

You shouldn’t need to be a software engineer just to configure your contact center system. An application built to be intuitive means you can create and organize your call flows, analyze dashboards and plan for future needs without additional professional services. The app has ease of administration built right into it.

Additionally, a platform that is hosted in the cloud can scale with your business. Without the limits of a physical infrastructure, your tools can adapt with seasonal changes, business growth and more. This means you never run out of cabin space and never have more ship to man than needed.

Step 4. Be Unsinkable

Microservices can help you navigate rough waters. With a microservices architecture in place, there’s no downtime and no scheduled maintenance needed. And, because an issue in one area of a microservices-based platform doesn’t affect the entire system, your contact center is always operational.

Microservices operate independently by breaking down complex tasks into pools of much simpler, stateless applications. So, one storm or failure won’t sink your ship. Instead, you have a boat that repairs itself. And when you’re truly unsinkable, even the roughest waters feel like smooth sailing.

Step 5. Have a Reliable First Mate

It’s important to have a strong support system. Robust platform tools and professional services for choppy waters optimize performance and keep you on the right course.

The Genesys PureCloud platform was designed for innovation. It was built to provide powerful tools that are simple to use and developed to help you set a course and stay on it. If you are currently an Avaya Call Center customer discover the simple power of the PureCloud platform. Sign up before December 21, 2017 to receive up to three months free with select packages. In addition, you’ll get 30% off Professional Services for PureCloud subscriptions.

Liz Weida

Liz Weida

Liz Weida is a Senior Product Marketing Manager for Genesys. Liz joined Genesys through the Interactive Intelligence acquisition, where she held roles in Product Marketing, Solutions Engineering and Enterprise Sales. A true digital native, she started her career in Marketing...