BenchmarkPortal, an independent research firm specializing in contact center best practices, has published a report showing how contact centers can protect existing investments, while making a phased migration to all-in-one communications software suite solutions. The report builds on previous research that demonstrates total annualized costs for all-in-one communications software suites can be less than half that of multipoint solutions following acquisition.
Key findings from the report include the following:
*There is a sizeable experience base of contact centers that have migrated to all-in-one communications software suites over time.
*Migration to all-in-one communications software suites is generally no more difficult, and is frequently less difficult, than other IT initiatives within contact centers.
*Approximately four out of five managers with multipoint solutions feel that a gradual migration strategy would make adoption of an all-in-one communications software suite more attractive.
*There is not a unique roadmap, but rather a matrix of considerations that contact centers should take into account when considering migration to an all-in-one communications software suite. These include:
--Age of existing multipoint solutions
--Degree to which multipoint solutions are embedded into existing infrastructure, processes and customer-facing technologies
--Management's knowledge and resources for handling technology migration
--Human and cultural factors
--Number of remote offices
--Overall technology roadmap
More information on the contact center industry can be found at www.supportindustry.com