One of the great challenges for many contact centers is the maintenance and upgrade of legacy systems. These systems produce high costs, while at the same time they have to ensure excellent customer service over multiple channels and customer contact points.
These results are part of the recent global contact center benchmarking report 2012. For the report, 637 contact center from 72 countries were surveyed. According to the study "service availability and business continuity" have replaced "convergence" as the key trend of contact center technology.
The recommendation of the study: When sourcing new infrastructure components or technological upgrades, companies should consider not only their current but also their future technological needs.