A new online guide encourages contact center professionals to fight back when vendors announce the end of support. Published by PSS Help, the guide explores viable options to keep legacy technology going, improve functionality and reduce costs. PSS says the guide is a lifeline for under-pressure managers and directors working in any area of contact center operations.
Vendor support has to end sometime for every product. But who gets to decide?
"That's the problem, wiith contact centers, it's usually the vendor not the customer. It's a classic case of the tail wagging the dog," explains Tony Porter, Chief Marketing Officer, at PSS. "Once those end-of-support dates are announced, contact center professionals can be pressured into thinking that upgrading is inescapable. We just felt compelled to publish something that shouts: It doesn't have to be that way!"
The guide examines the pros and cons of four different courses of action when contact center support ends: upgrading, doing nothing, arranging support in-house, or partnering with an independent, third-party support provider. The advice is offered against a backdrop of growing demand from end-users for richer interactions, which the guide acknowledges.
Readers can also find a Top 10 checklist of what to look for in a third-party contact center support provider. These include being passionately independent and refusing to get drawn into vendor-versus-vendor politics.
There's a positive message too, as PSS believes that switching support to an independent partner can actually unlock surprising benefits – and hand greater control to companies. The guide cites potential support savings of 20-40% and the ability to optimize existing systems, improve customer service and maximize return on investment.
"Even when the seconds are counting down – just like those nerve-wracking 'bomb scenes' in action movies – organizations don't have to buckle under the pressure and upgrade," adds Porter. "It's possible to take control and effectively re-set the timer."