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The latest thinking from Eckoh

There may be trouble ahead
Wednesday, 05 February 2020

When a vendor announces the end of support for a contact centre system or application you may feel the pressure to upgrade. But, going with the flow and upgrading brings its own set of risks. Here are some things to think about…

Trouble ahead 900

Who’s in control?

A ‘forced march’, where a vendor pushes you to upgrade, can play havoc with your contact centre roadmap. If can cause major distractions and take away budgets from other projects. Also, most vendors are trying to push you to a cloud-based solution. But, is that the right solution for you and your customers?


Is it possible to better use the technology already in place? Do you really understand all of its capabilities? The system may already be able to do many of the additional functions you are looking for. This could mean less disruption and less cost. While the TCO of a new system may be lower do you have the budget to spend right now?

Complexity problems

There are no guarantees that a vendor’s new system will fit seamlessly in the place of the old one and work with all your other systems. How do you make a multi-vendor infrastructure work together, get the most out or environments and provide reliable support?

Is it a short-term fix?

By the time everything has been settled in, upgrading doesn’t buy you stability for very long. Relentless competition among vendors has led to shortened product life cycles. The next version will be coming down the track very soon.

What can you do?

You could do nothing, you could upgrade, you could keep your system going for longer using your in-house teams, or you can call in the experts. You’ll probably be surprised that it is likely to be more cost effective than trying to do it yourself.

In general, it’s cheaper, and provides better service because most manufacturers can’t compete with the economies of scale. Most vendors want to sell new licences or releases so removing platforms through ‘end-of-life’ is a way to steer customers into an upgrade. However, if you want to maximise the investment you’ve made in your contact centre technology and if it’s still performing reliably why wouldn’t you want to carry on using it?

Research suggests that keeping a stable platform working for an extra couple of years is an IT strategy that many are adopting to significant advantage.

How can Eckoh help

Eckoh is unique in providing expert 3rd party support for platforms regardless of the manufacturer, and applications irrespective of who wrote them.

This support is cost effective and far more responsive than that from the original manufacturer.

Whether it’s your IVR, ACD, Dialer or Call Recorder, Eckoh can support it. Not only could you feel better about your support, but typical cost savings are between 20-30%.

For deeper insight into the real alternatives that are available for prolonging your contact centre infrastructure read our eGuide ‘Finding support you can trust. Or, get in touch if you'd like to know more about contact centre technology

About the Author

Claire Lynam

Claire Lynam

Marketing Manager

Claire is a professional marketer with 30 years experience in marketing, communications and PR, creating content and collateral that resonates with an organisation's audience. Having worked in multi-national companies and SMEs, Claire has expertise in creating messaging that works for both B2C and B2B markets. 

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