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The latest thinking from Eckoh

What if your contact centre was a car?
Wednesday, 19 February 2020

Posted in

Contact Centre

Imagine, you buy a car and you buy a three-year care plan so all your servicing and repairs are covered. After three years you opt for an extended care plan for another two years - it's a bit more expensive, but the car is doing just what you need and you don't want to change.

What if CC was car 900

Once this extended plan comes to an end, you ask what your options are and you're told: “Either buy a new car or you're on your own.” So, now you’re worried that the next time a bulb blows or a tyre bursts, there will be no way to fix it. You'll be stranded.

Now you’re thinking “This is crazy. Of course, there are other people who can fix it. It's only five years old, it's in almost perfect condition, surely someone other than the original seller can manage to keep it running?”

In the car industry this certainly would be crazy. The world is full of independent mechanics and repair shops, third parties who can maintain your car, supply and fit spares and do all the things the original seller was doing for you. They may even employ engineers who were trained by the car manufacturers to do exactly this.

In the contact centre industry it’s not so simple.

Planned obsolescence, so-called end-of-life or end-of-support, is a standard tactic to force customers to buy a new solution, even when the old solution still meets their needs perfectly. It's part of the economics of the major vendors: it allows them to sell the shiny new solutions they've been developing, and it means they don’t have to keep employing or training staff to support solutions that they no longer sell. It kind of makes sense.

Except - what about customers who want to get full benefit from their investment? Those who don't want, or need, the shiny new features and who don't have an appetite for spending more money? They may even have plans to move in a different direction in a year or two, change everything to SIP, use a cloud contact centre: but their current provider is telling them to upgrade now or die. Do they have to go along with the vendor's upgrade plan?

No, it doesn't have to be that way. There is an alternative.

Just like the car industry, contact centre systems can be supported by a third party. This isn't something your vendor will tell you, and in fact they will usually tell you the exact opposite, but Third Party Support is an option which has been chosen by some of the biggest names on the planet. Only a handful of companies offer truly independent support for contact centre technology, but Eckoh has been doing so since 2002 and none of our clients, who have come to us for support, has ever gone back to the original provider.

Don't be fooled into following your vendor's agenda!

At Eckoh, highly experienced, vendor-agnostic contact centre experts are within easy reach (like your trusted independent garage around the corner). If you don’t want to give up on your old-but-valued technology just yet, you don’t have to.

It’s your choice. Always. You can continue your journey with world-class third party support from Eckoh and probably save 20-40% into the bargain. And, when you’re ready we can help you transition to a new platform and decommission your old one.

For deeper insight into this take a look at our eGuide 'How to find support you can trust' . Alternatively, if you’d like to talk to someone get in touch.

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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