Twist or stick? It’s your choice

Almost every business has legacy technology. It makes perfect sense to extending its life. But it can also be a burden managing legacy systems that requires specialist knowledge. That knowledge may not be available from your original vendor nor from your organization.

Legacy means anything handed down from previous times. What’s different today is that technology becomes ‘legacy’ far more quickly. In IT, at least according to Google, legacy has taken on a more specialized meaning: “software or hardware that has been superseded but is difficult to replace because of its wide use”. So, the first question to ask is, do you want to replace this technology?

To keep, or not to keep?

There are many reasons for keeping legacy technology. It could be that replacing the technology is not a priority, or is simply too expensive. It’s often the case that a replacement would be complex and painful – the technology has been optimized, customized, extended over several years, and all that investment in configuration, applications and processes would be lost. It may even be impossible to find an exact replacement.

On the other hand, there are many reasons for not keeping legacy technology. Perhaps it’s no longer required or doesn’t meet your business needs any more, but, more often than not it comes down to a business or financial pressure.

The health and fitness of contact center technology will be driven by different things for different businesses

  • In retail, it would need to be able to handle online interactions, SMS and emails as a minimum.
  • For an insurance business the need to meet industry standards or regulation may demand levels of security which are not provided by your legacy systems.
  • But, most common is that your vendor may not provide updates and fixes for your older technology or may simply charge unreasonable amounts to continue support.
  • So, you may be thinking that here are three good reasons for moving away from your legacy system. But, hold on, they don’t justify a knee-jerk reaction or any hasty decisions. Afterall, if it’s not broken don’t try to fix it.

    There are many options to consider about upgrading, supporting and gracefully retiring legacy equipment, even when vendor support is no longer available.

    Living with legacy

    There are three distinct criteria you would need to meet to allow you to continue with your legacy systems:

    1. Support provision: If your vendor cannot or will not provide adequate support at an affordable price, then consider 3rd party support for as long as you need to maintain your solutions.

    2. Change management: No business stands still, and you need to be able to manage change as part of business as usual. Whether it’s new applications, integration to other systems, hardware and software upgrades, or physical relocation of systems

    3. Compliance: Is your current system still compliant with modern standards and regulations?

    Leaving the legacy behind

    Nothing lasts for ever. Even if you decide to keep your legacy technology indefinitely, you should always have an exit plan. The time will come when there is a compelling reason to change, either because your needs have changed or because you have found a better way to meet them.

    You may shed a tear for your old familiar systems, but you should never regret the move. If you’ve taken the time to choose a replacement carefully, planned the transition and tested everything before turning off your legacy technology, you should have no need to look back. Fix your eyes on the future, move away from your legacy when you are ready, but do it at your own speed.

    Using an independent, third-party provider to provide world-class legacy support can save you from the disruption, costs and risks of doing the wrong thing at the wrong time. In fact, you could end up saving money and getting even better service.

    At Eckoh we believe that it doesn't have to be a traumatic event. We believe the choice is completely yours. You can choose to keep your contact center technology going - especially if it's still performing well. Or, you can make the transition to new technology and embrace all that it has to offer. Either way, it's your contact center and the choice is always yours. We're always here to help you whatever you decide.

    To read deeper into this topic download our free eGuide to Finding support you can trust

    If you want to know more about Eckoh’s third party contact center support solutions then give us a call on 866 258 9297 Or, drop a line at and we'll call you back.

    Posted by eckoh at 2:11 PM on Aug 6, 2018


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