Decision makers across all corners of the industry are being peppered with the latest technologies and features that will “revolutionize their contact center.”
While technologies like AI are playing a tremendous role in changing the way contact centers operate, there are some widespread pitfalls that decision makers are falling into that could hamper AI rollout in the CCaaS space.
This has real-world implications, too, with recent research showing that 80 percent of tech specialists can end up regretting their choice of CCaaS vendor.
Drawing on insights from Miratech, here are five common pitfalls to look out for - and what you can do to avoid them.
1. Overlooking Integration Needs
You’d be forgiven for assuming the first pitfall is picking the wrong features from a CCaaS vendor.
Instead, the biggest mistake is not working out how your CCaaS platform plugs into your existing ecosystem.
Skipping a deep dive on integrations can lead to broken data flows between CRMs, workforce management systems, and analytics, increasing downtime and costly workarounds.
Speaking on this, Mike Burrows, Director of CX Solutions at Miratech, told CX Today, “The contact center is an ecosystem. There's more to it than just the CCaaS solution.”
“There are a lot of assumptions that companies are using one solution for everything. It's just not the case. So, you've got to understand how to integrate with those homegrown applications.”
2. Skimping on Scalability
Your CCaaS choice should do more than handle today’s call volume—it needs to grow (and shrink) automatically as demand fluctuates.
Buying just enough capacity for Q1 forecasts means:
- Manual provisioning when traffic spikes
- Ongoing cost shocks for emergency add-ons
- A patchwork of point solutions instead of a unified, elastic platform
On this, Burrows explained, “Miratech takes a different approach to evaluating vendors for clients. For example, when building a house, you start with the foundation. You look at what the foundation is.
“So your foundation is going to tell you how scalable or how quickly it can make adaptations in the future for you. So you’ve got to look at the architecture.”
The core advice? Ask vendors how their solution scales up and down in a range of different scenarios.