Only 5% of Leaders ‘Love’ Their Current Contact Center Technology

Additionally, 69 percent of leaders are dissatisfied with their contact center technology, as per a Glia study

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Only 5% of Contact Center Leaders 'Love' Their Current Technology
Contact CenterLatest News

Published: January 31, 2025

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Floyd March

Just five percent of contact centers “love” their current technology, according to a survey by CCaaS provider Glia.

The study shares the perspectives of 201 CX leaders and executives in banking, credit unions, and insurance.

It also found that 69 percent of these leaders are dissatisfied with their contact center technology.

While many of the businesses are likely still on-premise, the report indicates that cloud contact center technology isn’t providing the silver bullet that many had hoped.

Indeed, the study underlines how many cloud transformations have suffered from budget constraints, cumbersome workloads, and regulatory challenges.

Sharing his take on the findings, Dan Michaeli, CEO of Glia, explained: “Industry-wide, isolated customer interactions and siloed data are creating major pain and frustration.

Clearly, legacy contact center technology, including CCaaS, is failing to keep up with today’s customer expectations and the needs of those who work with contact centers — agents, managers, and executives.

Yet, while Michaeli’s point may ring true, consider CX Today’s recent article: The State of the CCaaS Space: 5 Uncomfortable Truths

The article uncovered several issues beyond the capabilities of CCaaS platforms, but instead in the actions of some providers delivering them.

Consider contract inflexibility. So, if a contact center agrees to mandatory seat increases, they’re left with little wriggle room if their migrations stall. Therefore, they must pay for more than what they use.

Another issue is vendor lock-in attempts. A classic example of this is when a CCaaS provider attaches calling plans to their contracts and takes control of the numbers. As such, customers can’t port them autonomously and test other solutions.

Yet, perhaps the most common issue is radio silence. The vendor helps install the tech but then leaves the contact center to their own devices.

Why is this such an issue? Because cloud tech is not static, it requires constant evolution to optimize performance.

Without this evolution, many contact center leaders will be left scratching their heads, asking: why did we ever move off our legacy platform?

Contact Centers on The Hunt For New Technology Solutions

With the aforementioned statistics and analysis, it comes as no surprise that 93 percent of contact center leaders are evaluating new technology solutions.

This creates challenges and opportunities in equal measure. As the AI revolution continues to spread, contact centers are hedging their bets on which vendor to aid them on their journey.

Part of the challenge this time is in avoiding the aforementioned issues. Central to that is talking one-to-one with reference customers, hearing those “warts and all” stories.

There is also value in reading analyst reports, like the Gartner Magic Quadrant or the Forrester Wave. But don’t take these as the be and end all. Focus on the “cautions” shared in these reports; that’s where the best learnings often lie.

For information in this vein, check out the following video featuring Nerys Corfield, Director of Injection Consulting: What Should I Look for In a CCaaS Platform?

CCaaS Plays a Key Role in The Future of AI Implementation

As a final point, it’s critical to note that the rise of AI may be contributing to dissatisfaction with contact center technology.

After all, contact center leaders see all the headlines about how AI is set to transform the sector, but – in many cases – large-scale automation still feels intangible.

Nevertheless, they’re under pressure to get results, with 91 percent of people surveyed noting that their business sees customer experience as a key starting point for AI.

 

 

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