Choosing the right vendor for your contact center needs is notoriously difficult.
This isn’t just anecdotal, it’s backed by data. According to Gartner, a striking 80% of companies regret their CCaaS selection.
That level of dissatisfaction suggests deeper issues at play, especially considering the sheer number of vendors promoting “next-generation” platforms with bold, often indistinguishable claims.
Miratech takes a different approach. By stripping away industry hype, they help businesses find the right solution without the noise.
For enterprise leaders already committed to an AI roadmap but now second-guessing their choices, Mike Burrows, Director of CX Solutions at Miratech, believes reevaluating the vendor strategy is not only possible but essential.
According to Mike, “A lot of times, the vendors are trying to sell a solution. They’re trying to sell just the product and what it does. They don’t always take the opportunity to understand what the client needs. They don’t take the time to understand what the client’s CX strategy is and their entire ecosystem.”
What Goes Wrong?
The challenge isn’t typically technical but is almost always about people and process.
Many regrettable CCaaS deployments begin with biased recommendations that overlook a company’s real business needs.
Additionally, short-term decisions often override long-term scalability. Migration to the cloud often becomes a maze, with support waning just when things get most complicated.
As Burrows noted, overlooking integration requirements and signing rigid contracts with inflexible terms are common pain points that contribute to post-deployment regret.
“Leaders should really know what integrations they need and how much the extra cost will be upfront,” he added.
“The whole thing about one size fits all, a lot of these CCaaS solutions have app stores, and there’s a reason why they have app stores because they can’t meet everyone’s needs.”
What the Best Case Looks Like
So, what’s the alternative? The ideal path to transformation involves:
- Unbiased, vendor-agnostic advice that places your business needs first
- Tailored solutions aligned to operational workflows and growth plans
- Full transparency around pricing and SLAs to ensure predictability
- Scalable platforms that evolve with your business
- Seamless integration with existing tools and processes
- Flexible contracts that allow for strategic pivots when needed
This isn’t an impossible wish list; it’s a practical framework for getting contact center investments right.
On these points, Burrows added, “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. And it’s important here to prioritize longer-term adaptability and platform openness over quick deployment wins, choosing CX technologies that are not just right for today, but for tomorrow too.”
