Aging Systems Impair Contact Center Performance

By Dennis McCafferty  |  Posted 2015-08-28 Email

A significant number of companies are hanging on to aging desktop systems in their contact centers, at the cost of the customer experience and other business drivers, according to an August 2015 commissioned study conducted by Forrester Consulting on behalf of Pegasystems. The study, "To Transform the Agent Desktop, Think Strategically, Act Tactically," reveals that organizations are operating on systems that are more than five years old, even though many survey respondents said their desktops are not integrated to back-office tools. Nor are they considered particularly intuitive. As a result, a great many contact center agents have to use manual workarounds to address customer issues. Fortunately, most organizations intend to upgrade their agent desktop apps, and they expect to benefit from better business process agility and increased sales as a result. "The reality for many organizations is that customer service is all too often encumbered by legacy IT systems that prevent agents from delivering great customer service," according to the study. "Organizations that rely on outdated, complex and inflexible agent desktop applications are putting themselves at a competitive disadvantage at a time when customer service and experience are more important than ever. Organizations with older contact center technology find it more difficult to deliver quality cross-channel service to customers, which can mean the difference between a brand advocate and a vocal dissenter." A total of 225 representatives of global organizations took part in the research.

Dennis McCafferty is a freelance writer for Baseline Magazine.

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