Contact center modernization is the initial phase to customer engagement transformation. Legacy systems is one of the top technology challenges that constrain IT development. These systems are expensive, hard-to-maintain and integrate to. And most importantly, the majority of them do not support modern digital and analytics capabilities – essential to providing effortless and consistent customer journeys.
To make the very first step toward digital transformation, businesses need to start looking into upgrading outdated call center technology, like ACD, IVR, routing, etc.