“Rip and replace” is a term that is all too familiar to the manager that is responsible for upgrading and modernizing their company’s infrastructure. Contact center infrastructure vendors have worked hard to convince these decision makers that there is no time like the present to move to a “unified communications” on-premises solution that encompasses all of the critical components of the modern contact center. An integrated solution will improve productivity, reduce costs and help take you to the “promised land”. Sound familiar?
What these same vendors don’t want you to know is that, once you make this move, you are now locked into their proprietary environment — although they will claim that it is open — for another 5 to 10 years. New features aren’t free or actually even new, they are paid for and not leading edge so, essentially, you have sub-optimized functionality at the component level in order to have an integrated solution. The whole might be greater than the sum of the parts but the parts are not best of breed. Also, implementation time, or time to value, for these deployments is measured in months, if not years. Wait until you receive the annual maintenance bill – often... Read more
Archive for Jim Milton 
Hybrid Contact Centers: The Cloud Will Set You Free
Posted by Jim Milton on January 27th, 2012 at 8:47 am
