Is your contact center software looking a little worse for wear?  Are you concerned that you aren’t getting accurate data from the reports?  Or are you missing some newer features that would provide a lot of value to your contact center?

If you’re asking yourself any of these questions about your contact center software, then it might be time for another look at your software.  It’s important to evaluate your solution for a variety of factors, including your return on investment.  The indicators below could be a sign that it’s time to consider updating or upgrading your contact center software.

  1. Your current solution isn’t supported – This is so huge!  If your software solution is no longer supported then your contact center is due for a major upgrade.  If the company doesn’t think it’s valuable to support the software anymore, then there’s probably a good reason for it.  Unsupported software is generally outdated, missing a lot of valuable functionality or the technology behind it is obsolete.  If being outdated wasn’t enough of a reason for you, then this should make you think twice: if your software is not supported, then you can’t get additional help or troubleshooting if your software starts having issues.  Then you’ll be stuck with software that isn’t giving you the accurate information you need.
  2. It’s Too Difficult to Use (and Explain) – If your software is too hard to understand, then it might be time to find something a little less convoluted.  Now you might be asking, “why would I bother learning something new when I already know how to use it and I’m the only one who needs it?”  Well, if you go on vacation or transfer to a different position, then you’ll be teaching someone else how to use the software (or else it turns into No. 3 below).  You want your entire team to be able to get the most out of your contact center application, so it needs to be easy to learn and easy to use.  Then, everyone who needs contact center views or reports will be able to access them on their own, not relying on just one person’s knowledge of the system.
  3. No One’s Using It – If no one is using your software, then it’s time to consider why they aren’t using it.  Is it too difficult (like No. 2 above) or did it just get put on the shelf for no apparent reason?  If your software is getting little to no use, then why would you continue to not use?  The cost of the software goes beyond the initial price tag because there are continuing costs of support, maintenance and the IT staff’s time.  When you don’t use your software, then you definitely aren’t getting the full return on your investment.  And depending on how long it’s been sitting unused on the shelf, it might be time for an upgrade.
  4. New additions to the software costs big bucks – Your business isn’t static.  Instead it changes constantly and grows over time!  So, you don’t want contact center software that costs an arm and a leg to maintain.  If you’re spending a lot of money to maintain your current software, add new users, sites and features, then take a moment to think about those costs.  Are those additions actually costing you more than purchasing a new software application with more flexibility and features?  If that answer is yes, then it’s time to say goodbye to your outdated, expensive contact center software.
  5. You can’t get data on multiple sites – If you have several different locations, then you’re going to want information on the calls at each different site.  You want to be able to easily compare the performance of each site as well as learn about your organization-wide phone system usage.  Instead of trying to piece together the information from multiple different applications (which may not even have the same reports!), look for a contact center application that has multi-site capabilities and save yourself the headache.