Your outdated contact center systems cost more than you think.
Many customer experience (CX) leaders stick with legacy solutions, thinking it's cheaper or safer than upgrading. But the long-term costs of dated technology far outweigh its benefits.
Legacy systems create inefficiencies that negatively impact your operations, customer experience, and profitability. From inflated expenses to increased customer churn, these costs can affect more than you realize. Here are some ways outdated CX systems can impact your organization:
- Poor Customer Experience
Contact centers collect large volumes of customer data. But this data often lives in silos across legacy systems. Disconnected and inefficient workflows affect at least 40% of contact centers, hindering their ability to respond effectively to customer needs.i
The result? Long wait times and frustrated customers as agents struggle to piece together contact histories and account data across different channels.
- Increased operational and IT costs
With legacy systems, employees often must perform routine tasks manually. These costly, time-consuming processes take agents away from their core focus—delivering amazing customer experiences—and waste labor hours.
Maintaining an aging CX system can also strain your IT budget. Legacy technology needs frequent repairs and costly custom-built integrations. These ongoing expenses add up quickly and can easily outpace the cost of upgrading to more reliable, future-ready solutions.
- High agent churn and staffing shortages
Agent turnover at contact centers is alarmingly high, reaching rates of up to 50%.ii With today's record-breaking call volumes and high-conflict customers, it's no surprise that agents burn out. Staff shortages only compound the problem, creating a vicious cycle: overburdened agents trying to keep up with demand face even greater stress, leading to higher churn rates.
Outdated customer experience systems exacerbate these challenges. Clunky interfaces, information silos, and limited customer data prevent agents from resolving issues quickly. Instead of empowering your employees, these systems make their jobs harder, draining their morale and making it more difficult for you to retain top talent in a competitive hiring market.
From hesitation to transformation: How modern customer experience platforms drive big results
Concerns about migration costs, agent adoption, and business disruptions shouldn't stop you from transforming your CX. Modern CX systems can minimize downtime during migrations and deliver a fast return on investment.
Organizations that upgrade to advanced contact center platforms achieve transformative results. Ameriflex, a leading provider of employee benefits, now resolves 40% of its inquiries with a conversational FAQ bot. Orange County United Way boosted CX efficiencies and automated 40% of 211 call traffic—saving the county millions in social service costs. With a modern CX platform, both organizations have freed their agents to focus on customers who need personal service.
Save 80% over your legacy contact center systems with Amazon Connect
Upgrading to a modern contact center platform, like Amazon Connect, can transform your CX and position your organization for long-term success.
Amazon Connect is a cloud platform that helps contact centers deliver personalized support, anticipate customer needs, and resolve issues faster. It does this by:
- Unifying your customer experience channels and data so agents can quickly find information.
- Automating labor-intensive tasks, freeing agents to have more strategic and empathetic interactions.
- Using AI to help you predict and respond to customer needs with precision.
- Giving you deeper insights into customer engagement patterns so you can enhance your contact center services and increase customer loyalty.
With Amazon Connect, organizations have boosted customer experience efficiencies while seeing 80% savings over their legacy contact center systems.iii
Start Your Customer Experience Transformation
Sticking with your legacy contact center systems might feel like the safer choice, but the hidden costs—poor customer experiences, rising operational expenses, and agent burnout—make it a risk you can't afford. Upgrading to a modern, unified platform like Amazon Connect can drive the efficiency, agility, and customer satisfaction your organization needs to succeed.
At SoftwareOne, we understand how daunting change can feel, but we're here to make it seamless. As an AWS Premier Tier Services Partner, we can provide the strategy, expertise, and hands-on support you need to transition to Amazon Connect and unlock its full benefits. From unifying your CX data to implementing generative AI tools for better customer outcomes, we'll help you transform your contact center from a cost center into a competitive advantage.
Want expert guidance for your CX transformation? Explore our Amazon Connect services.
Ready to take the first step?
Download our eBook to learn how a modern CX platform can improve customer satisfaction, retention, and loyalty—while reducing your costs.
iHarvard Business Review: Elevating the Value of Customer Service through a Data-Driven Approach, 2023
ii Forrester’s Christina McAllister via Marketplace.
iii SoftwareOne: Reimagine the Customer Experience, 2023
i Harvard Business Review: Elevating the Value of Customer Service through a Data-Driven Approach, 2023
ii Forrester’s Christina McAllister via Marketplace.
iii SoftwareOne: Reimagine the Customer Experience, 2023
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