Interactive Intelligence Research Report Sample

This study investigated the experiences of contact center managers and found:

• All-in-one systems do not have to be adopted via rip-and-replace approaches.
• Centers have made successful conversions to all-in-one systems through one of several migration approaches.
• The keys to success are good self-knowledge, meticulous planning and excellent integration for as long as the legacy systems continue to be used.
• This said, most managers who decide to adopt all-in-one systems prefer to have as short a change-over as possible, for compelling operational reasons.
• In addition, when the numbers are run, the financial advantages of quick and complete adoption may command attention

The high level conclusion is thus that there are many paths to all-in-one adoption. There is not a single roadmap, or a monolithic best-practices approach, but rather a matrix of considerations that managers should take into account when making their technology decisions.

The justifications for considering an all-in-one system remain those that were revealed by the first two research papers: operational simplicity and lower costs. This paper shows how, on a practical level, those who want to migrate to all-in-one, but are daunted by the perceived need to “rip-and-replace”, may follow an alternative path toward their goal. By providing an analytical framework, and a matrix-style roadmap, this paper can open mangers’ eyes to possibilities that they might not have considered. Then they can take decisions with better information and greater confidence.