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Why should you move from Legacy PBX to Modern Contact Center Software?


If your legacy PBX system is making it difficult for you to keep up, resulting in poor customer experience, it’s time that you upgrade to a modern contact center software. Now, you do not want to rely on an age-old system that is just because the installation is cheap. 

The world of contact centers has come a long way. Businesses are transitioning from legacy PBX with Phone systems to a modern contact center because of high inefficiency, lesser hardware and maintenance costs, and exceptional customer experience. If you are experiencing low agent productivity, heavy IT dependence, high turnaround time, broken customer experience, and inefficient or siloed interaction channels, then you need to upgrade your legacy PBX system to a modern contact center software.

So, before you think of sticking to a PBX system, here’s what you need to ask yourself and your team:

  1. Do you want your teams to be doing more in less time?
  2. Do you want to fast track your telesales and collections process?
  3. Are you a no-excuse customer experience provider?
  4. Do you want to convert more and sell more with automated software?

If yes, then read along as I walk you through the reasons why you should have moved to an Omnichannel Customer Engagement Platform and let go of your PBX, yesterday.

Provide an Omnichannel Customer Experience vs Voice only PBX

According to the Aberdeen Group, businesses that provide consistent customer service quality across multiple channels will retain 89% of their customers.

And while I am just stating the obvious here, providing omnichannel customer experience is the key to deliver an experience that the customers demand. Reaching to the customer service department of your brand should be effortless for the customers. 

If a customer is requesting immediate assistance, they will look through their most preferred/used channel. Instead of putting the customer on hold for long, you can simply provide the customer with a chat channel such as WhatsApp and Facebook Messenger to find a quick resolution to their problem.

How is it going to solve your problem? Your brand will then get to increase First Contact Resolution (FCR) and reduce the Average Handling Time (AHT). It is really not an option for you to provide a broken customer experience.

Reduce the Cost of Service with AI Readiness

You must be experiencing a surge of almost 30-40% in inbound call volume for the past six months. So, what’s your solution? Are your agents doing more in less time, or are they overloaded with calls each minute of the day?

Augmenting Artificial Intelligence (AI) and Natural Language Processing (NLP) in your communication stack can streamline your customer interactions. Integrating chatbot and voice bot can resolve 80% of first-level queries, even without human intervention. This will significantly save your agents’ critical time while bot solves most of the first-level queries.

And it is not limited to that. It gets better with infusing human intelligence, allowing the bots to transfer complex queries to an agent, providing an end-to-end solution to the customers. 

According to Forrester, 63% of customers are happy to be served by a chatbot if there is an option to escalate the conversation to a human.

With a chatbot or voice bot, you can serve more customers with fewer agents in less time, thus reducing the cost and delivering superior customer experience.

Automated Dialer Technology to Save Agents’ Time

Your current legacy system does not provide automated dialing flexibility, and the agents are, more often than not, stuck with manual dialing.

With a modern contact center software, you can increase your agents’ efficiency as the dialer takes care of mundane tasks. It increases your connect rates and conversion rates for outbound calls. An auto dialer filters the calls with answering machine detection (AMD) to connect the agents only when a human answers the call. This helps the agents focus on quality leads and skip the part where they have to wait for a busy tone, call not answered, or answered by machine to jump to the next call.

By automating the calling process, you can see a dramatic improvement in agents’ efficiency and fast track your telesales and collection process.

CRM Integrations to Preserve the Context of the Conversation

Take my word; customers do not like to repeat their problems to 10 different agents. If a customer’s call needs to be transferred from one department to another, it should be flawless. But, if your legacy system does not incorporate an integrated communication channel, the conversation’s context gets lost, leading to poor customer experience.

Now, with CRM integration, your agents can transfer the context of the conversation, ensuring that the customers do not have to repeat their problem. Additionally, the agents can gather the context from previous interactions and provide a disposition or outcome of the call for future references within the CRM.

This is achievable when you transcend from a legacy contact center to a modern approach.


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