With Avaya announcing the end of free technical support for contact centers with fewer than 200 seats, many small to midsize businesses and larger enterprises find themselves needing to make a decision. It’s vital to confirm whether a contact center solution can meet operational demands, and this shift provides the ideal opportunity to assess if the current setup remains the right choice. Businesses should consider six key questions when assessing a contact center solution.
1. Is Customer Support & Service an Issue?
A contact center is the heartbeat of customer interactions, so reliability is non-negotiable. Frequent system downtimes, outages, and slow response times from a provider’s support team can directly impact customer satisfaction. If organizations struggle with unhelpful support or delayed issue resolution, it may be time to explore other options.
2. Does the Solution Offer Scalability & Flexibility?
As companies grow and evolve, their contact center systems should, too. If the current software cannot accommodate increases in agents, locations, or call volume, the business may encounter significant bottlenecks. A truly adaptive platform can adjust capacity as needed, integrate with new features seamlessly, and handle shifting market demands.
3. Is the Cost Too High?
High operating expenses and weak returns on investment can be serious setbacks. Ongoing fees for licenses, maintenance, or additional integrations can quickly become burdensome. If some paid features aren’t even being utilized, it’s crucial to re-examine whether the provider is genuinely delivering value.
4. Is the Technology Outdated?
Modern contact centers need up-to-date capabilities to remain competitive. A lack of AI-driven tools, automated chatbots, or self-service portals could indicate the system is lagging behind. Limited or disjointed omnichannel functionality, such as difficulties integrating voice, chat, email, and social media, also impedes customer engagement. Robust analytics, reporting, and call monitoring tools are also essential for operational efficiency.
5. Are Integration Challenges Hindering Efficiency?
Seamless integration with customer relationship management (CRM) tools, helpdesk software, and workforce management (WFM) systems is vital. If a current solution struggles to reliably connect with essential business applications or lacks API flexibility, operational inefficiencies will negatively impact productivity.
6. Does the Solution Meet Evolving Compliance & Security Standards?
Regulatory compliance and data security are critical in today’s rapidly evolving digital landscape. If a provider does not meet industry regulations such as GDPR, HIPAA, or PCI-DSS, businesses can be at risk. Strong encryption, access controls, and robust security measures are necessary to protect sensitive customer data and avoid legal or reputational damage.
The Importance of Reliable Support & Service
A business should always ask prospective contact center providers: Does the provider offer free 24/7 technical support, regardless of the number of seats contracted? Is the support delivered via layers of AI-driven bots or is there a human professional managing requests? Reliable technical assistance should be a given, not an added luxury. Ensuring that a provider offers accessible and effective support is fundamental to smooth operations.
NUSO Connect Contact Center Solutions
For organizations seeking a contact center solution that prioritizes reliability, scalability, and cost-efficiency, NUSO Connect may deliver the perfect fit. Whether a business operates on a small or large scale, NUSO Connect offers tailored contact center solutions, including:
NUSO Connect for Business – Designed for businesses seeking a robust, cost-effective contact center solution without the need for a dedicated IT team to manage it.
NUSO Connect for Enterprise – A scalable omnichannel solution for organizations with complex compliance and communication needs.
NUSO Connect Recorder – Advanced recording capabilities to enhance compliance, security, and quality assurance in or out of a contact center environment.
This is the perfect moment to confirm that your contact center solution truly aligns with your organization’s requirements—waiting for outages, support phase-outs, or unexpected expenses can harm operations. Companies should proactively explore solutions and select a provider committed to their success both now and in the long run.
Do you need support in evaluating your current solution provider? Get in touch with us now!