Imagine trying to win a Formula 1 race in a 1970s classic. Sure, it’s charming and nostalgic, but it won’t get you on the podium. If you’re still running your Contact Centre on an old, on-premise platform, you might be in a similar situation: keeping a beautiful relic on the road while your competitors zip past in cloud-powered racing cars.
Let’s take a spin through the top reasons why it’s time to move on from legacy Contact Centre tech, car-style.
Reliability: Don’t let a classic break down on you
Legacy Contact Centres are like vintage cars. They may still run, but keeping them roadworthy requires specialist parts and engineers, both increasingly hard to find and expensive to retain.
Some legacy solutions, like old Avaya platforms, are supported by only a handful of skilled partners in the UK. When something breaks, it’s not just about cost, it’s about whether anyone even knows how to fix it. That’s not a risk most organisations can afford.
With cloud platforms, reliability isn’t an ongoing headache – it’s built-in. Think of it as swapping that old engine for something built to run, scale, and adapt without the drama.
Security: Legacy risks you can’t ignore
If you’ve got an on-prem system, patching and maintenance are on your shoulders. And as those systems age, so do the security risks. It’s like parking your classic car on the street with the doors unlocked, if someone wanted to steal it, it wouldn’t be hard.
Cloud solutions take the burden off your shoulders. Updates, patches, compliance, they’re handled centrally, continuously, and proactively. You get peace of mind and your customers get secure, trustworthy experiences.
Performance: A new benchmark for customer contact
That on-prem system might have been top-of-the-line a decade ago. But today? Even a modest cloud setup would outperform it. In car terms, your legacy system might still “run,” but a Fiesta or modern Mini would outpace it on every curve.
Cloud Contact Centre solutions offer:
- Real-time analytics
- AI-enhanced interactions
- Seamless omnichannel service
- Scalable infrastructure
And like any high-performance car, it’s built for today’s road, not yesterdays.
Modularity & features: From tinkering to transformation
Old on-prem systems are generally modular and over time cobbled together. You rely on different systems to integrate and speak the same language, which becomes harder over time.
By contrast, cloud platforms are like a high-tech Swiss Army knife, one integrated system, multiple functions. Need AI-driven insights? It’s built in. Want to connect new apps or platforms? Just plug them in via an API.
Some modern features like radar guided cruise control or massage seats may not needed every day, but are real game-changers when you do.
Make the leap: From lagging to leading
Staying on a legacy Contact Centre might feel safe, but it’s also limiting your potential. In a cloud world, you’re no longer constrained by outdated systems or limitations of upgrades. You’re free to compete, innovate, and deliver standout customer experiences.
At IPI, we don’t just move you to the cloud, we help you make the most of it. Like AMG to Mercedes, we fine-tune performance, extend your runway, and make the transition smooth and strategic.
Ready to start your engine?
If this resonated, especially if you like cars, we’d love to talk. Our team can guide you from old-school to modern-classic, helping you navigate the change with confidence. Get in touch here.
And if you’d like to hear how our customers made the journey, we’ll be happy to connect you.
In the meantime, I’m off to find some keys and test something a little more exciting…
Dave has been part of the IPI family since its inception, since his time as Divisional Director at ML Integration. Taking up the Sales Director role initially, Dave moved into his current role as our Strategic Partnership Director in 2020 and owns P&L responsibility for the Systems PGO. Here, Dave uses his 25+ years of experience in Contact Centre sales to focus on bringing additional value and revenue streams to IPI, and manages IPI’s relationships with our key strategic partners. In September 2020, Dave led the campaign to IPI becoming Genesys’ EMEA Partner of the Year.
