... TIME IS OF THE ESSENCE WHEN IT COMES TO SUNSETTING TECHNOLOGIES. THE PIVOTAL MOVES NEEDED TO SECURE REPLACEMENT TECHNOLOGIES TAKE TIME TO EVALUATE THE FULL MARKETPLACE OF OPTIONS... means business leaders are now being pushed to rapidly develop comprehensive transition strategies that prioritize operational continuity while embracing modern capabilities.
TECHNOLOGY MANAGEMENT
BY KIRK JUBECK, INTERVISION
ILLUSTRATION PROVIDED BY ADOBE STOCK
PLANNING FOR THE INEVITABLE HOW TO TRANSITION TECHNOLOGY WHEN IT DIES.
Everything faces an end. And technology is no exception. Indeed, technology systems must be retired when they become outdated, pushed off stage as newer solutions take the forefront. It’ s only natural.
Earlier this year, Avaya announced that it was discontinuing contact center-as-a-service( CCaaS) deployments under 200 seats, leaving thousands of small and mid-sized organizations uncertain about supporting customer engagement operations.
But what’ s different about the Avaya discontinuation— and other discontinuations recently of its scale— is the quickening pace with which technologies are being retired, and the timeframes between when these retirements are announced and non-support occurs. Contact centers are increasingly facing end-of-life( EoL) technologies, which
... TIME IS OF THE ESSENCE WHEN IT COMES TO SUNSETTING TECHNOLOGIES. THE PIVOTAL MOVES NEEDED TO SECURE REPLACEMENT TECHNOLOGIES TAKE TIME TO EVALUATE THE FULL MARKETPLACE OF OPTIONS... means business leaders are now being pushed to rapidly develop comprehensive transition strategies that prioritize operational continuity while embracing modern capabilities.
TIMING IS KEY
The challenge for contact centers is that time is of the essence when it comes to sunsetting technologies. The pivotal moves needed to secure replacement technologies take time to evaluate the full marketplace of options for the right new solution( s).
Choosing too hastily could lead to unnecessary sunk costs in new tech that doesn’ t meet the needs of the business.
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