The generation of switches acquired in the early 2000s is now reaching end of life (and, in many cases, end of support from vendors). So, those responsible for voice infrastructure should now be considering their options, within the context of a rapidly evolving communication environment.
The switching landscape has changed significantly within the last decade. Multichannel communication is the norm and, as a result, customer interactions are already becoming a lot more complex. The focus now is on integrating multiple channels, such as SMS, web chat, email social media and, of course, voice; streamlining inbound and outbound communication for a single “360 degree” customer view.
Managing the pace of change
With legacy platforms reaching end-of-life deadlines, it has become much harder for universities and other higher education institutions to change to these constantly adapting market conditions. The teams responsible for these systems are understandably reluctant
to add new multimedia applications to the legacy switch but, given the pace of change and customer expectations (internal and external), this is an untenable position to maintain.
However, the ‘rip and replace’ IP migration path often recommended by infrastructure vendors also makes it difficult for universities to move forward. This “one stop shop” approach can be appealing: the promise of simplified deployment, single accountability, centralised management and lower costs. But it automatically cuts off any forward flexibility and control over the user experience by locking universities in with one supplier.
Flexibility throughout the IP migration
C3’s leading-edge communication applications, which include multichannel contact centre solution and IVR scripting software, are all vendor-agnostic and are compatible with TDM and SIP. We support clients taking a phased approach to migration, making it possible for them to sweat out their existing switch investments with new applications that are relevant to their user-base and can simply be migrated across to IP, preserving the user experience throughout.
Taking this granular approach encourages a pick-and-mix approach to application deployment. Not only is this more cost effective, it also gives buyers the flexibility to adopt a wide range of applications from specialised ‘best of breed’.
C3 has worked with a number of universities and other higher education institutions who have opted for this hybrid migration approach including the University of Oxford. We are specialists in bespoke computer telephony integration and work closely with clients to ensure that the path to migration is as smooth as possible.
Visit www.c3.co.uk to learn more about how C3’s computer telephony platform and associated multichannel applications can enhance your technical capabilities throughout the IP migration process.