With Avaya announcing the end of free technical support for contact centers with fewer than 200 seats, many businesses, SMBs and Enterprise, are finding themselves at a crossroads. Ensuring a contact center solution meets operational needs is crucial, and now is the perfect time to reevaluate whether the current system is the right fit. Here are six key questions businesses should consider 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?
Business needs change over time. Contact center software should be able to scale accordingly. If a current system cannot handle growth—whether in terms of agents, locations, or call volume—damaging limitations may arise. One-size solutions rarely fit all business needs in today’s market. A flexible solution should allow businesses to scale up or down easily, integrate new features, and adapt to evolving demands.
3. Is the Cost Too High?
High costs and poor return on investment (ROI) can be major pain points. Expensive licensing fees, maintenance costs, and additional charges for integrations or upgrades can quickly add up. If organizations are paying for features that are not utilized or find the cost-benefit misaligned, clearly reassessing whether the provider is offering true value is essential.
4. Is the Technology Outdated?
A modern contact center requires advanced capabilities to stay competitive. If a system lacks AI-driven automation, chatbots, or self-service features, it may not be keeping up with industry standards. Poor omnichannel support—such as the inability to integrate voice, chat, email, and social media—can hinder 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 providing support? 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.
With the award-winning NUSO network, backed by AI-powered NUSOflex, you get industry-leading network reliability and responsive, 24/7 human-based Support you can count on. Learn more about how NUSO Connect can transform contact center operations for any-sized business and budget: NUSO Connect.
Now is the time to ensure a contact center solution meets business needs—waiting until service disruptions, end-of-life or support announcements, or cost increases force a change is detrimental to any organization or business. Businesses should evaluate their options and choose a provider that supports their success today and into the future.
