The switching landscape has changed significantly within the past 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.
Having the ability to support diverse communication channels as well as burstable capacity (for peak flows e.g. Clearing) are just two pressure points that universities really need to consider, as they weigh up the options for IP migration.
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, 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 by locking universities in with one supplier.
C3’s leading-edge communication applications, which include a multichannel contact centre solution, 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.
Taking this granular approach encourages a pick-and-mix 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’ suppliers who can offer strong technological leadership and more advanced solutions to satisfy changes in legislation e.g. such as PCI DSS Compliance for credit card payments.
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For more information about C3 please visit www.c3.co.uk or email sales@c3.co.uk.
C3 has worked with a number of universities and other higher education institutions who have opted for this hybrid migration approach. 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.
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