March 10

Contact centers should opt for CX migration to avoid the pitfalls of adding bolt-on channels

Today, many contact centers are looking to improve their CX delivery by adding bolt-on channels, but this approach is not always the best solution, as it can be rife with compatibility issues and pitfalls down the line.

In this article, we will explore why contact centers should opt for CX migrations instead of adding bolt-on channels.

What are bolt-on channels?

Bolt-on channels are additional communication channels that are added to a contact center’s existing infrastructure to expand the available communication channels. 

Common bolt-on channels include social media messaging, chatbots, and self-service portals. The idea behind them is to provide customers with more options for communication, so they can choose the channel that is most convenient for them. 

However, adding these channels can create problems for contact centers as they can also create silos of information and disjointed customer experiences. They may also require separate systems and processes, leading to additional complexity and costs.

What are the drawbacks of bolt-on channels?

While adding bolt-on channels seems like a good idea in theory—as they may seem like a quick fix to meet customers’ evolving needs—they can lead to several drawbacks and can cause significant problems for contact centers in the long run, such as:

  • Inconsistent customer engagement: When contact centers add bolt-on channels, they often create fragmented customer engagement. Customers may have different experiences depending on which channel they use, leading to confusion and frustration.
  • Increased complexity: Adding bolt-on channels can increase the complexity of contact center operations. Each channel requires different processes and tools, which can be challenging to manage.
  • Higher costs: Adding bolt-on channels can also increase the cost of running a contact center. Each channel requires additional resources, such as staff, technology, and training.
  • Integration challenges: Bolt-on channels may not be fully integrated with the contact center’s existing infrastructure, which can cause technical problems and create inefficiencies.

Why Opt for CX Migrations instead?

CX migrations involve moving away from a siloed approach to a more comprehensive solution that integrates all communication channels into one platform. 

By migrating to a more modern and better-suited CX platform (perhaps a cloud-based one) that offers an integrated, omnichannel solution, contact centers can address the problems associated with bolt-on channels and improve their overall customer experience.

How are CX migrations the better long-term solution?

CX migrations provide a consistent customer experience across all communication channels. Customers will have the same experience, regardless of the channel they use.

Simplified operations from CX migration as contact centers can provide a single platform for managing all communication channels. This reduces complexity and streamlines processes, making it easier for agents to manage customer interactions.

Lower contact center costs by migrating to a better CX platform by reducing the need for multiple resources, such as staff, technology, and training. By consolidating all channels into one platform, contact centers can reduce overhead costs.

Migrating to a modern CX platform Improves efficiency, by eliminating the need for duplicate processes and reducing the time it takes to manage customer interactions. Agents can quickly access all relevant customer information and communicate with customers across all channels from one platform.

CX migrations provide better insights into customer behavior and preferences. By collecting data from all communication channels, contact centers can gain a comprehensive understanding of their customers and use that information to improve their services.

Get all the insights you require to take the next step in your CX migration journey with clarity

While bolt-on channels may seem like a quick fix, they often create more problems than they solve. Contact centers should be wary of the potential issues associated with bolt-on channels and consider migrating to a CX platform instead, but this too must not be like taking a shot in the dark.
Therefore, It is recommended that organizations gain insights through reliable CX forensics to uncover the best path to take in migrating from their legacy CX systems.

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