Drive new customer experiences with legacy technologies.

© Axim Global 2019. All rights reserved.

The gap between legacy systems and customer expectations is growing, yet digital transformation equals time and risk.

The answer? Apply digital solutions to legacy so it’s more agile and responsive to customer demand.

Can you step-change your contact center experience without step-changing your technology?

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Legacy call center infrastructures are failing to deliver the digital engagement customers expect, or the simplicity agents demand. For contact centers to drive business growth and build customer loyalty big changes are required.

80% of companies say their current customer services systems won’t meet their future needs1.

1 DimensionData

Seamless customer interaction at all touchpoints, enabled

by silo-free systems and integrated channels of

communication.

Virtual agents, bots and AI delivering low-level services,

improving self-service and managing service requests

from the IoT.

More flexibility to scale operations, more mobile working,

increased customer responsiveness and lower

business cost.

Driven by fewer high value customer interactions, fueled by agents with new skills and

work models, enabled by simpler digital tech.

A single customer view, more personalized experiences, and improved social media

strategies from better- connected data.

True omni-channel

Machine-led customer service

Cloud centric

A new agent model

Hyper- connected data

What will the contact center of the future look like?

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Legacy is being left behind by digital transformation and cloud migration and as its obsolescence accelerates and the business risk intensifies.

Legacy is failing...

2 Forrester 3 Accenture 4 Genesys

89%

of customers get frustrated because they need to repeat their issues to multiple representatives3.

42%

of service agents cannot efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications2.

75%

of customers believe it takes too long to reach a live agent4.

Contact center technology must be modernized so businesses can meet growth targets, exceed customer expectations and empower call center agents to deliver consistent experiences throughout the customer journey. But contact center transformation can take time, and customer experience transformation can take many years. What’s certain is that your customers won’t wait for you.

5 Microsoft 6 RightNow

89%of customers have stopped doing business with a company after experiencing poor customer service6.

56%of customers have higher expectations than a year ago5.

But transformation comes with problems...

...your customers are impatient.

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The answer is to intelligently supplement legacy with tailored digital solutions, designed to meet your critical customer demands and your biggest business challenges. It focuses legacy modernization where it’s most needed, fastest. It requires looking at your legacy technology in a very different way...

It’s a smarter way of updating contact centers for the 21st century that helps businesses be agile and responsive to customer demand: by maximizing the potential and mitigating the risk of contact center legacy. And it’s the solution to 2018’s big contact center priorities.

Legacy is unsustainable and rapid transformation is unrealistic... so what’s the answer?

A third way.... ...don’t rip and replace, refocus and re-energize.

39% Reducing customer effort

37% CX automation (for engagement e.g. chatbots)

34% Improving Voice of Customer/intelligence strategy

33% Customer journey mapping

33% Improving agent experience

31% Using customer insights to personalize CX

30% Upgrading technology

29% Optimizing training/learning

28% Improving collaboration with other departments

27% Integrating contact channels

Ranking the top 10 contact center priorities

for 2018, 8 focus on optimization, only 2 focus

on transformation7.

2018 contact center priority rankings

7 CCW

How can it be achieved?

Legacy Governance

Think technology latency, not legacy

technology

Identify and mitigate the

greatest risks

Leverage assets that work well

Focus on digital solutions which most

improve legacy

Renew the processes that most

need updating

Don’t think digital transformation, think...

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What it could mean for your business...

Increase the investment

return on legacy technology

Contingency plan at-risk

technologies in the enterprise estate

Improve the effectiveness of the current state

environment

Better integrate new and old

customer service technologies

Identify and optimize the latency

in existing architecture

© Axim Global 2019. All rights reserved.

Axim brings strong governance to contact center legacy. We employ an Enterprise Sustainability Assessment™. It assesses the current enterprise architecture estate. Then it audits the current state environment, business drivers and CX capability and recommends where legacy technology can strengthen customer service or create business risk – and where change should be focused. It’s a three-stage process:

How Axim is helping others...

Effectiveness audit

• Capture current state environment architecture

• Current business drivers effecting telecoms solution

• Current CX delivery and management tools

Strategic analysis

• Current state compatibility

• Product feature planning

• Obsolescence risk management

Recommended direction

• Weighted decision matrix

• Risk areas and impacts

• Legacy optimization timeline

Decision roadmap report

1

2

3

© Axim Global 2019. All rights reserved.

Enterprise communications can no longer be average, they must be brilliant. The key is operational excellence. Axim helps you achieve it. We optimize and de-risk architectures, make cloud migrations frictionless, ensure seamless CX delivery, and increase data potency. The result? We’re helping organizations to cut cost and risk, grow revenues and efficiency, and increase customer service and satisfaction. To learn more visit www.aximglobal.com

Discover how an Enterprise Sustainability Assessment™ could benefit your business, visit aximglobal.com

www.aximglobal.com

© Axim Global 2019. All rights reserved.