The death rattle of legacy phone systems
In a survey of 130 IT professionals conducted by BizTechInsights from December 2016 to February 2017, 96% of respondents agree that legacy business phone systems are unable to keep pace with the constantly evolving needs of today’s global and mobile workforce.
The main reasons for their failures are:
- Lack of integration to back-office applications. Business stakeholders are eager for new capabilities that influence how much value they’ll get out of the software they already rely upon every day. But legacy PBX vendors no longer update their offerings to include options such as seamless CRM integration to improve customer service with automatic communications-logging capabilities, or email integration to consolidate directories for easier collaboration with contacts.
- End-of-life products or vendor-discontinued support. The traditional enterprise PBX market has been in decline for some time, and the trend is accelerating. Many major vendors have already taken what once were best-selling systems off the market. That leaves businesses in a perilous state when problems rear up that can’t be addressed because critical components can’t be replaced or bug fixes haven’t been issued. Equally problematic is that they’re left in the lurch when new communications features—such as application integration and other capabilities—are required to stay competitive.
- Lack of appropriate IT or telecom staff support. With legacy PBX systems, it’s never been easy to update servers to stay current or to extend services to new locations and countries without significant IT time and effort. That problem becomes an even bigger issue if in-house IT expertise is lacking on this front (as is likely given that, as time goes on, fewer IT employees or outside consultants have the skill sets to support older phone systems), or if the limited staff resources that are available need to be deployed in the service of revenue-producing endeavours.
- High maintenance and upgrade costs for a legacy PBX. Even if a PBX vendor still offers support and develops new features, maintenance renewal on PBX hardware is costly. Depending on the IT staff’s knowledge or availability, the business might wind up having to regularly foot bills for specialists to come in to handle updates, maintenance, customisations or other services.
- Failure to support business continuity/ disaster recovery capabilities. If a business loses power, an onsite PBX is as vulnerable to the shutdown as any other system if the company hasn’t taken any steps to protect it.
- Lack of mobile support. Not being able support a business whose employees are on the go and need mobile apps—such as softphone, chat, web conferencing, video calling, business SMS/ texting and the corporate directory—at their disposal.
All of the above are not a problem for Unified Communications and collaboration solutions. They provide an effective response to today’s business challenges. The cloud approach is an increasingly familiar option for businesses of all sizes. To find out more and how Alliance Communications can help your business call 01173 700 900 or email firstname.lastname@example.org