Just five percent of contact centers "love" their current technology, according to a survey by CCaaS provider Glia.
The study shares the perspectives of 201 CX leaders and executives in banking, credit unions, and insurance.
It also found that 69 percent of these leaders are dissatisfied with their contact center technology.
While many of the businesses are likely still on-premise, the report indicates that cloud contact center technology isn't providing the silver bullet that many had hoped.
Indeed, the study underlines how many cloud transformations have suffered from budget constraints, cumbersome workloads, and regulatory challenges.
Sharing his take on the findings, Dan Michaeli, CEO of Glia, explained: "Industry-wide, isolated customer interactions and siloed data are creating major pain and frustration.
Clearly, legacy contact center technology, including CCaaS, is failing to keep up with today’s customer expectations and the needs of those who work with contact centers — agents, managers, and executives.
Yet, while Michaeli's point may ring true, consider CX Today's recent article: The State of the CCaaS Space: 5 Uncomfortable Truths
The article uncovered several issues beyond the capabilities of CCaaS platforms, but instead in the actions of some providers delivering them.
Consider contract inflexibility. So, if a contact center agrees to mandatory seat increases, they're left with little wriggle room if their migrations stall. Therefore, they must pay for more than what they use.
Another issue is vendor lock-in attempts. A classic example of this is when a CCaaS provider attaches calling plans to their contracts and takes control of the numbers. As such, customers can't port them autonomously and test other solutions.
Yet, perhaps the most common issue is radio silence. The vendor helps install the tech but then leaves the contact center to their own devices.
Why is this such an issue? Because cloud tech is not static, it requires constant evolution to optimize performance.