Free guide · Contact centre

Planning a contact centre upgrade? Start with these 7 questions

A practical guide to updating your contact centre.

Learn the seven questions that help organisations avoid common contact centre upgrade mistakes, build a stronger business case and choose the right platform and partner. 

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THE GUIDE

Your guide to upgrading your contact centre, without the guesswork.

If your contact centre is somewhere on this year's risk register, you're not alone. Most UK IT leaders are dealing with the same ageing lines, the same pressure to cut cost and improve service and the same question: where do we actually start?

Inside, you'll get:

  • How to identify the customer journeys causing the most friction.
  • The seven questions every organisation should answer before choosing a new platform.

  • What the PSTN switch-off means for your contact centre plans.

  • How to build a service and channel strategy that supports long-term growth.

  • A practical checklist to help you evaluate suppliers.

  • Lessons learned from real public sector and enterprise migrations.

Get your free contact centre upgrade guide

No obligation, just practical advice to help plan your next steps.

Real-world results from organisations that have already made the move

The guide includes case studies from the Driver and Vehicle Licensing Agency, the Highland Council and CRIS.

Analyse-data

£8m

saved over the contract term after DVLA replaced its legacy telephony and contact centre infrastructure.

One-bill-one-contact

300,000

self-service sessions a month, with 30% resolved without an agent, once DVLA's platform went live. 

Improve-collaboration

5,000

users and two contact centres migrated across 400 sites by the Highland Council in under a year. 

Why this matters now

The cost of delaying a contact centre upgrade

This guide helps you assess whether now is the right time to upgrade, build your requirements and avoid common mistakes during supplier selection. 

 

£234bn

lost UK sales a year from poor customers experience.

36%

of customers leave for good after a single poor call.

3.9 

different communications technologies run by the average contact centre.
Contents

7 questions to ask before you upgrade

A contact centre upgrade touches technology, process and people all at once. This guide walks you through each question with specific steps we use with our customers.  

  1. Do you know where customers get stuck?

  2. Do you have an honest baseline?

  3. Is the PSTN switch-off your trigger or your whole plan?
  4. Do you know your channel strategy?
  5. Is self-service designed in or bolted on? 
  6. Are your agents part of the project?
  7. Can you partner show their work? 
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Take the guesswork out of your upgrade

Get the guide first, then talk it through with one of our specialists. No pitch needed, just a clear view of your options.

Download your free guide