Call center technology vendors face a choice when they’re first starting out whether to offer functionality or stability while established vendors have had the time to address both. Here are 5 advantages of choosing a mature vendor for your call center technology.

2. Copyright © 2015 The Plum Group, Inc
www.plumvoice.com
Call center technology vendors face a choice when they’re
first starting out and developing their technology, services
and infrastructure—whether to offer functionality or stability.
It takes time to develop both, and newer vendors spend the
majority of their time just trying to get their products to
market with enough functionality to make them marketable.
Stability suffers as a result.
Here are 5 advantages of choosing a mature vendor.
FUNCTIONALITY OR STABILITY
5 Benefits of Mature Contact Center Technology

3. Copyright © 2015 The Plum Group, Inc
www.plumvoice.com
New platforms tend to have bugs, and their engineers
tend to spend a lot of time fixing those bugs. The
engineers don’t necessarily have the time for proper
effort on customer support and innovation to refine
systems. Meanwhile, seasoned providers spend very
little time fixing bugs and most of their time on
innovation and customer support.
STABILITY & FUNCTIONALITY1
5 Benefits of Mature Contact Center Technology

4. Copyright © 2015 The Plum Group, Inc
www.plumvoice.com
Call spikes can destabilize immature call center
infrastructures, while vendors using a third-party
infrastructure are reliant on the third party for scaling,
maintenance, uptime, everything.
Mature providers with their own large, stable
infrastructure can offer scaling without high cost
increases because they don’t rely on a third party and
don’t have to add hardware to update their own
infrastructure.
SCALING AT A REASONABLE PRICE2
5 Benefits of Mature Contact Center Technology

5. Copyright © 2015 The Plum Group, Inc
www.plumvoice.com
Fraud can hurt branding, customer loyalty and the
bottom line. Yet preventing fraud requires time and
money—two things newer vendors don’t tend to have.
PCI DSS Level 1- and SSAE 16-certification help
protect your business from fraud. However, getting
those certifications is usually the lowest priority for a
new vendor still struggling to get their business going.
FRAUD PREVENTION3
5 Benefits of Mature Contact Center Technology

6. Copyright © 2015 The Plum Group, Inc
www.plumvoice.com
Again, newer vendors have a lot on their plates and
often outsource customer service because their
engineers are too busy chasing bugs. Mature vendors
can dedicate resources to implementation, system
and infrastructure maintenance and comprehensive
support.
SERVICE FROM EXPERTS
5 Benefits of Mature Contact Center Technology
4

7. Copyright © 2015 The Plum Group, Inc
www.plumvoice.com
As with any industry, newer vendors are often feeling
their way along, whereas mature businesses have
years of industry expertise. That expertise informs
quality—usually translating into better support and
more functional, stable technologies and
infrastructures.
VENDOR EXPERTISE5
5 Benefits of Mature Contact Center Technology

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