Capturing Social Media Interactions is a critical recording capability that is lacking as companies experience a shift in market demographics from primarily voice to a mix that includes social media interactions;
Seamless Integration of interaction management solutions into existing company systems such as CRM, ERP, etc. can be technologically challenging, complex and expensive;
Providing a Cloud Transition Path in many interactions management solutions is unclear as companies wrestle with the technological disruption brought about by the move from ‘On-premise’ technology to ‘Hosted’ and ‘Cloud-based’ options;
Standardising interaction management across multiple disparate technologies is limited in most interaction management solutions, forcing companies to deploy multiple different solutions in an environment where mixed communications infrastructure is prevalent;
OEM Commitment to local Service & Support of interaction management solution is challenging when the OEM is not customer-oriented, has a local presence and is not responsive to requests to assist with advanced support issues.