Ever been in a situation where you needed a can opener or screw driver unexpectedly, when somebody pulled out a Swiss army knife? There’s something to be said for those gadgets: when you’re in a pinch the tool is super helpful; however, if you have the opportunity to plan, a set of full-sized tools will get the job done more accurately and efficiently.
While an all-in-one tool is convenient when needed to satisfy simple needs, frequent complex requirements may need tools that are able to be modified to achieve higher quality. Similarly to hardware tools, technical all-in-one solutions can often fail to satisfy consumers who need better quality and flexibility.
When it comes to the customer experience, contact centers should consider the pros and cons before getting stuck with an all-in-one solution that may not keep their customer satisfaction top notch. Although an all-in-one solution may impress management with value pricing and the simplicity of not having to maintain multiple vendor relationships, it is important to consider that their all-in-one support employees will be answering your questions, instead of an expert in a specific area. Additionally, all-in-one solutions may only provide a subset of functionality, which may cause challenges as the organization evolves.
Consider these pros and cons of best of breed solutions vs best of suite solutions:
|Pros of Best of Breed Solutions||Cons of Best of Breed Solutions|
|Can have best product in each subset||Deal with multiple vendors|
|Conduct maintenance on one, without affecting others||End user training may be more complex|
|Work with specialized vendors using the latest technology||Total Cost of Ownership may increase do to multiple vendor support costs|
|Pros of Best of Suite Solutions||Cons of Best of Suite Solutions|
|Integrated processes through all subsets||Could steer organization into a technical dead end|
|Fast implementation with lower costs||May lack B.O.B. features and functionality|
|Consistent data model for the enterprise||Your organization is tied to one vendor|
Luckily, organizations no longer have to sacrifice functionality for integration with CTI solutions and omni- channel features.