Now you can have your cake, and eat it tooSeptember 27, 2016 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 SolutionsCons of Best of Breed SolutionsCan have best product in each subsetDeal with multiple vendorsConduct maintenance on one, without affecting othersEnd user training may be more complexWork with specialized vendors using the latest technologyTotal Cost of Ownership may increase do to multiple vendor support costs Pros of Best of Suite SolutionsCons of Best of Suite SolutionsIntegrated processes through all subsetsCould steer organization into a technical dead endFast implementation with lower costsMay lack B.O.B. features and functionalityConsistent data model for the enterpriseYour organization is tied to one vendor Luckily, organizations no longer have to sacrifice functionality for integration with CTI solutions and omni- channel features. View this webinar recording of our Founder/ CTO explaining why.Mariah MaysMariah spends her days in Illustrator and marketing stat spreadsheets at AMC Technology. She enjoys summer days outdoors, exploring the food scene in RVA and spending time with her husband, son and dog.