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Why you need to address ECCR deprecation now
ECCR
August 8, 2024
A fast-approaching deadline
With less than two months to go before ECCR reaches end of maintenance, time is of the essence for service providers to start planning how they will tackle this challenge.
Akixi estimates that around 50% of service providers have a plan to address ECCR replacement, and the other 50% are not prepared for this fast-approaching change at all.
With ECCR end of maintenance likely to have serious implications for both service providers and their end customers on 30th September…which 50% are you in?
As the deadline looms, many service providers are starting to see ECCR deprecation as a significant issue, but this has only just started to happen, and plans need to be put in place as soon as possible to have a replacement solution ready to be delivered.
Even the most proactive service providers who are starting to plan their replacement to ECCR are raising concerns about how long it could take to migrate their end customers without the right solution and support.
If migrations aren’t smooth and service providers encounter problems with their end customers, it could negatively impact service providers ability to service their call center base, damaging not only their reputation, but also their revenues.
So, for service providers currently not planning anything, the time is now to make sure you have a replacement for ECCR ready to be delivered.
5 major issues resulting from not addressing ECCR replacement
Not providing a replacement for ECCR will have a significant impact on service providers and will cause some major issues, many of which may not have been considered. Here are some of the key issues service providers need to be aware of if they aren’t planning to address the ECCR deprecation before 30th September:
1. Security compliance exposure
With ECCR no longer being maintained, this means no more security patches. This creates serious vulnerabilities for both service providers and end customers, leaving both open to attacks and an easy way in for security breaches.
Doing nothing could have a serious impact on business operations, continuity, data protection, overall customer experience and ultimately, this would be a very costly issue to recover from, both financially and legally.
Managing security vulnerabilities is essential, and with ECCR no longer receiving security patches from the end of September, service providers risk invalidating customer compliance and SLA commitments.
2. Potential loss of clients
Many of the clients utilizing ECCR are large enterprises and major accounts for service providers. Without the ability to replace the reporting capabilities, service providers run the risk of losing their biggest clients to competitors that have been proactive with finding a replacement solution.
In the past 6 months, Akixi has managed to help service providers retain large clients who were preparing to churn to an alternative solution because their ECCR solution was end of life.
This demonstrates a clear need for action, as well as demand from end customers for ECCR to be replaced with a like-for-like solution, ensuring they continue to have the same level of reporting capabilities.
3. No bug fixing
Along with no more security patches, this also means no more bug fixes to maintain parity with the wider BroadWorks platform, leaving customers with a solution that could become a major headache.
With no bug fixes for ECCR, customers run the risk of having a disjointed service with a software update in BroadWorks, resulting in ECCR either partially or completely stopping working.
With BroadWorks continuing to be maintained, it is almost inevitable that this will happen sooner or later. This will impact end customers who will be expecting a continuation of the reporting capabilities by their service providers, and loss of service could mean loss of clients.
4. Hidden integrations with 3rd party BI systems stop working
Larger customers typically have integrations from ECCR into offline Business Intelligence systems that need to be maintained.
During a number of ECCR replacement projects, Akixi has delt with end customer situations where ECCR report data is fed into BI systems. Akixi, through its significant ECCR replacement experience, can replicate this functionality fully to ensure smooth transition.
An added layer of complexity to this is due to many 3rd party systems being built in-house, causing challenges with different formats of data that are not easy to modify when replacing ECCR. Again, Akixi has this covered with its ECCR replacement solution.
5. Loss of confidence in the market
Not addressing the ECCR deprecation sends a worrisome message to the market that service providers aren’t serious about maintaining their BroadWorks service and wider compliance management.
This will cause concerns for end customers when they become aware (if they aren’t already) of aspects of their overall solution becoming end of maintenance.
Acting fast sends a clear message to customers that service providers are dedicated to maintaining the level of service they have become used to, with the BroadWorks solution they rely on.
Akixi’s ECCR Replacement
Akixi offers a like for like ECCR replacement solution that will provide service providers with a robust offering to maintain their reporting capabilities – with some additional benefits thrown in too.
Key reasons of choosing Akixi Call Center Reporting to replace ECCR:
- Fast: Akixi can implement an ECCR replacement solution and help service providers migrate their ECCR customer base in as little as 2 weeks.
- Fully Compliant: Akixi is a fully managed and maintained replacement solution for ECCR, meaning up to date security patches consistently keep service providers and end customers secure.
- Low Risk: Akixi’s ECCR replacement has already been credited by multiple service providers as helping them save major accounts from churning.
- Proven: Akixi has been a market leader in call analytics and reporting, both inside and outside of call center environments on the Broadworks platform, for over a decade.
- Ability to Upsell: Many customers whom Akixi has already helped to migrate are not only satisfied with the like for like ECCR reporting that Akixi brings, but are also enjoying the additional benefits that Akixi offers as an analytics and reporting solution, beyond that of BroadWorks ECCR.
- Future Proof: Akixi continues to support the BroadWorks platform with a fully stocked roadmap, ensuring that we keep pace with any future changes or developments on the BroadWorks platform.
- Having the details covered: Akixi have been working very closely with service providers and end customers to format Akixi call reports and data to match the customers exact requirements, so they can continue to utilize their 3rd party BI systems without any issues.
We’re here to help develop your plan to replace ECCR, to find out more book a demo or get in touch below:
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