Stuck with Legacy Systems? Agile Tech is Key to Contact Centre Success

Stuck with Legacy Systems? Why Agile Tech is the Key to Contact Centre Success in 2025

If your contact centre is still relying on legacy systems, you’re not just behind – you’re at a serious disadvantage. A recent study found that over two-thirds of organisations still use mainframe or legacy applications for core business operations, and over 60% are using them for customer-facing functions. The top challenges with these outdated systems? Integration with new applications (61%), lack of business agility (57%), and security exposure (55%). Even worse, when it comes to migrating legacy systems to the cloud, concerns around security (44%), disruption to operations (37%), and reliability (33%) are holding businesses back. In a time when customer expectations are growing faster than ever, sticking with legacy systems can result in slower response times, frustrated agents, and dissatisfied customers.

Jason Roos, CEO of Cirrus, understands these challenges better than most. He believes that agility is the key to getting ahead in 2025 and beyond. In this interview, Jason explains why contact centres need more flexible, scalable solutions to meet the demands of today’s customers and stay competitive in a progressive market.

Why does agility matter for contact centres today?

“If your technology isn’t adaptable, you’re already falling behind. Customers expect a personalised experience, and if your systems can’t keep up, you risk losing them. Contact centres today need the flexibility to respond quickly to changes, whether it’s shifting customer expectations, economic pressures, or new regulations.

“Take supply chain disruptions as an example. When products are delayed, customers expect proactive communication and timely updates. A contact centre that can’t handle a surge in enquiries or quickly adapt workflows risks frustrating customers and damaging trust. Agile tech stacks give contact centres the ability to quickly adjust to increased demand or changes in how customers want to interact, whether this be by phone, email or social media. Without this agility, businesses can’t provide the level of service customers are looking for.”

How can AI and automation contribute to agility in customer service?

“AI and automation go beyond reducing wait times and personalising experiences—they fundamentally reshape how contact centres operate and engage with customers.

 1. Proactive customer engagement = faster responses, fewer surprises

AI enables businesses to anticipate customer needs and address potential issues before they arise. By proactively reaching out, whether it’s about a delayed delivery or an expiring service, contact centres can reduce inbound queries, manage demand more efficiently, and ensure customers feel supported without having to ask for help.

 2. Omni-channel consistency = no lost context

In today’s connected world, customers expect seamless experiences across channels. Whether they switch from chat to phone or email to social media, AI ensures their context and history follow them. This eliminates the frustration of repeating information and allows agents to respond quickly and effectively, maintaining a friction-free experience.

 3. Intelligent call routing = right agent, right time

AI-powered routing transforms how customers are connected to agents. By analysing factors like skillsets, customer sentiment, and interaction history, AI ensures each query reaches the most suitable agent. This not only improves operations but also improves first-contact resolution rates, saving time for both customers and agents.

By incorporating these advanced capabilities, contact centres aren’t just reacting to customer needs—they’re setting new standards for agility, efficiency, and customer satisfaction. With AI as a key enabler, businesses can position themselves ahead of the competition and adapt to an ever-evolving market landscape.”

How do cloud technologies enable contact centres to stay flexible and responsive to customer needs?

“Cloud solutions are vital for contact centres seeking agility. They allow businesses to scale their operations quickly and efficiently, meeting customer demands without major upfront investments. The cloud provides the flexibility to adjust in real-time, especially during peak demand periods like holidays or other busy times. It ensures contact centres can provide continuous service, whether agents are working remotely or in the office. The ability to shift resources as needed allows businesses to stay responsive, ensuring that customers’ needs are met promptly and effectively, no matter where agents are located. The cloud is the foundation that helps contact centres to adapt to changing customer expectations and deliver consistent service.”

What is the best way CCaaS providers can help contact centres in 2025?

“I strongly believe that a tech provider’s role is to help contact centres build adaptable, future-proof solutions. This approach includes expert consulting, particularly when it comes to adopting AI, which has become a real challenge for businesses looking to stay competitive.

“We help businesses by taking a structured, three-phase approach to AI adoption. The goal is to introduce AI gradually, ensuring minimal disruption and maximum impact. This phased approach is designed with businesses in mind, enabling them to see tangible results without the headache of unnecessary complications. Without going into too much detail, this can be summarised as

 1.  Phase 1: AI agent assist:

This phase equips agents with AI-powered tools to improve efficiency and responsiveness. Central to this is knowledge orchestration, where company information—such as product manuals, processes, and customer histories—is centralised for AI training. Agents validate and refine AI responses, creating a continuous feedback loop that improves accuracy over time. With AI assisting in real-time interactions and automating tasks like post-call summaries, agents can focus on complex queries, delivering faster and more effective service with confidence.

2. Phase 2: AI customer assist:

Once agents are familiar with AI, the next step involves extending those benefits to customers. AI customer assist includes things like intelligent routing, automated responses to routine inquiries, and 24/7 availability for basic support. This phase reduces the burden on agents, allowing them to focus on more complex customer issues.

 3. Phase 3: AI-powered self-service:

Here, automation goes even further, giving customers the ability to resolve issues on their own through personalised portals and proactive issue resolution. By allowing customers to manage simple tasks like updating account information or making purchases, contact centres free up agents to handle more valuable interactions.

“It’s important to say that throughout this process, we ensure that the technology integrates with a contact centre’s existing systems, reducing the impact of legacy technology. This phased approach to AI adoption not only improves operations but also increases customer satisfaction and productivity.”

How can smaller contact centres compete?

“Agility is the secret weapon for mid-market contact centres looking to compete with larger enterprises. The beauty of a flexible tech stack is that it provides smaller contact centres with the same capabilities as enterprise-level organisations, without the hefty price tag or the complexity.

“With the right tools, mid-market contact centres can offer high-quality, responsive service across multiple channels, scale their operations quickly, and provide personalised customer experiences—without the overhead costs typically associated with large enterprises. This allows them to stay competitive, all while providing a superior customer experience.”

Conclusion

Implementing agile tech is essential for contact centres aiming to stay competitive and deliver exceptional customer service in 2025. By building flexible solutions with AI, automation, and cloud platforms, contact centres can meet customer demands in real-time, reduce response times, and create a service experience customers truly value. As Jason has revealed, the key is not to start from scratch, but to implement the right tools and support in a way that grows with your business. This makes it possible for smaller contact centres to compete with larger enterprises and offer personalised, responsive service at a lower cost. A consultative approach with phased implementation ensures you can develop a roadmap aligned with your business, rather than trying to achieve everything all at once. By taking a step-by-step approach, contact centres can ensure long-term success and adapt to the ever-changing needs of their customers.

 

 

Jason Roos is CEO at Cirrus