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This week, the world was introduced to the terror that was the WannaCry ransomware hack. Thousands of people all around the world found that they were locked out of their computers and that their files were being held for ransom. The victims were vulnerable to the ransomware because they were still operating on antiquated operating systems, or had not updated their machines in quite some time. Luckily, the negative effects are slowing down, but it taught the world a valuable lesson.

Evolve, adapt, or face extinction. If you weren’t thinking about this concept before, you should be now. This week’s events should spur a review of your business’ systems and practices; your current legacy systems might be fine right now, but, as with many older systems, they work until they don’t, i.e. they get the job done until a single event renders them a massive problem.

Specific to the customer experience space, we’ve heard many stories around outdated, premise-based platforms crashing and requiring massive efforts from IT to repair, patch, and secure. Diverting time and resources to alleviate the stress caused by such a failure only serves to cost companies time and money.

The way to protect yourself is to put a continual evaluation procedure in place. By doing so, you are constantly aware of what is working, what is not, and what can be done better. In the premise-based platform example, the issues could have been avoided had a review process been in place to ensure that there were no vulnerabilities in the infrastructure. Much like many of the victims of the WannaCry ransomware would have been protected had they updated, your contact centers can avoid unnecessary problems by becoming more modern.

It might seem like a huge undertaking, yet upgrading your infrastructure is not the chore that it once was. With the right partner, it can be a simple process that will ultimately benefit your business.

Need some assistance updating your systems? We can help.


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