Legacy CRM systems cause problems for customers: study

Three quarters of CSPs believe the lack of interoperability between legacy customer management systems in causing a suboptimal customer experience for their customers, according to a recent study.

The study was conducted by Telesperience on behalf of Comverse, which develops products aiming to bridge this gap.

The most pressing issue was seen to be the lack of a unified view of the customer across the uninteroperable legacy systems.

“Legacy customer management infrastructure was designed for a different business paradigm and now inhibits CSPs from meeting their customers’ expectations. Ignoring the problem and bolting on additional systems is increasingly becoming not viable,” says Telesperience research director Teresa Cottam said.