Businesses need to take full advantage of existing legacy systems in order to function. They have invested significant sums and long periods of development and upgrades to get the systems to where they are today. At the same time, businesses need to improve their technological capabilities by integrating and refactoring those existing capabilities in ways that were never envisioned when systems were originally built. Changing environments create constant pressures to do business better and more effectively – often with a smaller staff.
One of the common approaches that businesses take today is to add or improve self-service capabilities. Self-service is a big money saver, since it can help reduce call center staffing. However, systems that are useful in a call center setting are often not adequate for self-service, since the users require training in order to understand how to perform the tasks they need to perform. Many legacy UIs are green screen and predate the science of “user friendly” user interfaces.
