When old and new contact center systems run side-by-side temporarily, operational, technical, and security risks arise that can significantly complicate the transition period. Think of duplicate data entry, inconsistent customer information, increased workload for employees, and vulnerabilities in information security. These risks are manageable but require a well-thought-out approach. In this article, we answer the most frequently asked questions about parallel systems during a contact center migration.
What operational problems arise with parallel systems?
With parallel contact center systems, problems with duplicate data entry, a fragmented customer overview, and increased error sensitivity almost always arise. Employees work in two environments at once, leading to extra actions, lack of clarity about which system is primary, and a higher chance of errors in customer files.
In practice, it looks like this: an employee registers a customer interaction in the old system but forgets to update the new system, or vice versa. As a result, reports are no longer accurate, and team leaders manage based on incomplete information. This makes capacity planning and quality monitoring much more difficult.
Additionally, the workload increases. Employees must not only master two interfaces but also decide for themselves which system to use for which task. This cognitive load leads to more errors, longer handling times, and frustration. Especially in a period where you want to show that modernization is paying off, this is counterproductive.
Finally, there is the risk of diverging processes. Teams that primarily work with the old system maintain old ways of working, while other teams already follow the new processes. This makes it difficult to maintain uniformity in service delivery.
How do dual systems affect the customer experience?
Dual systems during a contact center migration directly lead to a degraded customer experience because customer information is not consistently available. Customers have to repeat their story more often, wait times increase, and the chance of errors in handling grows.
Suppose a customer had previous contact via the old system and calls again now. The employee who takes the call is already working in the new system but does not see the previous interaction because it is still in the old environment. The result: the customer experiences a lack of continuity and has to explain their situation again.
Furthermore, parallel systems can lead to inconsistent answers. Knowledge bases, scripts, and customer profiles are not always kept in sync in both environments. This increases the chance that two employees give the same customer different information, undermining trust in your organization.
The impact on customer satisfaction is therefore not only operational but also reputational. Especially in sectors like government, housing associations, and utilities, where customer contact is business-critical, this can quickly become visible in complaints and escalations.
What security and compliance risks does a transition period entail?
A transition period with parallel contact center systems increases the attack surface for security incidents. Customer data is in multiple places, access management is more complex, and legacy systems often no longer receive security updates, making them vulnerable to data breaches and unauthorized access.
From the perspective of ISO 27001, the international standard for information security, a parallel environment is a risk period that requires extra attention. When two systems are active simultaneously, authorizations must be managed in both environments. The chance of outdated accounts, incorrect permissions, or unmanaged access points increases as the transition period lasts longer.
Additionally, there are GDPR risks. Customer data residing in two systems makes it harder to comply with requests for access, correction, or deletion. You then have to act in both environments, increasing the chance of missing a step. This can lead to fines or reputational damage.
Compliance with sector-specific regulations, such as those for government organizations or healthcare institutions, sets additional requirements for data storage and logging. Parallel systems make audits more complex and increase the chance of gaps in accountability.
How long does a parallel transition period last on average?
A parallel transition period during a contact center migration lasts an average of four to twelve weeks, depending on the complexity of the systems, the number of channels to be migrated, and the degree of integration with other business systems. The more dependencies, the longer the overlap lasts.
In simple migrations, where the new system replaces a limited number of channels and few links are needed, the parallel phase can remain relatively short. But for organizations with omnichannel customer contact via telephony, email, chat, and WhatsApp, combined with integrations with CRM and ERP systems, the transition period quickly adds up.
Factors that extend the duration include:
- Incomplete or poorly documented legacy systems
- Complex data migration issues where historical customer data must be transferred
- Employee resistance or insufficient prior training
- Dependence on external suppliers for links or licenses
- The lack of a central owner who makes decisions and monitors the transition
A phased approach, where you switch per channel or department instead of everything at once, may extend the total lead time but significantly reduces the risk of major disruptions.
How do you limit the risks of a temporary parallel environment?
You limit the risks of parallel contact center systems by keeping the transition period as short and controlled as possible. This requires a clear migration strategy, strict access management, good employee training, and a central person responsible for monitoring progress and quickly resolving bottlenecks.
Specifically, these are the most effective measures:
- Designate one system as the system of record: Determine from day one which system is the source of truth for customer data. This prevents conflicting information and ensures every employee knows where to register data.
- Limit access to the old system: Only give access to the old system to employees who truly need it. The fewer people working in two environments, the lower the risk of errors and data breaches.
- Plan the data migration approach in advance: Ensure historical customer data is transferred correctly and on time, so employees in the new system have immediate access to the full customer history.
- Train employees well before go-live: Employees who already know the new system before the parallel phase begins make fewer errors and become productive faster.
- Actively monitor for discrepancies: Set up dashboards that signal when data between systems does not match, so you can intervene quickly.
Additionally, it is wise to limit the parallel period to the absolute minimum. Every extra week is a week with increased risk of security incidents, operational errors, and customer dissatisfaction.
How Pegamento helps with a safe and controlled contact center migration
We understand that a contact center migration is exciting, especially when old and new systems run side-by-side temporarily. Pegamento guides the entire process, from analysis and migration strategy to implementation, integration, and ongoing optimization, so you are not left with isolated advice but actually move forward.
What we specifically do for you:
- Custom migration strategy with proven building blocks: No costly custom work, but a smart combination of standard modules that align with your processes and systems.
- One point of contact for the total package: From contact center technology and omnichannel communication to process automation and Agentic AI. No silos, no complex supplier coordination.
- Security as a foundation: We operate ISO 27001 certified, supplemented by ISO 9001 and ISO 26000, so information security and compliance are guaranteed, even during the transition period.
- Phased approach with central management: We ensure a clear architecture, clear distribution of ownership, and active monitoring of the migration, so the parallel phase remains as short and controlled as possible.
- Training and change management: We prepare your employees for the new system so they can work effectively from day one.
Want to know how we can handle your contact center modernization safely and manageably? Contact us and we will be happy to think along with you about an approach that fits your situation.
Frequently Asked Questions
What is the biggest risk if we let the parallel period last too long?
The longer two systems run side-by-side, the greater the chance of security incidents, data pollution, and operational errors. Legacy systems often no longer receive security updates, making them a vulnerable target. Furthermore, employees get used to working in two environments, which slows down the adoption of the new system and complicates the return to a uniform way of working.
How do we ensure that employees consistently register in the correct system during the transition period?
The most effective measure is to immediately designate one system as the official source of truth and communicate this clearly to all employees. Support this with clear work instructions per task or channel, so there is no room for interpretation. Additionally, it helps to have team leaders actively monitor for discrepancies and provide employees with immediate feedback when registrations are missing or entered into the wrong system.
Can we migrate historical customer data before go-live, or should that happen after?
It is strongly recommended to migrate historical customer data as early as possible, preferably well before the go-live of the new system. This allows employees to have the full customer history in the new environment from day one, without having to refer back to the old system. An early data migration approach also significantly shortens the parallel phase and reduces the risk of inconsistent customer information.
What do we do if an employee accidentally updated customer data in the wrong system?
Ensure a clear escalation protocol is in place beforehand that describes how these types of errors should be reported and corrected. Ideally, you should have dashboards that automatically signal when data between systems does not match, so discrepancies are picked up quickly. Document every incident and use these reports to recognize patterns: if the same error occurs multiple times, it is a signal that work instructions or training need to be adjusted.
How do we handle GDPR requests from customers during the transition period?
During the parallel phase, requests for access, correction, and deletion must be handled in both systems, which increases the chance of a step being missed. Therefore, set up a fixed procedure where GDPR requests are centrally registered and checked off in both environments before they are considered handled. It is wise to appoint one person responsible for overseeing compliance with this procedure throughout the entire transition period.
Is a phased migration per channel or department always better than a big bang approach?
A phased approach significantly lowers the risk of major disruptions because problems are limited to one channel or department at a time, allowing you to adjust before the next phase starts. The downside is that the total lead time is longer and the parallel period as a whole takes more time. For organizations with complex omnichannel environments or critical customer processes, the benefits of a phased approach usually far outweigh the disadvantage of a longer transition period.
How do we involve employees in the migration to reduce resistance?
Involve employees early in the process by informing them about the reasons for the migration and the benefits the new system offers for their daily work. Organize practical training sessions well before go-live, so employees already know the system before the parallel phase begins. Additionally, appoint internal ambassadors to support colleagues on the work floor; this lowers the threshold for asking questions and speeds up the adoption of the new system.
