In this session, we take a closer look at why many CX leaders are rethinking complex, fragmented contact centre ecosystems. Drawing on insights from the State of Contact Centres 2026 report, we explore what’s driving the push toward consolidation and simplification — and whether it really delivers the outcomes organisations expect.

Why consolidation is rising on the CX agenda

As AI ambitions grow and operational complexity increases, many organisations are questioning whether their current setup is fit for purpose. Disconnected systems, limited data flow, and rising maintenance costs are pushing leaders to explore more unified approaches. But consolidation isn’t without trade-offs.

What the data tells us

Based on insights from CX leaders across Europe:

• 94% of CX leaders see tech stack consolidation as important for improving performance and efficiency
• 50% of CX leaders say multiple vendors lead to higher maintenance and support costs, while 47% struggle with training across multiple tools. 
• 97% say consolidation is essential

This session brings research insights into a practical discussion of what consolidation really means in day-to-day contact centre operations.

You’ll learn:

• What’s driving the move toward contact centre consolidation
• The potential benefits and limitations of simplifying your tech stack
• Key pitfalls to avoid during consolidation initiatives
• Practical considerations for moving toward a more unified platform