There is another major reason to do it. Businesses are often in multi year contracts with call center solutions, and a lot of call center solutions have technical integrations with a business’ internal tooling.

Swapping out a solution requires time and effort for a lot of businesses. If you’re selling a business on an entirely new vendor, you have to have a sales team hunting for businesses that are at a contract renewal period, you have to lure them with professional services to help with implementation, etc.