The last service desk I worked at I was hired on when they were replacing their call-center solution of an on-premise PBX, supplemented with Cisco Jabber for remote workers, with a SaaS solution. I had been told the decision was made entirely by middle-management and higher outside of the IT department and that they started to go through with the purchase, testing, and configuration on their own until they realized they hit a wall and needed to actually bring IT in to finish the implementation.
In this company nearly every employee needed a phone number and the SaaS that was chosen required using an online web console for parts of the onboarding process that could have easily been automated with a role based assignment. Every new onboarded employee required the service desk to use the online admin console to pick one or two licenses suitable for the employees role, apply some standard settings, and assign a phone number. The SaaS that was chosen didn't expose an API to automate those processes so it fell on the service desk. They have this to say on their website about their SCIM provisioning procedure:
The SCIM API has some known limitations which are due to be addressed in a future release. See also the restrictions column in the User Attributes section of this document.
The API does not support:
Assignment of licenses, cost center or user profile
Setting of work phone number
This company had a fairly high turnover rate and it was trying to grow so this purchase decision can be considered pretty painful. Made even more painful by the bugs we encountered using their software that was interfering with our training processes.
The managers of the call center had a "call shadowing" system set up where an experienced employee would take a call, share their screen and system audio in teams, and the trainees would observe. Unfortunately, with this SaaS about every other one of our trainers encountered a bug where the trainee could hear all of the system audio except the caller on the other end of the line from the SaaS.
The trainee could hear the trainer and the rest of the trainers system audio, but not hear the customer on the other end of the line. Problem wasn't audio drivers, sound settings, or Teams as far as we could tell. We tried every combination of audio driver updates, restarts, and changing sound settings to no avail and the problem persisted with Zoom. The SaaS application was the only audio source not being fully captured when this would happen.
The SaaS application was supposed to have a feature to allow this call shadowing without having to use Teams, but they made it so that only people with the supervisor role could use it. Anyone with the supervisor role had the ability to permanently delete audio recordings in the system which is very bad news when you need those recordings for our audit compliance so of course we couldn't just assign the supervisor role to the trainers.