Jim Eagers
4 minute read
5 IT Challenges for Visitor Attractions in 2026 (And How to Overcome Them)
Visitor attractions are under increasing operational pressure. Expectations around customer service continue to rise, budgets remain tight, and many estates now span multiple locations with complex infrastructure behind the scenes.
For IT leaders, the priority is rarely “new technology” for its own sake. It’s ensuring systems reliably support high standards for visitors and staff alike.
Here are five common IT challenges for visitor attractions in 2026 – and what practical progress looks like.
1. Ageing Telephony and Legacy PBX Systems
Many organisations still rely on phone systems installed ten or fifteen years ago. They function, but expansion requires additional hardware, reporting is limited, and maintenance costs gradually increase. Over time, even minor inefficiencies compound.
Next gen telephony platforms – whether on-site, hybrid or cloud-based – remove heavy hardware dependency and provide built-in analytics. They also allow organisations to scale users more flexibly, particularly where seasonal staffing fluctuates.
2. Maintaining Standards Across Multiple Sites
Flagship venues are often supported by regional locations, archives or reserve collections. When each site operates differently, internal collaboration becomes fragmented and the visitor journey less consistent.
A unified communications approach enables shared directories, centralised reporting and consistent call handling across the estate. From the outside, the organisation operates as one – regardless of geography.
3. Rising Telecom and Maintenance Costs
Telecoms can quietly become a legacy expense. Long-standing maintenance contracts, call charges and like-for-like replacement models often mean significant capital spend without meaningful functional improvement.
Shifting to licence-based systems with predictable operational costs helps reduce exposure to large upfront refresh cycles. In many cases, call charges and maintenance overheads fall at the same time, delivering measurable savings rather than marginal tweaks.
4. Limited Visibility of Call Performance
Public-facing enquiries – ticketing, memberships, education visits and events – are vital to revenue and reputation. Yet many attractions still lack clear data on missed or abandoned calls, peak demand periods or response times.
Real-time dashboards and call reporting provide operational visibility that older systems cannot. With accurate insight, staffing decisions become informed rather than reactive, protecting both service levels and income.
5. The 2027 ISDN Switch Off
The ISDN switch off in 2027 remains a critical milestone. While awareness is high, not every organisation has completed its migration planning. Delaying transition increases the risk of rushed procurement and unnecessary disruption.
A phased approach allows attractions to modernise steadily while maintaining service continuity, avoiding the pressure of last-minute change.
“When we compared the options, the Clarion solution was around 60% lower in upfront cost than a full replacement.”
– Niels Fulcher, Head of IT
From Industry Pressure to Real-World Action
These challenges are playing out across the UK. One organisation that recently addressed them is the Royal Air Force Museum.
Operating across London, the Midlands and a Stafford-based reserve collection, the Museum supports more than 240 staff and manages substantial public call volumes. Its previous system was nearing end-of-life. Extending it would have required additional licences and hardware investment without resolving reporting or maintenance exposure.
Instead, the Museum implemented a next gen unified communications platform across all three sites.
The results were clear:
- Over 50% lower capital cost compared to a traditional replacement
- Around 50% reduction in annual maintenance and call costs
- One consistent system across the estate
- Improved real-time visibility of answered and missed calls
The objective was not change for its own sake. It was protecting high standards while reducing financial pressure.
Planning Ahead
IT challenges for visitor attractions will only intensify as expectations grow and infrastructure continues to age. Early planning reduces risk, avoids reactive spending and ensures systems reflect how modern teams actually work.
If your organisation is reviewing telephony or preparing for 2027, a structured communications review can clarify your next steps.
What pressures are you seeing across your estate today?
