When you make contact centre tech decisions there may be a knock on effect for all departments. So, unless you are a standalone unit consider how your choice of telephony will affect others. For example, what will a change in handsets and devices mean to your back-office?
Why not think about:
Your agent teams handle different tasks and channels. They will need flexible functionality. Avoid the ‘one size fits all’ trap. It’s will limit your ability to respond to customers and cost you more. Make sure that you are able to meet peak seasonal demand, and then when it’s all over, return to your baseline. Plan for specialised groups of agents that will need extra features.
Ask your provider:
Data security used to be about how your team uses and stores data. Yet, you may share some of the data with third parties. Other departments may access data connected to your contact centre systems. Now, it’s about how they access your data in the cloud. If you have outside 3rd party customers this challenge becomes greater. (Such as outsourcers or contractors)
We recommend that:
A. Business continuity
On-site systems have well-developed resilience and stability plans. When you move to the cloud, the issue of resilience takes on a new emphasis. Take steps to protect yourself against a single point of connection failure. Also consider the routing you use for data and telephony between your cloud provider and your sites. Poor transport link routing introduces latency (delays) which affects performance. Be careful that you don’t compromise data packet transport with your business continuity routing.
B. Performance monitoring in real-time is essential
When your systems are on-site checking data traffic is irrelevant. In the cloud you need to watch the flow of data traffic to see when delays happen. You need real-time visibility to follow performance along the whole route. Track each step of the route and track provider SLAs. Avoid being performance blind. Measuring “what’s happening” and “where” keeps you informed of any delays or downtime.
For best performance and resilience:
With more than 20 years of cloud experience our technical teams are here to help. They will support you as your plan your cloud contact centre. Our project teams remain at your side for every step of the implementation and roll out.
Publish Date: April 28, 2017 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
|2.)||Computer Data Services, LLC|
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.
- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.
Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511
MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.
Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
|7.)||Teckinfo Solutions Pvt. Ltd.|
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
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