My previous blog post examined the business case for having a contact center based on the needs of vertical markets: more specifically, vertical scenarios that normally don’t have a contact center, but do have ongoing customer-facing engagement among everyday office staff. While technology is certainly a factor in the analysis—especially when introducing the CCaaS option—this is very much about how the business thinks about customer engagement. I’ll be exploring this theme often in upcoming posts, along with how cloud-based solutions provide new options that can help change that thinking.
For this post, I’ll continue on the CCaaS theme—contact center as a service—particularly focusing on businesses that don’t currently have a contact center. Having one essentially goes hand-in-hand with being customer-centric, but clearly, not all businesses have come around to that way of thinking. Fortunately, that is changing, and as competition becomes ever more persistent, there really won’t be a choice, and that’s good news for contact center providers.
Until that time is reached, many of the barriers to having a contact center remain in place, and I’m going to briefly touch on five that will likely be familiar. Following that, I’ll explain how CCaaS overcomes these, and with that, those new options open up, not just to improve customer engagement, but to enable all your employees to communicate more effectively.
1) Capex investment
Contact center systems have long been premise based, and while shifting more from hardware to software, they’re still capital intensive. Getting Capex funding for any form of technology is increasingly a challenge, especially with the pace of change. There’s just too much risk with long-term investments now, and that’s a real obstacle for businesses that want a contact center but only think in legacy terms.
Contact center technology has always been complex and is even more so today given the need to integrate with CRM and to provide real-time agent performance metrics for supervisors. Aside from that, customer expectations are higher, especially in terms of how they’ve already mastered the technologies that add complexity to the contact center. As the demands on IT keep growing, complex initiatives like contact centers tend to drop on the priority list.
3) Costly to manage
Aside from the high cost of entry, the ongoing costs present another adoption barrier. This is more of an Opex issue, and a key limitation of legacy systems is their lack of flexibility. Call volumes can be highly variable, and with labor being a major cost factor, there is little cost certainty for everyday operations. Matching up staffing and seat licenses with the cycles of customer activity is a fundamental challenge, and one that often leads to overspending. This isn’t a good long-term model, and it’s easy to see why it can be a holdback for businesses struggling with cash flow.
4) Small-scale of customer base
Another reality posed by legacy systems is scale. As with PBXs, they are built for a certain level of need where the capital cost makes them prohibitively expensive for smaller businesses. Most contact centers are brick-and-mortar operations where the economics require a good-sized customer base. As such, this holdback is especially relevant for SMBs, and so long as these systems don’t scale down to their needs, they will continue to be underserved by contact center providers.
5) Benefit not clear cut
Clearly, this applies to businesses that aren’t customer-centric, but there’s more to consider. Some sectors are highly regulated where competition is limited, and others are mature where customer relationships are deeply entrenched, along with high switching costs. Another scenario would be cases where a contact center was in place, but for whatever reason, it was taken out. Any of the above holdbacks would be good reason, along with the simple fact that the operation simply didn’t deliver better customer satisfaction levels. That’s the ultimate payoff, and, based on industry trends, it’s clear that many businesses are not getting the desired results.
With CCaaS, yes, you can
If you took all these holdbacks at face value, most businesses would not have a contact center. While legacy systems are widely deployed, the shortcomings are well understood, and they certainly keep many others from going down this path. For any business that seeks to become—or become more—customer-centric, a contact center is table stakes, and the core issue becomes one of determining the best deployment model.
With CCaaS being a relatively new option, awareness isn’t high, and that’s why I’m writing this post. The cloud continues to gain adoption across a growing range of business applications, and the contact center is now in that camp. As a starting point, the hosted model removes the Capex hold-back, and being a subscription service, the ongoing costs are easier to predict. Additionally, the scalability is far more flexible than with a premise-based system, making this a practical option for SMBs. Scalability also makes it easier to adapt to changing demand cycles and brings more cost certainty into the operation. CCaaS will also appeal to IT by removing the inherent complexity from their workload and having that managed by the cloud provider.
Ultimately, CCaaS breaks down all these barriers and allows businesses to think differently about what’s possible. Not only does this provide a new option for considering or reconsidering a contact center, but it also opens up the field in terms of providers to partner with. When thinking about being customer-centric, businesses need to enable all employees with UC capabilities, not just agents. In this regard, your decision about a CCaaS partner will be tied to having deep UC integration, and that may well take you beyond the conventional circle of vendors. If you’re ready for “yes, you can,” then you’re in the right place now to learn how, and I hope you’ll stay here for my upcoming posts.
Publish Date: February 27, 2017 5:00 AM
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
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|2.)||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.
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Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
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|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
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|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
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