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Affordable Technology Comes to the Rescue for Small Contact Centers - Strategic Contact - ContactCenterWorld.com Blog

Affordable Technology Comes to the Rescue for Small Contact Centers

Every small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for employees to work. The realities of small centers and big technology can make these rather simple goals feel rather daunting.

Although sophisticated contact center technology has been available a long time, robust solutions at an affordable price has not been the norm. Small centers often use limited functionality from the enterprise “phone system” or a very basic solution to meet specific needs. When it comes to managing multimedia communications, we often see a cloud-based chat tool and Outlook for email, presenting challenges to manage performance and use resources across media effectively.

Manual interaction handling processes cover for little automation or workflow and a lack of tools like Knowledge Management. But these manual processes contribute to long training and handle times, and potentially low First Contact Resolution (FCR). A cluster of desktop systems cobbled together have a similar effect.


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As for contact center support, Excel spreadsheets are the default tools for workforce planning. Basic call recording suffices for quality monitoring with no functionality for quality scoring and calibration. These technology deficits compromise how well, and how often, important support tasks are performed.

A serious situation can occur when technology approaches End-of-Life, risking instability before the company gets around to replacing it. Limited IT (and/or vendor) support is often a contributor to this situation, with no expertise, interest, or time to focus on contact center technology. A shortage of support resources leaves managers and supervisors wearing many hats and, almost inevitably, neglecting some important tasks. They can’t do it all!

But things are looking up!

Vendors now offer much greater capabilities to small centers in both breadth and depth. The enterprise market has matured, and technology innovations, such as software-only solutions running on virtual machines, have reduced costs. Major vendors know the small center market is BIG. Cloud vendors make it “easy and quick” with little reliance on IT.

Most vendors targeting small centers start with a suite of core technology such as ACD (routing and reporting), IVR, CTI, and call recording. Most of these will offer a wide range of channels. Some suites offer performance tools like WFM, QM, VoC, analytics, scorecards, etc., many of which weren’t typically the realm of small center solutions or came from third parties. The suite offering doesn’t mean you have to turn it all on at once. So for example, a small center may start with the QM functionality to go with the recording capability, then add more functionality later. You may even find desktop elements such as CRM and KM as options from a VAR.

As you explore the contact center technology opportunities, consider both the vendor products and their partner offerings. You might find combinations of products, add-on applications, and professional services that help you achieve your goals. Value Added Resellers (VARs) can play important roles for small centers.

If you can’t get IT help or hire support staff in your center, you can buy additional expertise and support to go with your technology. With Managed Services, the vendor takes on more of the traditional IT role, with a spectrum of possibilities for implementation and ongoing management, and proactive and reactive tasks. It’s not a low cost solution, but it’s a good option when you need an extra measure of support.

Are you interested in exploring these possibilities? Contact us or download a copy of How to Get a Lot (of Technology) for a Little (Center).

Source: http://www.strategiccontact.com/blog/2016/06/affordable-technology-comes-to-the-rescue-for-small-contact-centers/

Publish Date: June 14, 2016


2021 Buyers Guide IVR

 
1.) 
Premium Listing
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.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
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

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
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.

5.) 
MightyCall

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

6.) 
Nuxiba Technologies

CenterWare
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.

7.) 
OpsTel Services

SPEED
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.

Speed features:

*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

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
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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Affordable Technology Comes to the Rescue for Small Contact CentersJune 14, 2016
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