Contact centers always seem to be short on time and resources when it comes to their selection processes for new technology. And most are under pressure to move fast. Here are some common mistakes that don’t serve them over the long haul.
ONE: Failure to assess the upside potential of your current solution. If your technology selection process is an outgrowth of dissatisfaction with your current vendor/VAR, spend some time to determine if it is the technology or the services (or both) causing the problem. You could be blaming the technology yet haven’t stayed current on upgrades. Or a lack of clarity in roles and responsibilities among your internal IT, the VAR, and the vendor could look like service issues that could be addressed with a better agreement and vendor management. While you may still move forward with a new solution, you’ll gain valuable insights to improve your selection process.
TWO: Failure to document requirements. Even if you are only talking to one vendor (which we certainly wouldn’t recommend), you need to articulate your specific needs in a 5-10 page document. Otherwise your quoted price won’t include all the components and licenses you need, and you’ll get an incomplete or generic Statement of Work (SOW).
THREE: Failure to focus on key differentiators. RFPs often include long lists of features and functions that are common to all vendors that obscure the real differences between them. Focus on critical requirements that align with your IT environment, operational plans, and support needs.
FOUR: Failure to determine the sourcing approach that fits your business requirements and IT strategy. Technology can be premised-based, cloud/hosted, or a hybrid. The sourcing decision is typically based on IT support resource availability and/or operation’s desire for deeper involvement in the solution. It may reflect a push by C-Level executives to migrate from capital expenses to operational expenses, or a desire to move contact center technology support to a third party. Unless you’re clear on your preferred sourcing model, you won’t narrow the field of vendors to consider.
FIVE: Failure to account for vendor strategy. Vendor strategy defines whether they sell direct or through VARs, which sourcing and support options they offer direct and through partners, and which markets and sizes they target. If your preferred vendors collaborate with others on solution delivery, check to see that their partners have the right characteristics (size, geography, industry, strategic focus) for your environment.
SIX: Failure to define evaluation criteria. Evaluation criteria are not the same as requirements. Requirements help the vendor understand your needs so they know what to propose; criteria differentiate and evaluate vendor responses. Define criteria as categories like Features/Functions, Technical Fit, Implementation, Support, Vendor Fit and Price. Then define each category with a few bullets. It is relatively easy to weight and score five to seven differentiating categories; rating individual requirements within each category is an exercise in futility.
SEVEN: Failure to provide a clear definition of your expectations for vendor proposals. If you want to save time and make apples-to-apples comparisons, specify how you want each proposal structured. Make it clear you don’t want long, “boilerplate” responses. Most importantly, specify how you want the pricing structured and at what granularity.
EIGHT: Failure to orchestrate vendor/VAR presentations. Stay in the driver’s seat. Don’t let the vendor take control. Provide an agenda that includes demos of key user interfaces, technical discussion to address IT needs, and a list of critical questions regarding implementation, support, SLAs, pricing, etc. Leave “optional items” until the end.
NINE: Failure to check your personal biases at the door. Put tools and processes in place to add objectivity to what is mostly a subjective process. Use criteria and scoring at a level of detail necessary for your company to be able to defend your requirements, SOW, pricing, and selection.
TEN: Failure to invest the time and energy in negotiating an appropriate vendor agreement. Work with your preferred vendor to ensure everything is included to minimize the risk of add-ons/change orders. Iterate and negotiate as needed. Use the competing bids as leverage where appropriate (e.g., “We like you best but your price is X% higher than others…”). Include a detailed SOW and document SLAs.
If you’ve ever heard the old saying – “Good, Fast, Cheap – pick two” – you know the risk of trying to select a vendor quickly. You don’t want to end up with the wrong choice, and you don’t want to pay too much.
For a more complete discussion on a thorough yet efficient technology selection process, download Technology Selection at Today’s Speed.
Publish Date: November 21, 2015 5:00 AM
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams
|2.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878
|3.)||Call Tracking Metrics|
Automate insights from all your customer communications
There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.
Use conversation analytics to:
• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
With CallFinder, you get…
100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient
Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf
PLUS ! Automated extracts
for integration to third party applications.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.
AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.
With DialogAnalytics, you can get a...
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.
1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
|11.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700
SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
|Is Your Contact Center Ready for Novel Coronavirus-like Scenarios?||February 26, 2020 5:00 AM|
|Does Your Technology Help (or Hinder) Agent Engagement?||February 5, 2020 5:00 AM|
|Make 2020 the Year of the Agent||December 3, 2019 5:00 AM|
|Get Excited About Self-Service||August 14, 2019 5:00 AM|
|Affordable Technology Comes to the Rescue for Small Contact Centers||June 14, 2016 5:00 AM|
|Take a Fresh Look at ID&V||May 6, 2016 5:00 AM|
|One Number, NOT One Question||May 2, 2016 5:00 AM|
|Some Nice Niche Technologies||April 12, 2016 5:00 AM|
|Healthcare Turns to Contact Center Consultants to Improve Patient Access||April 5, 2016 5:00 AM|
|No “Secret Sauce” to Sales Success||March 24, 2016 5:00 AM|