Finding the perfect telephony vendor for your company, much like partnering with any other type of business, is not easy!
And when it comes to interviewing telephony vendors, you need to know “enough to be dangerous” about the telephony industry, processes, and technology. Otherwise, how will you know if they can be a quality partner?
With that in mind, we interviewed our Chief Technology Officer, Ken Unruh, and asked him to list the top mistakes that people make when interviewing telephony vendors. Take a look:
When searching for a telephony vendor, we should start by looking internally. We should ask ourselves the following questions:
There are many more questions we could ask, but from a 30,000-foot-view, it’s important to know the general direction we want our business to head and how the telephony vendor can help before we interview anyone.
When telephony vendors join the team, they may have updated technology. So, we should know if taking on a new telephony partner means that we need to upgrade the hardware and software we have now.
It is helpful to familiarize ourself with the desktop and network requirements the telephony vendor will need prior to introducing new call center technology to the mix.
If there is an outage, how can the telephony vendor ensure that our business can keep running? Do they have redundant servers and an action plan in case something goes wrong?
Will the telephony vendor be handling HIPAA data or cardholder data? Information like that has strict security regulations and should be handled with the utmost care. It's extremely important that they have the right security certifications to protect you and your customers.
As our business continues to grow, does the telephony vendor have the capabilities to grow alongside us? Their technology, support, and size need to be able to flex as our staffing requirements grow and change.
One of (if not the) most important features of a telephony vendor is their capability to provide and explain reports. Here are some questions to ask when interviewing telephony vendors:
Simply put, will the potential telephony vendor fit in well with our people? Do they have similar goals, culture, training, and perspective? Getting along well with a telephony vendor makes the relationship a lot easier!
It’s not uncommon for telephony vendors to build in hidden costs (like network access and integration costs) to their services. We have to make sure that we’ve reviewed how they price all their services before signing any contracts. That way, there are no negative surprises down the road.
Does the telephony vendor have the infrastructure to start off the relationship quickly and efficiently? Getting the relationship to start on the right foot will be a great help in the long run.
When researching telephony vendors, make sure that you consider all 9 of these tips, and continue to find more tips about technology and contact center management from our blog!
Publish Date: November 20, 2018 5:00 AM
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In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to
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The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
|4.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
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Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.
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|12.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.
|14.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
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