Selecting a Solution and Vendor
It is often not realised that selecting a solution and selecting a vendor are quite different. Consider buying a new car – the process is often to select the preferred vehicle first, then select the dealer based on a combination of the dealer’s personality, price, showroom appearance, locality or a variety of other reasons.
A similar solution exists when choosing new contact centre technology. There are numerous solutions that are likely to meet your needs to different degrees, and there are usually different dealers that can sell each of the solutions – sometimes a dealer can sell multiple solutions.
When you issue a tender to the market, a variety of things can happen:
All of this adds up to a very confusing situation, particularly as this kind of technology is usually quite expensive.
Wouldn't it be great to have access to someone who has insight into the past performance of different dealers, and the degree of backing and support provided by the vendors? This would also reduce the risk associated with a significant project such as the replacement of a phone system.
What if they also had an understanding of the different solutions in the market, and could recommend a short list of suppliers and solutions to reduce the time required to evaluate the different offerings.
Using an external, independent advisor (such as Contact Centre Action) significantly increases the likelihood that you will select the right solution from the right vendor, and that solution will be installed with minimal problems in the shortest possible time. While not always obvious in the beginning this can save you many thousands of dollars over the course of the project.
Remember that, similar to a car purchase, the purchase of a phone system commences a relationship with a vendor that is likely to last five years or more. It is important to get that decision right in the first place.
About Steve Pels:
Director of Operations at Contact Center Action
About Contact Centre Action:
The services provided by Contact Centre Action, and the experience we have is unique in the market today. In operation since 2003, we can provide the total solution to your contact centre consulting and recruitment needs. We have ‘hands on’ operational experience in training, operating and managing contact centres. We don’t just teach and understand the theories, we have practical experience in managing staff in this often high-pressure environment. This experience includes recruiting, customer service, metrics and measurements, staff retention, process improvement, cost reduction, contact centre relocation and centralisation. We have independent knowledge of a variety of technologies from multiple vendors, including ACD, IVR, workforce management, call recording, CTI, speech recognition, biometric verification, quality management, performance management, customer surveys, outbound diallers and speech analytics – in both on-premise and hosted environments. We are totally independent. We do not sell technical solutions, neither do we have any commercial relationships with any
Published: Wednesday, June 22, 2016
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
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