Article : Acquiring New Contact Centre Technology - Part 4
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:
- A vendor may select the solution they think will best suit you, or the solution that provides them with the most margin to present to you.
- You may get multiple vendors presenting the same solution.
- You may not be presented some solutions that are very suitable to your needs.
- You may be presented a solution that you like, by a vendor that you don’t like.
- You have to base your decision on what is presented to you – you have little visibility of how that vendor or solution has performed in the past.
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.
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the 2016 Contact Center Masterclass Best Practice Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
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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