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Article : Acquiring New Contact Centre Technology - Part Three - Types of Solution Available

#ContactCenterWorld

Along with choosing a solution and a vendor that will meet your needs, choosing the appropriate technical architecture is also critical.

You need to assess various considerations, including:

  • Would you prefer the solution to be financed by capital or operational expense?
  • Do you require flexibility in the size of the solution – do you experience significant peaks and troughs?
  • What is the architecture of your existing IT solutions?
  • What are the capabilities of your current IT staff?
  • What are your business continuity or disaster recovery requirements?
  • Are your requirements likely to change in the short to medium term?
  • Are you anticipating significant growth?
  • How many sites do you have?

The answers to these questions will go some of the way to determining which solution architecture will best suit your needs. There are three main architectures available (plus various combinations of all three).


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The first is the traditional Customer Premise-based Equipment (CPE). In this case you buy the solution you require (capital expense) and install the physical hardware and software on your premises. You are entirely responsible for the provision of the physical environment, security, arranging maintenance and upgrades as well as the day-to-day operation and management. The size is relatively fixed and limited by the licences you purchase. If you require redundancy you need to provision a second system for business continuity and disaster recovery.

The second is a hosted solution. Very similar to the CPE solution, but in a facilities-managed data centre. The difference here is that the data centre provider is responsible for the physical environment. The cost can also be an operational expense, but is still largely a fixed cost.

The third alternative is a cloud-based solution. This solution is also physically located away from the customer premises, but whereas the hosted solution is installed in a single data centre, the cloud-based solution is often located in multiple data centres and the load is shared across the centres. This provides an additional level of redundancy because if one data centre fails the load should be distributed across the remaining data centres. It is also very easy to scale up and down because the hardware and software resources are shared amongst all customers – there is no concept of licensing individual users or ports. It is purely operational expense and you only pay for what you use – on a per-call, per agent, per agent/hour, per IVR second or similar basis. While you gain additional elasticity to handle peaks, and the system is always maintained at the latest version, you do lose some control over when upgrades and changes are made as the timing has to suit all users of the system.

A managed service (sometimes referred to as a private cloud) is more a management option than a technical option. While there are a number of different definitions, the most common is fully premise-based equipment (same as the first option above) that is owned and managed by the technology vendor and charged on a monthly operational expense basis.

Some companies also deploy hybrid solutions to reduce the size of the links from premise to the data centre. In this case the components that handle the voice paths (and the carrier trunks) are located on the client premises, but the application servers (the "brains" of the system) are located in a remote data centre.

The best design for you will depend on many factors, so ensure the vendor’s solution architects work with your IT team to design the most appropriate solution.

www.ccaction.com.au


About Steve Pels:
Director of Operations at Contact Center Action

About Contact Centre Action:
Company LogoThe 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
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Today's Tip of the Day - Speech Opportunities - What To Look For?

Read today's tip or listen to it on podcast.

Published: Friday, June 10, 2016

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2023 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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