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Article : Acquiring New Contact Centre Technology

#ContactCenterWorld

Business Requirements.

The first step in acquiring new technology is to thoroughly understand the requirements of the contact centre. As obvious as it may sound, it is quite difficult to get right as often the current processes and procedures are viewed as the business requirements, whereas they may have been designed to overcome shortcomings with current technology. This involves objectively assessing ideal work practices, as well as additional functionality that has become available in the market. When you are close to the processes it is very easy to fall into the trap of believing the current process is the best process and the new technology has to enhance this. In reality, it is a good opportunity for a 'spring clean' - getting rid of old, redundant processes and implementing a better way of doing things.

It is actually surprising how many contact centre executives don't actually understand their own processes - or appreciate there are often better processes available. It is here that an independent opinion can assist - someone who has seen 'best practice' in other companies and can assist to implement changes that best suit your business.


Business requirements don't just apply to today's environment - you need to cast your eyes forward and consider how the company may change, as well as how the competitive environment may change. We have all seen the explosion of social media, but how many companies are using it well, and how many have technology to treat social media as another customer service channel? What is going to be the next 'big thing' in the contact centre or customer service environment.

Contact centre technology typically lasts longer than five years when properly maintained and upgraded. Getting the initial decision wrong means either more cost to replace the technology early or substandard customer service and lower profits because of the functionality limitations of your technology.

Business requirements also includes technology requirements, and this is where you require the input of your IT department. What is your Standard Operating Environment? What is the strategic direction of your IT department? Is there a preference for on premise, hosted or cloud? What will the new system have to integrate with? The new contact centre technology has to compliment and enhance the existing IT environment.

Lastly, involve your customers. What do they think of your service & how should it be improved? Your opinion of your service is unlikely to match your customer's opinion, and in the end it is the customer that counts! If you conduct customer satisfaction surveys, include findings from this in your requirements. If not, find out what other contact centres are doing and what customers expect in other industries.

Technology is expensive and it pays to get the requirements right from the beginning. Whichever technology you choose has to support your customer's present and future needs as well as your present and future business needs.

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 - Keep Cost In Perspective

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

Published: Friday, May 27, 2016

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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