Article : What to Ask When Modernizing Your Contact Center
For operations leaders at medium sized organizations, contact center modernization has become a significant priority. As contact center technology has become more advanced and comprehensive, organizations who have not kept up are approaching functional obsolescence. Delaying modernization can have a direct, negative impact on your business. Maybe with rising call volumes you’re seeing a disproportionate increase in operating costs. Maybe it seems more difficult to retain customers. Perhaps outbound sales efficiency has stalled. All of these could be tell-tale signs that your contact center is due for an upgrade.
But how does one actually approach modernizing your contact center? There are many factors to consider. Do you upgrade or replace your existing system? Do you invest in ownership or pay for a service? Of all the available vendors and products, where do you start and how do you arrive at a sound decision?
Here’s a quick guide to the major questions you need to ask when looking to upgrade your contact center:
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Do I have clear solution requirements?
Many mistakenly assume that modernizing their contact center starts with a new phone system. But given the wide range of advancements in contact center technology – omnichannel, analytics, automation, etc. – this is no longer the case. In fact, buying a new phone system may not solve the problems you want to solve.
This is a critical distinction for two reasons. The first is cost. Modernizing the contact center can be achieved for far less without replacing the phone system. The second is scope. If you limit the change to the contact center, then the overall process will be faster and simpler.
There are many contact center solutions that are designed to work with your existing phone system. Regardless if you do or don’t need new features like omnichannel routing, better reporting, call recording, or workforce management right now, the ongoing demands and requirements of your contact center will change must faster than those of your telephone system. So, carefully consider how you can respond to both current and future needs with agility.
Is owning and managing technology the best use of our resources?
Considering resource allocation when it comes to owning or managing a contact center technology is important, as it gets to the heart of how you acquire and use it. Consider computing technology – it’s famous for becoming rapidly obsolete, yet requires on-site installation and additional costs including manpower to maintain. On premises contact center technology is no different.
Recent advances allow organizations to benefit from solutions without the need to purchase and maintain the supporting infrastructure of servers and applications. These are sold "as a service" and are invoiced based on metered usage.
For many organizations, contact center as a service (CCaaS) software makes a lot of sense because it eliminates large upfront capital investment costs and ongoing maintenance and replacement costs, as the service provider assumes this obligation. Benefits include improved cashflow, better use of internal IT resources, and the ability to match costs to seasonal or fluctuating use.
Committing to a roadmap
It is important to conduct a full audit of your contact center technology – where are the inefficiencies? How can you better service customers through integrated omnichannel routing, workforce optimization and analytics? There’s a business case to be made in how leveraging these tools through an open cloud customer experience platform can not only better support customers, but the organization as a whole. With contact centers on the front lines of customer experience strategies – a major differentiator in building loyalty – modernization needs to come sooner rather than later.
In my next article, I will be discuss what, exactly, a modern contact center looks like. Stay tuned.
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NICE inContact CXone™ is a unified cloud customer experience platform. CXone combines Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is the industry’s largest partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone.
Published: Friday, December 28, 2018
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