How to choose a contact center platform?

Managing customer relationships across multiple channels requires an integrated communication system platform that is capable of handling all types of customer interactions efficiently. So, when it comes to choosing the software to be implemented in a contact center, there are some criteria that should be taken into consideration. Is it going to be a totally new contact center or are you thinking of upgrading an old one? What is the total number of users that will need access to this software? Is it going to be inbound, outbound or blended contact center? What functions would you like this contact center software to perform? The choice is big, however there are "must-have" standard applications to be considered and many software packages include most of them:

• ACD - intelligently route inbound calls

• CTI - display caller information on agents' screens automatically

• Predictive Dialer - dials batches of phone numbers for connection to agents

• Auto Dialer - dials batches of phone numbers to automatically deliver messages

• Call Recording - record and archive calls

• Reporting and Tracking - track contact center statistics

• Workforce Management - manage call volume to agents

• IVR - provide touch-tone or voice interaction for callers

• Call Blending - handle inbound and outbound calls simultaneously

Choose a vendor that offers more than just a feature set. Training and support, as well as a commitment to making the solution perform the way it needs to perform, are essential. Software alone will not bring optimization.


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Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”


Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (, the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. ( a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.