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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