Choosing the Right Contact Center Solutions Provider

Posted by Linda Caudle

3/19/14 10:11 AM


Once you’ve decided that your business is in need of  contact center solutions, the next step is choosing the right provider, which is often easier said than done. With a bevy of providers to choose from, it’s easy to get overwhelmed.

But how do you choose the right contact center solutions provider and what are the must-have features they should include? Of course, the best contact center solution provider is the one that will support your team and your customers by providing best-in-class service, training, support, and features. But what other details should you evaluate?

Here’s our top considerations:

Availability of Cloud and SaaS
The cloud-based contact center solutions market continues to explode, experiencing an 80-plus percent growth in 2011 alone. Moreover, DMG Consulting estimates that more than 18 percent of contact center seats will be delivered by cloud-based contact center infrastructure providers by the end of 2015.

One of the many benefits driving the cloud’s growth is cost savings. With cloud-based solutions, businesses are able to avoid costly hardware and software set ups and eliminate unnecessary staffing. Furthermore, cloud-based solutions seamlessly update and scale as a business grows, eliminating the need to transition out of legacy equipment or implement an entirely new solution.

Security and Reliability
According to a recent survey, more than half of respondents felt cloud computing actually increased security as opposed to more traditional methods of gathering and storing data. A first-rate contact center solutions provider will handle private, sensitive customer data safely and securely. Be sure to choose a provider that manages and mitigates security risks and can handle the volume of customer interactions your business requires, without service breaks or downtime.

Training and Support
A best-in-class contact center solutions provider knows that their job isn’t done just because they’ve closed the deal. A first-rate provider will offer a comprehensive range of proven, role-based customized training programs, including on-site instructor-led courses, and web-based training. Don’t be left in the dark, make sure your provider offers superior support and training.

Robust Set of Features
Your chosen provider should offer a rich set of features that support your businesses’ customer retention efforts. After all, the contact center is the driving force behind customer loyalty. Features might include speech and desktop analytics, coaching and training, compliance recording, customer surveys, workforce management and more.

More importantly, your contact center solution should have the ability to capture, report, and analyze voice of the customer data, as this will not only help in identifying customer trends, but it will also help you define a strategy to stay ahead of those trends and dive deeper inside the mind and motivation of the customer.

Data and Analytics
All of the infrastructure in the world won’t do you any good if you can’t utilize the data. After all, if you can’t measure it, it doesn’t exist. The ability to utilize actionable data to adjust practices and move beyond the established best practices is vital for considering which contact center solution to integrate into your business.

And we’re quite confident that Click2Coach Cloud offers the best mix of features and measurable results on the market. If you’re ready to get going, be sure to sign up now for a demo.

Topics: contact centers

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