Comparing Contact Center Solutions

By Kristine Hegglin
Updated: April 01, 2011

Contact center solutions provide companies with a way to improve their communications. Contact center solutions may be implemented to handle a variety of communication tasks, including sales and technical support. Contact center solutions are designed to support businesses and improve profitability by streamlining processes and generating high levels of customer satisfaction. Streamlining processes generally reduces overall company costs and satisfying customers generally results in return businesses and referrals.

Identifying a Need for Contact Center Solutions

Before a company seeks a contact center solution, it is best to identify the capacity in which the contact center solution will be used. Contact center solutions can be expensive to implement, however, the return on investment can be substantial especially for growing businesses that often have extra demands, which can be difficult to fulfill without a contact center solution. Once a company identifies their need for a contact center solution, the next task is to research and compare all of the contact center solutions on the market.

Researching and Comparing Contact Center Solutions

Contact center solutions vary greatly. Some are well suited to small businesses and have limited applications or functionality while others are well suited to enterprises and have numerous applications with extensive functionality. Applications provided by a call center solution may include; interactive voice response (IVR), computer telephony integration (CTI), call recording, call monitoring, call center analytics and performance management, workforce management, and more. Companies interested in a contact center solution need to evaluate and compare each solution to find the one with the functionality that will best fulfill all communication needs. It’s also important to keep budget constraints in mind when comparing contact center solutions.

When comparing contact center solutions, determine how the solution will be integrated with current telephony solutions. Some call center solutions enhance or co-exist with a company’s existing telephony system while others can’t be integrated. Companies will most likely save on costs by selecting a contact center solution that will seamlessly integrate with their existing setup. When comparing contact center solutions, keep in mind that not all contact center solutions support different avenues of communications, which include email, instant messaging, and faxing. It’s also important for companies to compare the vendor or contact center solution provider. Finding a vendor with a good reputation and satisfactory customer support services should be a requirement.

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