Evaluating Contact Center Vendors

By Neil Zawacki
Updated: August 16, 2011

Evaluating a contact center vendor doesn’t have to be a difficult process. This article will discuss the different steps you should take in order to get the information required to make an informed decision.

You should start by asking the following questions:

How will the contact center integrate with your other solutions?
Does the system support remote users?
What is the measured uptime of the software and hardware?
Is there a dedicated account team?
How scalable is the system?

You can find out a lot of this information from the vendor’s web page. If you can’t find an answer to a particular question, make a note of it so you can bring it up if you decide to contact them directly.

The next step is to take a look at the overall cost of the solution. Do they offer a fair contract? Many vendors might seem reasonable at first, but charge substantial fees for technical support, training, or maintenance. You need to figure out how much the contact center is going to cost you in the long run, not just at the beginning.

You should also see if they offer any value-added services. One example of this would be quarterly reviews of your contact center in which they suggest potential changes to improve the system. This can save you a fair amount of money if they manage to catch a problem in advance.

Here’s another factor to consider: the special features offered by the vendor. Some contact center solutions offer real time monitoring of employees, while others have interactive voice response that allow you to automate interactions. A lot of these features can be very useful for a small business, so you may want to keep them in mind when making your decision.

Once you’ve obtained this information, you should check out the vendor’s customer profile. This can let you know the size of company that they tend to work with and whether they’ve dealt with businesses in the same industry. If they have, it’s a good sign they will be able to meet your customization needs. If they haven’t, there’s a good chance the deployment will take longer and face some difficulties along the way.

You should also take a close look at the history of the vendor. How long have they been in business? Are they still obtaining new customers or just maintaining existing ones? A contact center represents a significant investment for a company, so you want to make sure the vendor will still be around in years to come.

Featured Research
  • 7 Business Phone Systems Trends to Watch in 2018

    Business phone systems have long supported important internal and external company communications. Communication technologies have become more mobile and advanced to allow for broader options for staying connected with your strategic business contacts, and 2018 is no different. more

  • Your PBX Is Killing Your Business

    Your traditional PBX has served you well. In all likelihood, it's already paid for. However, it may be far riskier to stay with an out-of-date and underperforming on-premises PBX. Download and read our white paper to learn why you need to leave your aging PBX behind and entrusting your communications to the cloud. more

  • How Five IT Leaders Transformed Their Enterprises with Cloud Communications

    CIOs of midmarket and distributed enterprises are increasingly adopting cloud-based communications solutions, or Communications as a Service (CaaS), as a replacement for traditional on-premise systems. "Communications as a Service is emerging as an answer to the pain organizations experience trying to keep up with rapid changes in both technology and capability in the unified communications and collaboration space." more

  • 6 Ways You Should Be Using VoIP Reporting

    The VoIP market is in a period of exponential growth, in fact, it is predicted to generate $86 billion dollars in global revenue by the year 2020. Part of the reason for this growth is the amount fo effective tools that VoIP providers have that support business communication. Download and read our latest guide as it will explain not only why you should be paying attention to your VoIP data, but also outline six key ways that you should be utilizing this reporting. more

  • 7 UC Innovations to Watch for in 2018

    Unified Communications solutions continue to quickly evolve as more businesses realize the benefits of integrating and streamlining their communication tools. 2018 will likely be a big year for Unified Communications, as there are several big innovations on the horizon. If you currently utilize UC or are planning on investing in UC tools, it will be worth your while to pay attention to these developments. more