What to Look for in a new Hosted Contact Center Solution
Service Reliability & Uptime – No other metric is as important as reliability. If your contact center is down for even a minute, you could loose in a big way. Your contact center service provider of choice should have at least 99.99 percent reliability. Unlike on-premise solutions, CCaaS solutions are run in geographically redundant datacenters to improve dependability.
Ease of Use, Admin Portal Access, Dashboard Simplicity – The best features in the world are useless if the agent ends up writing everything down on a piece of scrap paper. Make sure the complex features of your potential contact center software are still easy enough to learn and use.
Provides a 360 Degree View of Your Customer – Your contact center solutions need to pull information about a customer from several sources and put that information in front of the agent, so the agent can better serve the customer. Knowing the customer’s past actions and present concerns will help predict their future needs.
Customer Self Service Features and Automated Tasks – Let your agent do the important stuff, but the boring tasks can be done for you. A good contact center Solution will make the most of your agent’s time.
Security Measures – Today, information security is crucially important to any business. Arguably more so in a contact center environment with agents collecting sensitive customer information. You need the proper amount of encryption and other security to keep your data safe. In addition, all financial and medical communications/data are tightly regulated. Be sure that your customers will feel safe giving private information to your agents.
Contact us at Cloud 9 Advisers to help you explore, find, and evaluate the right Contact Center solution for you. We are impartial, independent, and supplier-neutral and we sit on your side of the table when it comes time to negotiate with service providers. Join our Consulting & Buying Program and get exclusive access to our marketplace of nearly 200 vetted and thoroughly scrutinized suppliers. Plus, have our army of experts, engineers, project managers, and account specialists at your disposal. We’ll get pricing and bids from multiple, competing suppliers, and guide you through the evaluation and procurement process. Use our evaluation tools to document the entire process, reasoning, and recommendation. Due diligence built right in to our process. We’ll help you through the entire process before, during, and after implementation of your new services.
