Contact Center Solutions Featured Article

Best Practices in Choosing a Contact Center Solution

October 09, 2012

Ten or more years ago, choosing a contact center solution wasn’t all that difficult. Nearly all solutions were premise-based and generally rather inflexible. It the contact center solution was square, you needed to hope fervently that your contact center was a square hole. The only real choices you had were between vendors, and you crossed your fingers and hoped you would find one that took your calls when something went wrong.

Fast-forward to today, and a lack of choice isn’t the problem. In fact, the contact center solutions market is like the menu at a late-night diner: so many choices, you’re not sure where to look first. In fact, you’re often not even completely sure what it is you want to begin with.

As the array of options grows ever larger, contact centers today struggle with understand not only what features they want and need, but how the solution should even be delivered to them. Premise-based? Hosted? Cloud-based?

Smart companies turn to understanding best practices to learn about the solutions and set-ups that have served other organizations well. The best way to uncover these contact center best practices is to talk with industry experts who have seen the process thousands of times and who best understand what works and what doesn’t, and how different types of contact centers have different needs.

IP communications company Interactive Intelligence (News - Alert) will give curious contact center organizations a chance to participate in just such an expert best practices forum. On Tuesday, Oct. 30 at 11:30 a.m. Eastern time (EDT), a Web event hosted by Interactive Intelligence CMO, Joe Staples (News - Alert) will pull together experts such as Frost & Sullivan Principal Analyst Nancy Jamison, Gartner Research VP Drew Kraus, McGee-Smith Analytics Founder and Principal Analyst Sheila McGee-Smith and Nemertes Research VP and Service Director, Irwin Lazar.

Topics to be discussed include evaluating vendor viability, the role of proactive customer communications in the selection mix, product architecture evaluation, considerations for cloud-based offerings, the role of multichannel communications, assessing UC integration issues when evaluating a contact center solution, maximizing the value of vendor and customer reference site visits and more.

For more information to register, click here.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!