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

Altocloud Jumps in the Smyths Toys Toybox to Bolster E-Commerce Presence

Those not immediately familiar with Smyths Toys can be forgiven, particularly if they don't live in the U.K or in Ireland, where Smyths Toys has at last report 80 stores to its credit. But Smyths Toys might well be easier find thanks to a new connection with Altocloud, which will bolster Smyths Toys' online presence and make e-commerce that much easier to carry out. [ Read More ]
04/22/2015

US Contact Center Jobs Continued to Increase in the First Quarter of 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report. [ Read More ]
04/21/2015

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!