Investing in a cloud contact center produces all the benefits that come with any cloud solution: scalability, flexibility, cost savings, and access to world-class features. You’ll improve productivity and customer service. But how do you successfully migrate to a cloud contact center?
Focus on business needs, not features. Before you look at a single cloud contact center demo, take the time to document your business processes and all the ways your cloud contact center will touch your daily activities. Have a detailed record ready before you begin considering specific solutions. Otherwise, you’ll soon find yourself dazzled by features, bells and whistles, and you may discover you’ve purchased a solution that has more tools than you need or doesn’t have the right tools at all.
Solution providers approach the vital functions of the contact center (managing and distributing interactions, tools for agents and supervisors, reporting and management options) differently. It’s likely that each provider's approach won’t translate easily to the next. Being clear about your requirements can make the process of researching and selecting potential providers cleaner. You'll also be in a stronger negotiating position when you know exactly what constitutes a deal-breaker, and where it’s easy for you to give in a little.
Your business is also unique. A contact center solution should be customizable to fit your exact needs. Prioritize your needs so you know when a solution is coming close to your ideal: key performance indicators, agent skill sets, and call flows are just a few of the factors that will be important for making your choice.
Choose your provider carefully. Evaluate what a cloud contact center provider can deliver, when they can deliver it, and at what cost. Review the provider's proof-of-concept terms, warranties, and service level agreements (SLAs) with a professional who specializes in these types of documents. Pay special attention to the provider penalties that exist in the SLA if support expectations are not met. Understand how these guarantees are impacted if you plan to self-manage any part of the solution!
Work with an expert. A third-party expert can help you with all of the above, from evaluating your needs to ensuring proper delivery of your cloud contact center solution. A partner with expertise in both cloud and contact center technology will not only help you through the process of selecting the right solution, they will help you after the technology has been installed to make sure it's working for your business.
At City Communications, we understand that evaluating contact center solutions is just one of many tasks on your plate. We can help you determine the right cloud contact center that meets your requirements and produces the return on investment you need. Contact us today to get started.