It should be clear by this point that there is a lot to consider when comparing cloud-based call center software options. From technology qualifications to vendor qualifications, and total cost of ownership, the evaluation is not a quick and simple process. Cloud vendors have their inherent strengths and weaknesses that every buyer needs to know – no one solution can be everything to everyone.
Many cloud-based vendors have a focus on small business and mid-sized markets while others are focused on large, complex enterprise solutions. Furthermore, there are many key features to assess, and determining which ones are most important depends on your unique business needs. Some of the key features you may want to consider are: inbound ACD, predictive dialer, IVR, digital recording, omni-channel (email, chat, SMS & social), cell phone scrubbing, and workforce optimization (WFO).
Selecting the right cloud-based contact center software solution for your operation requires a unique expertise that typically does not reside in-house. Your team is built to optimize contact center operations, not evaluate software options. The software companies themselves are tuned to optimizing software performance, not running your day-to-day operations. The following are seven steps that must be taken in order to effectively select a cloud based call center software system:￼￼
- State the business goals you are trying to achieve
- Define your channel, feature, & function requirements
- Identify relevant vendors
- Evaluate the possible solutions
- Select the solution best aligned with your needs
- Migrate, train, & implement
- Monitor results and tweak as needed
These seven steps look simple on the surface, but they’re a lot more challenging and time-consuming than some may realize. If the process of selecting the right cloud solution for your company seems overwhelming, you may need to enlist the help of experienced industry veterans. Enter Cloud Call Center Search, a bridge between your company and the cloud software companies with focus on the intersection of contact center needs and the technology to fulfill those needs.