Selecting a Cloud Call Center Software Vendor Partner
How to Select a Cloud Contact Center Vendor Partner
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.
Cloud Call Center Search can find the cloud software solution that’s right for you!
There any many options in the marketplace to choose from. At no charge to you, Cloud Call Center Search can match you with the cloud software technology you need based upon your exact requirements. Our technology partners have proven stable, cost-effective cloud software solutions for you that include the following services:
- Inbound Automatic Call Distribution (ACD) with intelligent, skills-based routing
- Outbound predictive TCPA dialer/preview dialer
- Workforce optimization
- SIP based PBX (IPPBX)
- Cloud routing (a unified queue in the cloud)
- Digital recording
- Voice broadcast
- Customized Interactive Voice Response (IVR) solutions
- Call Tracking
- Omni-channel: SMS, social media, mobile, live web chat, and email
We have experience with hundreds of real world implementations to draw upon and can match you with the best solutions that fit with your company culture and your exact service requirements at no charge. Our technology partners provide a better suite of hosted contact center management products than most million-dollar premise-based solutions. With limited up-front costs, unlimited scalability, and better flexibility, our partner systems work for you to achieve all your goals. If you’re interested in discussing how we can help you find the best cloud contact center solutions, simply fill out the form, call 800-741-2998, or email us and we’ll help you find the solution that best fits your exact requirements.