Customer needs are complex. But aging on-premises call centers systems limit many contact centers. Most customer experience and IT leaders recognize that extending the life of a patchwork of siloed channels and complex integrations offers only a temporary solution that’s expensive and difficult to maintain. The cloud offers a better option.
Cloud-based solutions deliver greater business agility and flexibility with simplified solution management. And these subscription-based services let companies scale up or down, based on changing business demands. It’s no wonder some of the most competitive companies are moving their contact centers to the cloud.
Let’s break that phrase down to reveal three factors on which to evaluate vendor offerings.
Omnichannel
Evaluate omnichannel based on these critical criteria.
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The power of one: Does the solution deliver all the necessary capabilities from a single platform? Or will it take multiple vendors and partners to achieve this?
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Routing: It uses a single, native routing engine for self- and assisted-service across all channels — no partners required.
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Data: There’s a single source of truth for customizable interactive dashboards, historical data and analytics.
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WEM: There’s a built-in native artificial intelligence (AI)-powered workforce optimization (WFO) engine, including quality management, intraday monitoring, call recording, omnichannel forecasting scheduling and more.
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Desktop: An omnichannel desktop has user-driven design, web-based experience, and built-in collaboration and escalation tools.
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Blending: You have the ability to blend native inbound and outbound voice that includes preview, predictive, campaign management, scripting, best time to call and extensive support for regulatory compliance.
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Multimodal self-service: It’s self-service beyond IVR — other modes across channels, including chatbots and messaging platforms, use the same design environment as for agent-assisted interactions.
Contact Center
Look for these specific characteristics when evaluating contact center experts.
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AI: Will you gain AI-based capabilities that use machine learning to dynamically take input and respond to interactions that span customer and employee engagements?
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Customer success: Your journey doesn’t end after the go-live party. Does the vendor offer a programmatic model of guidance and services that help you get the business outcome you wanted — quickly? And will you continue to derive value going forward?
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Innovation: Is there a track record of investment in customer experience innovation, a strong roadmap and continuous delivery of new features.
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Migration experience: The vendor should possess provider-delivered, on-premises-to-cloud migration experience that includes proven, published methodology.
Cloud
Evaluate the viability of cloud-based solution using these key criteria.
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Origin and development: Was it born in the cloud and developed based on Software as a Service (SaaS) design principals?
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Architecture: Is it a true multitenant and microservices-based public cloud architecture, with options for private or hybrid cloud services?
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Complete: Does it offer native Unified Communications as a Service (UCaaS) and Contact Center (CCaaS) options from a single platform, with a consistent user experience across devices?
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Flexible: Are there choices for voice infrastructure, such as Bring Your Own Carrier (BYOC), cloud or on-premises, or a 100% cloud-based provider voice option?
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Open: Does it use an open-platform approach and a robust third-party ecosystem for options to build, buy or extend
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Enterprise-grade: Does it have all the critical “abilities” of a true enterprise-grade solution, like scalability, reliability, capabilities and security? (Ok… that last one doesn’t end in “-ability,” but it’s still a must have.) Does it also have a global presence and published, real-time availability data that’s accessible from public website?
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