Contact Center Pipeline September 2022 September 2022 - Page 33

LAURA SIKORSKI
DIGITAL CHANNEL ROUTING
• Multiple contact center routing and prioritization engines with real-time and historical reporting
• Computer-Telephony-Integration ( CTI )/ web service interfaces – including tools for integration with CRM software
• Presence tools
• Email response management
• Web chat
• SMS
• Collaborative browsing
• Social media
• Live and prerecorded video
• Workflow routing and management
• Mobile customer service applications
• Knowledge-based self-service
• Sentiment analysis
WORKFORCE ENGAGEMENT MANAGEMENT
• Workforce management scheduling tools
• Session recording and quality monitoring , including speech analysis and screen scrapes
• Data warehouse and analytics systems
Second , you can choose to implement these technologies and features on-premise , cloud , or a combination of both . Cloud solutions in the contact center context are also known as contact center as a service or CCaaS .
The solution is dependent on how and what your customers will use to provide them with outstanding customer experiences and memorable interactions , the vendors selected , the IT infrastructure , and your company ’ s pocketbook .
The expenditure can be CAPEX ( pay up front , then amortize the expense for a specific time-period ) or OPEX ( pay annually or monthly for user connectivity - subscription model ).
Your company ’ s current and future digital transformation strategies are critical and will help you determine how much money to invest in a true customer engagement solution .
Finally , to fully answer your question , I don ’ t believe there is a wholesale shift to the cloud from on-premise but instead it is being made on a case-bycase basis .
The decision to ascend to the cloud is dependent on the contact center ’ s needs and what future customers are looking for .
THE DECISION TO ASCEND TO THE CLOUD IS DEPENDENT ON THE CONTACT CENTER NEEDS ...
BR : Is the move to the cloud being pushed by contact center needs ? Or is it being pulled by vendors finally realizing they can make more money with the cloud ’ s recurring revenue model ?
LS : I believe contact centers are going to the cloud for the update flexibility and cost reduction in IT personnel .
Selecting the OPEX Contact Center as a Solution ( CCaaS ) cloud solution is usually a joint IT and contact center management decision . Again , you can have a combination of on-premise and cloud if cost effective .
CLOUD CONTACT CENTER
Keep in mind that a Service Level Agreement ( SLA ) must include five-nine reliability through redundancy and QoS ( Quality of Service ),
Contact center management should have provided IT their requirements on customer touchpoints and expectations , agent requirements , self-service options , and artificial intelligence ( AI ).
Their input must be included in the Request for Proposal document and attendance at all provider presentation and pre-selection meetings .
Keep in mind that a digital transformation strategy for the next three to five years should be the core of the selection process .
The COVID-19 pandemic ’ s WFH requirement has certainly expedited cloud adoption . Ramp up was quick , and some vendors gave it away for free for a short period of time .
Do vendors want to sell the cloud model ? Of course , as it is a profitable business decision .
It makes sense for a contact center operation as more features are native to the software , can be implemented in a more timely manner if an implementation schedule is clearly defined in all contracts , and software feature updates are included in the subscription pricings .
Be careful , though . Make sure your future implementation dates and costs for native features are detailed in the initial contract .
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