Posts Tagged ‘integrator’

How not to Deploy a Contact Center

Truism alert: companies need interaction with their customers. They need to deal with questions, complaints and they need to sell. Customer contact is like scoring goals in soccer: you can’t win if you don’t do it. In soccer, you have a skilled striker and hopefully a tactic that helps you to score goals whilst with customer contact you have the right technology as well as a strategy on how to deploy and use the contact center without ruining your business case. Thanks to the cloud, this is something you as a carrier can help your corporate customers with.

A while back, deploying a contact center was a costly business. You hired a consultant to find out which solution would suit you best, then you bought hardware and software. This would amount to a considerable sum of money and that was only the beginning. The hardware had to be assembled and configured, software had to be installed and also configured. The integrator who did that for you would certainly not do it for free.

Then, of course, there are professional services. You’d be stuck with the same integrator who charges you for service and maintenance. Do you have multiple locations? Well, have fun, because the integrator can charge you for each site and you also need maintenance for each location. Another fun scenario is when you have multiple locations with equipment from various vendors, which you need to harmonize for your Number Translation Services or to do follow-the-sun. You end up paying a fortune even before you get your first call or make your first customer happy. In addition, the number of agent seats is limited.

Since I have a smart readership on this blog, I can easily anticipate your question: why is a network-based solution better? It’s better because it makes all the above mentioned cost-factors obsolete. You get a network-based contact center from your carrier. You choose the number of agent seats that you need, maybe some additional features in the Agent and Manager Workplace and that’s it. It’s pretty much like Software-as-a-Service. You rent the virtual equipment that you need and you don’t have to worry about setup, maintenance, on-premise equipment, ect.

You also don’t have contact center equipment on your books that you have to depreciate. Instead you have predictable monthly costs. This is especially valuable when it comes to upgrades. Depending on the type of upgrade and additional features, your monthly fee might increase but you don’t need an integrator to install the new features. Also, you can get additional agent seats on-demand and your agents can work from any location.

So, if you can tell me a good reason why premise-based contact centers are still preferable, please do. I’m really curious.