Your company is in the market for a new contact center software solution, for your call center. Through your research, you’ve noticed that a cloud contact center solution is probably the best option. But there are hundreds of potential providers! Which do you choose to quote?
You’re in luck. AeroCom President, Mike Smith, is an expert at helping companies find the best cloud contact center providers. He’s been doing it for 17 years!
In this short video, Mike gives you 5 questions to ask yourself (about your company), that will quickly help you narrow the field to the best cloud contact center providers for your organization.
Want Mike’s recommendations on the cloud contact center providers your company should be quoting? Click the button below and ask him.
Mike Smith is the Founder and President of AeroCom and has been helping companies with telecom and cloud services since 1999. He has been the recipient of numerous business telecommunications industry awards and in 2011, he was honored as one of the top 40 business people in Orange County, CA., under 40 years old. Follow Mike on LinkedIn, Twitter or SpiceWorks.
So you’ve determined your company is going to research a new call center solution or contact center solution (if you want to use the latest and greatest terms), but there’s a lot of different vendors out there for contact center and especially cloud contact center, which I’m sure if you’re researching contact center solutions, you’re looking at cloud contact center solutions since that’s where the marketplace is headed. There are a ton of vendors out there.
So how do you differentiate them? How do you decide which vendors to look at?
I’m going to tell you five quick things that are going to really narrow down the amount of vendors that you want to look at.
So, number one is:
- What countries is your company’s contact center in?
Are you only in the United States or do you have some global locations? Well, that’s going to really change the different vendors that you look at.
Some vendors have local phone numbers available in certain countries and others don’t. Some vendors have local voice gateways in certain countries and others don’t. If you want to know what those things are, give me a call, shoot me an email after this and I’m happy to explain it in more detail.
So, first and foremost, what countries are you in?
Second is something called:
2. Workforce management.
Does your company need to manage your contact center’s workforce better? Meaning that, do you want continual real time help from your contact center software telling you how to better staff your organization’s contact center?
For instance, would it help for some of these contact center solutions to have the ability to give you estimates on how many agents you need at certain times of the day, based on call volume and based on agent performance, call duration, things like that.
So, it’s an extra benefit that some of the contact center solutions have, but some contact center solutions don’t have that. So if that’s a feature that you’re interested in, make sure you know that upfront and ask the vendors upfront if they offer that.
Another big one is a dialer.
3. Does your company need a dialer solution? Because, not all contact center solutions offer that.
4. Fourth is out of the box software integration.
So is there a certain CRM that your company really wants to integrate with your contact center solution or any other type of software like ERP software? If there is, it’s a heck of a lot less expensive if the contact center provider offers an out of the box integration with that software, right out of the gate, as opposed to having to custom build it. So, you might want to ask that up front before you get into several hours of meetings and discover that later.
Finally, the last thing you want to consider is:
5. The infrastructure of your contact center solution.
Is your cloud contact center solution running out of a single data center or is it streaming out of multiple data centers at the same time? Are they using a cloud infrastructure vendor like AWS to run their software or are they doing it in-house?
That’s a big deal because if your business relies on your contact center and it has to be up and running 24×7, you want to make sure the infrastructure of your contact center provider is not going to go down.
And trust me, there are big differences between the infrastructure of these different companies.
Some of them you’re going to pay for as well.
If you want to make sure you never go down, it might be a little bit more expensive to go with a provider who has a more robust infrastructure than maybe a contact center provider who’s less expensive but running one stream out of one data center that they own and operate. So, that’s the last thing you want to consider.
I hope that helps a little bit. If you have any questions, there are a ton of other things when it comes to cloud contact center that you should think about, but it’s just too many for one video. So please reach out, ask me some questions. I’m happy to give you my recommendations.
Call me at 714-593-0011, or email me.