The Best Cloud Call Center Software: Don’t Duplicate Old Tech

If your company is looking for the best call center software, the first thing you need to think about is avoiding duplicating your company’s current, old technology.

In this video, I will explain why using your current tech, as a model to move forward might sound easy, but it’s actually going to hurt the company, in a big way.

Want my recommendations on the best cloud call center software solutions for your organization’s requirements? Click the button below and ask me today.

About Me

Mike has been helping companies select the best telecom, WAN, security, and cloud services since 1999. Mike founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow me on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

All right, well, today I’m going to talk to you a little bit about call center and some of my opinions on it. All right. So when it comes to call center, I get a lot of calls from companies that are looking to get a new contact center or call center solution. And one of the first things they’ll say is, is, you know, we just want to do what we’re already doing today.

So say they have an on premise system. A lot of companies call me they have a Cisco on premise system or a ShoreTel on premise system and a call center component is attached to that. And they’re getting rid of their phone system and their call center all at once. And they’re wanting to replace what they’re doing today as is.

Contact me

So that’s a problem. And I’ll explain to you why in a little bit. First, before we get too far ahead of myself, a quick plug, if you like. My recommendation on the best Cloud Contact Center Solutions, your company should be quoting. Reach out. Send me an email. Give me a call (714.593.0011). I’m happy to help. I’ve been doing this for 20 years.

I’m a broker for every major cloud contact center solution out there. And within a few questions, I can tell you which vendors you should be quoting. You know, price ranges, stuff like that. So don’t hesitate to reach out. It won’t cost you a thing. More information on that at the end of the video. Also, don’t forget to like the video and subscribe to the channel.

Thinking about upgrading to the cloud?

So your company is looking into a new cloud contact center solution and your immediate reaction is, Hey, let’s just get upgrade our solution. You know, maybe you’re going from an on premise solution to a cloud solution. Your on premise solution is end of life. The licensing is up for renewal.

You don’t want to pay it. You want to move to a cloud solution. And your first reaction is, hey, let’s just swap out what we have. You know, what are we doing today? You know, don’t rock the boat type of thing. But that’s actually the wrong mentality to have, in my opinion, because what you’re doing today is what everybody’s used to doing. And it’s based on technology that was available probably ten years ago or maybe even longer. And so it’s based on everybody’s old paradigm of what’s possible. And just that just because everybody in the office is used to doing it a certain way and is is operating at full steam ahead, doing it that way, that doesn’t necessarily mean it’s the best way of operating today.

If you won’t, your competitors will

So, for instance, I get a lot of companies will say, hey, right now we just do phone calls. That’s all we want to mess with this phone calls. We don’t want to look at integrating our email into the queue. We don’t want to look at integrating our website chat into the queue or text messaging SMS into the queue.

We don’t want to look at that. We just want to do what we’re doing today. We don’t want to really get too fancy. Well, the problem is with that is it all of this new technology is out there and it allows a lot more functionality than what your company is doing today. And my opinion is, is that if your company isn’t progressive in trying to figure out better ways to service your customers, your competitors are your competitors are going to be looking into the stuff.

Technology is your tool

And as a company, you should always be looking into ways to better service your customers. So if your customers want would rather, you know, text message you than call you all the time and get into your contact center that way and maybe get customer service or something like that through text message, you should find ways to service them that way.

Or if sometimes your folks internally aren’t responding to an email quick enough or the emails are kind of getting lost, somebody emails your company from a customer service standpoint or sales standpoint and you don’t even know if that email gets responded to in a timely fashion. What you need to know and there’s technology out there that will allow you to do that.

Don’t keep duplicating what you are doing today

So there’s all kinds of cool features out there that will help your contact center, service your customer better, and also help your supervisors train your people better. But you’ll never get there if you have the mentality of let’s just duplicate what we’re doing today. You really want to open up those gates of conversations with other departments within your organization.

And don’t just try to check the box of getting this phone system project done and off your plate. I know you guys have a lot going on for sure and you have a lot of projects you need to work on, but you need to make sure just involve other people on the call and open up everybody’s mind of like, Yeah, this is the way we’re doing it today.

Build a roadmap

But can we service our customers better with the technology that’s out there? And can we train our our contact center staff better and manage them better with the technology that’s out there? Because that’s the point of technology, right? It makes things better. It it improves our ability to do things. So as the technology group, the I.T. Staff within the company, hey, that’s your job is to bring the technology to the company and say, hey, there’s new technology out there that will allow us to be better as a company.

So, you know, I know it’s easier to just do things as is, but trust me, look into the new stuff, you know, if not to create a roadmap, maybe not initially, right out of the gate on the install, but have a roadmap. Hey, six months in, we want to integrate this new technology that this company is going to enable us to be able to use.

Reach out to me if you have any questions

So have a little bit of an open mind when it comes to that. That’s my advice. All right. So if you have any comments, don’t forget to leave a comment if you don’t agree with anything, I said, hey, let’s chat about it. But if you’d like my recommendation on the best Contact Center solutions that fit your organization, specifically, reach out, send me an email, give me a call (714.593.0011).

I’ve been doing this for 20 years. I work with all the major vendors out there. Based on your companies requirements, I can pair you up with the right vendors to use that our customers have had great experiences with, and I’ll also partner up with the right people within those organizations that you want to work with and also oversee the coding process to make sure your company gets the lowest pricing available with that service provider if the install goes well and all that good stuff.

So been doing this a long time. I love doing it. Reach out. I’m happy to help. It’s a way that you can say thank you. If if you like the videos, that’s the way you can take me is reach out and ask for my help. I’d love to help you get some good quotes. And if you like the video, don’t forget to hit the like button and subscribe to the channel.