How to Choose Contact Center Technology

Customers have access to competing companies and tons of information at their fingertips. They can instantly interact with brands on a variety of channels at the same time, publicly announcing how impressed or disappointed they are with a company. Responding to customers immediately isn’t an option, it’s a necessity.
Open-Source vs. Proprietary Software
Many professionals appreciate open-source technology. However, while it’s still used by many companies and can be cost-effective for startups, it can end up costing the contact center more than necessary in the long run. Open-source technology is notoriously undependable and difficult to scale, and many contact centers find themselves having to eventually invest in a different, more efficient solution. Additionally, open-source software doesn’t have one entity in charge, so if you run up against technical difficulties it can be nearly impossible to get help (aside from scouring forums for advice or hiring a specialist). Proprietary software, on the other hand, is much more reliable and scalable, and it can be customized to fit your specific contact center needs.
Here are four parameters for choosing proprietary software:
1. Features
Know beforehand which features you’re going to need. Basic features include dashboards that show stats in real-time, call routing, IVR and an easy-to-use interface. You want everything in place so your team can answer support issues as efficiently as possible.
2. Flexibility
While you may need only basic features at first, there may come a time when you’ll need to scale or add extensions. Choose software that can grow and change with your contact center, and find out cost estimates for things like upgrades and customizations.
3. Programming
The software you choose will have to be implemented with your current system, which means it has to work with your programming language. While this isn’t usually a problem with modern, cloud-based software, you’ll want to consult your IT department to make sure everything can be smoothly integrated.
4. Support
The quality of the product won’t matter if the support team isn’t helpful. Read user reviews to find out about the reliability of their customer service.
Creating a positive customer experience is on the top of the priority list for contact centers. You won’t get a second chance to make a first impression. It’s necessary for support agents to have the best technology so that they can engage customers and create a stellar customer experience.

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