When was the last time you took a good look at your contact center and vowed to give it the update it needs? Regularly taking the pulse of your contact center, particularly when it comes to the software you use and how efficient it is, will help you remain competitive in the industry and relevant to your customers. Once you know the improvements that need to be made, you can find a cloud solution that meets your needs. Ask yourself the following questions when choosing cloud software.
- Will it support our omni-channel strategy?
Any software your contact center uses will need to support all of the channels your customers use to interact. This includes text, voice, web and social media. Additionally, these channels need to work flawlessly together so that you can provide omni-channel, not just multi-channel, service.
- Will the cloud solution remain up-to-date as time goes on?
The last thing you want is to be under contract with a cloud software provider who lets their service become antiquated. A quality cloud solution vendor will regularly add new features so that your contact center can remain on the cutting edge and continue to serve customers’ changing demands.
- How is uptime ensured?
A cloud solution that has too much downtime is going to be a major problem for your contact center. Ask your vendor about their service level agreement (SLA) for uptime. A certain amount of uptime should always be ensured.
- Is the vendor reliable?
Problems are bound to occur. When they do, you want to know that your vendor will be available to help you sort them out as quickly as possible. First, make sure the vendor has plenty of availability. Then, ask about the process they use to problem-solve.
- What will happen as the contact center expands?
Your contact center is going to change and, hopefully, grow with time. The cloud solution you choose will need to evolve and adapt along with your contact center. It should also be able to scale so that you won’t have to find a new cloud solution as you grow.
Have you hit a wall with your current software solution? It may be time to move to a cloud-based solution. Your contact center will get the modern functionality needed to quickly and properly serve today’s customers.
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