Overcoming Contact Center Implementation Challenges

Contact center software has become one of the most essential components in today’s business infrastructure. With business success increasingly determined by the quality of customers’ e-commerce experience, an effective digital call center solution can maximize your company’s revenue by shortening caller wait time, boosting customer satisfaction, and improving client retention. On the other hand, problems with your call center can translate into longer wait times, frustrated customers, damage to your company reputation, and lost business.

While the value of contact center software is self-evident, implementing a call center solution can be less intuitive. Hardware installation, software integration, ongoing maintenance, and tech support can present challenges when putting your call center solution into practice. Here’s a look at some of the challenges that contact center implementation poses, how a cloud-based contact center can help solve these issues, and what to look for when choosing a contact center solution.

Contact Center Implementation Challenges

The benefits of using a contact center are compelling but, the challenges of implementing a contact center solution can be significant:

  • Hardware installation and rental: A traditional on-premise contact center requires installing a PBX hardware system, which includes phone sets and stations for each user, wires and cables, consoles or switchboards, and housing such as cabinets. The cost of installing and renting this equipment can be high, and there may be a long wait time before installation is completed.
  • Software licensing: On-premise contact center software must be licensed, installed, and configured, with licenses updated regularly and upgrades required periodically.
  • Software integration: For business functionality, contact center software needs to integrate with other relevant software apps, such as your email, chat, and customer relationship management tools.
  • Technical support: Contact center hardware and software deployment depend on adequate ongoing technical support, either from your in-house team or from your provider, which can add to your expenses.
  • Operational flexibility: Using on-premise contact center tools limit your ability to use remote workers as call center representatives and can multiply your expenses if your company has multiple branch locations.
  • Scalability: If you ever need to scale up an on-premise contact center solution, you will need to pay for additional hardware and software, as well as using more space.

Facing these challenges successfully requires doing due diligence in researching contact center solutions and comparing costs and other pros and cons. You can save tens or even hundreds of thousands of dollars in contact center implementation by taking the time to match your needs to the right technology, says Ablita managing director Dennis H. Goodhart.

How Cloud Contact Center Software Simplifies On-premise Implementation

Cloud contact center software represents a solution to some of the biggest challenges with implementing a traditional on-premise call center solution. A cloud-based contact center can simplify:

  • Hardware installation and maintenance: Cloud contact centers minimize hardware requirements, depending mainly on an Internet connection and headsets.
  • Software deployment: Cloud contact center software installation, configuration, and maintenance is handled remotely by your provider, greatly reducing the burden on your in-house IT team as well as cutting licensing costs.
  • Software integration: Cloud software can be synced with other apps for smooth integration.
  • Technical support: Since your cloud provider handles tech support, you don’t need to maintain in-house support for your solution.
  • Operational flexibility: A cloud-based call center solution allows you to use support representatives from any location, making it easy to use remote workers or maintain multiple branches.
  • Scalability: A cloud contact center infrastructure can be scaled up as needed using remote resources without any additional on-premise hardware or software investment.

These benefits make a cloud platform an ideal solution for call center needs.

Choosing a Cloud Contact Center Solution

To realize the benefits of cloud contact center technology, it’s critical to choose the right software platform and vendor. When considering potential providers, consider:

  • Implementation services: Today’s best cloud contact center providers offer professional implementation services(2) to accelerate your call center deployment, with experienced assistance to help you avoid common pitfalls and realize your investment in the shortest time possible.
  • Software cloud integration(3) support: A suitable cloud contact center solution should offer integration support for your key software, such as support for popular CRM solutions.
  • Security: With identity thieves targeting both your business and your customers, it’s essential for your contact center provider to employ enterprise-grade cloud security(4) to protect your vital data.
  • Cost: A cost-benefit analysis is part of any due diligence for choosing a software provider. Be sure to factor in hidden costs such as hardware upgrades, software licensing, and rental of call center space when evaluating providers.

Factoring in these variables can help you make the best decision for your business when implementing a contact center solution.

Conclusion

Contact center implementation requires less hardware set-up, software hassles, and maintenance headaches when you leverage the latest cloud-based technology. Call centers rely on their technology to empower them to be as productive as possible. With 8x8's Virtual Contact Center you get world-class technology and everything your call center needs in one place. Call 1-866-879-8647 or fill out an online form(5) to request a no-obligation quote from an 8x8 product specialist.

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