Everything You Need to Know Before Buying Contact Center Solution

A reliable contact center solution is not a choice but a necessity of every business customer support or contact center operation.

Since most business customers and audiences are active on various communication channels, it can be challenging to provide a comprehensive, dedicated, and consistent omnichannel customer support system in this world full of digital communication.

A contact center solution can be set up between these challenges faced by the business and provide a complete omnichannel support system for both the business and the customer.

This blog provides information on things to know before buying a contact center solution, including types of contact center solutions, key differences, considerations, and some of the best practices to implement in contact center solutions.

Hope you can get the value and answers that you are looking for in the contact center solution.

What is a contact center solution?

A contact center solution is a comprehensive set of tools and technology for managing client interactions over numerous channels. It goes beyond phone inbound or outbound calls to multiple channels such as SMS, email, chat, social media, and video conferencing. People who work in the contact center are called agents. These employees or staff may also be called call centers or customer service agents.

It enables firms to upgrade and experience internal and external communication systems to address client queries, concerns, support requests, and sales inquiries efficiently and productively. 

These contact center platforms and software often include features like automated call distribution, interactive voice response (IVR), customer relationship management (CRM) integration, analytics, and reporting.

Contact center solution vs Call center solution

Aspect	Contact Center Solution	Call Center Solution
Communication Channels	Focused on the omnichannel system (phone, email, chat, social media, video conferencing)	Focused on single-channel system (primarily phone calls)
Scalability	Highly scalable to accommodate growth	Limited scalability, may require upgrades for additional channels
Agent Productivity Tools	Call recording, knowledge base access, Workflows, Real-time analytics	Limited features focused on call management
Customer Experience	Seamless and centralized omnichannel experience	Limited to phone interactions, may require switching channels for multichannel support
Cost	Potentially higher upfront cost with the broader feature set	Lower upfront costs, but higher ongoing operational costs
Deployment	Cloud-based or on-premise options	Primarily on-premise deployments
Security	Robust security features across channels	Security focus on phone calls and audio
Integration	Integrates with CRM, Help desk, and Other business tools	Limited integration capabilities
Management	Centralized management of all interactions and communication channels	Focused on phone call management only

Types of contact center solution

When it comes to types of contact center solution in primary we can say two types, they are: 

On-premise or physical contact center solutions

On-premise contact center solution is known as the physical contact center, where the company installs the required hardware, software, and infrastructure within the business environment and manages it through its internal IT team or dedicated IT workforce and technicians. This enables the company to physically control, access, and configure the on-premise system.

IT staff within the company are responsible for installing, configuring, maintaining, and upgrading the entire system, which can be very costly for any business with contact center operations. However, on-premise solutions can be integrated with existing in-house business systems more easily than cloud solutions.

The advantages of on-premise contact center include:

• Complete control over the system
• Data Security
• Low latency

Cloud-based contact center solutions

The cloud-based contact center is hosted by a third-party provider that effectively manages customer interactions, such as inbound and outbound calls. It facilitates business with customers interaction via multiple or omni channels communication system, such as voice, email, or social media, and enables remote access to reach a global audience. It provides exceptional service to improve customer satisfaction.

A cloud-based contact center is the ideal choice to enhance the customer experience. Many small businesses with limited resources prefer cloud-based over on-premise contact centers because of its advantages. The advantages include the following:

• It has better features with excellent reliability, scalability, and flexibility.
• It is cost-effective.
• It supports unified communications and enhances the customer experience.
• It supports remote work.

Key differences between Cloud-Based vs On-premise Contact Center 

There is a significant difference between the cloud-based and on-premise contact centers. The key differences include:

Aspects	On-premise contact center	Cloud-based contact center
Infrastructure	It requires the installation of physical hardware and software.	It is hosted off-site by a third-party service provider.
Cost	The upfront, infrastructure, and maintenance costs are high.	The provider handles all the upfront and maintenance costs.
Accessibility	It has limited remote access, but no barrier for the physical.	Agents can access remotely, allowing flexible work schedules.
Integration Capabilities	Customized integration might require additional effort.	It supports integration with pre-built interfaces and APIs.

Hence, On-premise contact centers are a good fit for large enterprises with dedicated IT staff, a high volume of customer interactions, and strict data security requirements.

However, for smaller businesses or those with limited IT resources, cloud-based contact centers may be a more suitable option due to their lower upfront costs, scalability, and ease of use.

Things to know before buying a contact center solution

When choosing or buying a contact center solution for your business, there’s a wide range of things you need to go through, and looking for the essential features is one of the primary ones. As a way to assist you, here is a list of all the essential elements to look for:

1. Features

As a business owner or contact center requirement, you should definitely look for must-have features for business phone or contact center systems and make sure the service provider offers all of those. Some of the primary features of contact center solution are call routing, call forwarding, omnichannel communication, call analytics, ACD, IVR, and call transfer. These features can enhance your organization’s communication capabilities and improve overall productivity.

2. Reliability

The next thing to take into account is the reliability of the solution provider. For this, build a list of providers you deem good enough, go to review sites to read real customer reviews about each, and then choose one. A reliable VoIP contact center solution from a good provider can undoubtedly enhance the level of interactions within a business.

3. Security

The next step is to review the security details, as they are the most important considerations when choosing a call center or contact center solution. This is a no-brainer; simply opt for a solution with robust encryption protocols and data storage practices to protect your sensitive business information. Be sure to do this correctly, as this can literally make or break partnerships.

4. Customer support

The final step is to get an in-depth insight into the provider’s customer support offering the contact center platform or service. This is one of the most crucial factors to consider beforehand. Prioritize providers with strong credibility for responsive and helpful customer support to ensure smooth sailing throughout your contact center business operation journey.

Best practice to implement in contact center solution

Prioritize customer satisfaction and experience: 

Successful call and contact centers prioritize customer satisfaction and experience, as they have to deal with customer issues and provide the best solution possible. Try to resolve the customer issues in the first call focus and actively contribute to that part. Since customer and contact center agents don’t want repetitive unsolved problems to arise, solving these customer issues and concerns establishes a good customer experience and improves employee and customer satisfaction.

Embrace a positive work culture: 

Minimizing escalation and misunderstanding is essential to a positive work culture. It helps foster a positive work environment with positive agent empowerment without unnecessary escalation and recognition of their achievements. Provide excellent and competitive compensation for retaining the top talents with rewards and promotions. Moreover, agents should be provided with training and investment to develop their knowledge, skills, and communication skills regarding products or contact center software.

Use robust communication technology: 

You must choose the right technology based on your business size, budget, and required contact center features. The cloud contact center solution can be handy and offers a good scalability option for businesses of any size. CRM integration capabilities and other business tools can help contact center operations. The self-service features can streamline processes and reduce agent workload.

Hire and train people:

Hiring and onboarding the right agent is one of the contact center’s best practices or investments. Agents are the most valuable assets of contact center and call center operations. When hiring, prioritize the agent with solid communication skills, empathy, patience, and willingness to learn. To tackle agent burnout, offer flexible working hours and scheduling options with timely breaks.

Utilize customer feedback: 

Collect customers’ stakeholder reviews and feedback regularly to stay up to date with the rising customer issues and problems or faults in your business contact center or customer support operations. This feedback helps you identify potential gaps, address customer issues effectively, and improve your customer service experience.

Monitor contact center performance and improvement:

Set goals using the SMART method to improve the contact center’s success. This enables you to identify progress and positive results within a specific time period. 

Track and record key metrics such as Customer Satisfaction (CSAT), First Call Resolution (FCR), Average Speed of Answer (ASA), and Agent Average Handle Time (AHT) to identify areas for improvement. Use these indicators and data to identify trends, adjust strategies, and optimize call and contact center operations.

FAQs

How do contact center solutions benefit businesses?

The contact center has several business benefits, including improved customer retention and experience, fast customer resolution with an omnichannel customer support system, increased productivity, enhanced data management, reduced costs, and increased flexibility.

Tips for choosing the right contact center solution

You can follow the mentioned steps below:

• Know your business requirements.
• Select a simple setup and management contact center solution
• Find the solution with the integration you need
• Ensure your contact center solution has omnichannel capabilities
• Ensure the solution can meet your customer expectations and improve customer service
• Choose the solution that provides good customer service
• Choose the reporting capabilities to monitor your contact center

How much does a contact center solution cost?

Contact center software costs vary depending on the company’s requirements, such as size, needs, and number of agents. Also, the price can differ according to the service providers; you can consider Dialaxy to purchase your reliable and dedicated cloud-based contact center solution.

How can contact centers improve customer experience?

Contact centers can improve customer experience in several ways, including:

• Development of agent training
• Provide omnichannel support
• Utilize technology and automation
• Personalize customer interaction
• Measure and improve performance
• Feedback and continuous improvement