contact centerAre you looking to build a contact center as your new organization has grown fast during the last couple of years and your existing solution simply does not work anymore? Sure, your PBX provider probably offers an ACD solution, but the capabilities are not really convincing. You could select a Cloud provider for a contact center solution, but most of your agents are located outside of a country with cloud contact center capabilities, or your network is not really ready for the cloud.

As you continue to evaluate options, you realize your solution needs to provide protection for your initial investment and allow you to scale into various directions, not just the size of your contact center. You also might want to connect your contact center with a UC solution, such as Microsoft Lync, or maybe you’d like to connect to an existing PBX. You also want to be sure you can add additional capabilities such as self-service, chat, e-mail and social media in the future.

Most importantly, the solution can’t be overly complex. You still want to make sure it fits into your small, but growing data center. Finally, the solution needs to be secure and the implementation effort manageable, since you’re just about to build up a new contact center.

Or, maybe you already have a contact center running in your major country, but you are extending just one service into a different country. Inter-country network charges are still pretty high, so you do not want to operate your remote site with a remote local branch of your PBX. You’d like to build up a single instance for this particular country, as the inter-country benefits for one big virtual contact center are minimal, since you do have the barrier of a different language. Now here’s where it gets interesting.  You’d like to build a premise-based contact center here as well, as the network capabilities are limited. You could take cloud-based services for non just-in-time critical services, such as workforce management, chat or e-mail, while your voice related services remain on-site.

Both scenarios have multiple elements in common:

1. Getting up and running in a short time frame

Taking a ready to run platform makes your life easier, since you do not need to worry about multiple change requests and the time until the solution is finally up and running in your environment. Being able to extend the platform for sure is a requirement at the same time as your invested money needs to be secured. Investing into a future proof platform with capabilities to interact with the cloud already today is critical for your business.

2. Using standardized approaches to build a contact center

You do not want to enter a contact center hardware and software architecture design discussion, as you would like best of breed capabilities from a single platform vendor who has been in the business for decades. They know their infrastructure by heart and can provide you the best in class architecture based on their solutions anyways. Leveraging this knowledge by limiting the implementation time is a perfect match.

3. Take best practices from a best in class solution provider

Let’s face it, inbound contact centers have many of the same requirements in regards to routing – leverage them. You would like to manage your opening hours, you would like to welcome your customer, you would like to manage holidays, you would like to manage incoming calls based in customer value and service level agreements and so on.

4. Getting the complete platform out of one hand

You do not want to look into multiple options from multiple vendors, since you are looking into a hassle free environment. In regard to maintenance you want to talk to one vendor. In case of a failure you do not want to talk to the software vendor first who keeps telling you it’s a hardware issue, while the hardware vendor tells you it’s a software topic.

5. Extend the platform with additional capabilities

You would like to start with some channels in the beginning. Let’s say voice, e-mail and chat. Then, you can extend your channels to Twitter, Facebook, website interactions and others at a later stage. You would like to connect to a workforce management solution later on.

6. Grow into the cloud

You might want to extend your capabilities in a way that allows you to offer self-service out of the cloud, while your contact center remains local. Or you’d like to slowly migrate completely into the cloud at a later stage.

7. Stay independent, but remain standardized

You’d like to protect your investment of existing infrastructure, like the VoIP phones you bought recently. Or maybe you’d like to make sure your PBX investment could be leveraged. At the same time your customer service itself is a bit special here and here as you would like to differentiate from your competitors.

As Genesys has the leading Customer Experience Platform with the best-in-class routing engine in place, check out the Genesys Cloud Business Edition – an all-in-one, feature-rich Platform available in the Cloud or in your data center.

Build your contact center and your business today with Genesys!


Juergen Tolksdorf

As Director of Innovations Group, Juergen manages the Technology Partnership Program and AppFoundry Program. Prior to this role, he managed Genesys Solution Strategy and Research and Development groups within Genesys. Juergen joined Genesys in 2009 through an acquisition of a...