Think about it, there could be things like income tax, annoying cab drivers, cold coffee, that hair in your soup and hardware based contact center solutions.
I am sure you might be raising your eyebrows about the last one and it’s probably not the first thing that pops up.
However, contact centers always seem to have their server rooms being occupied by this big gray monstrous machine with a big fat logo on it from your contact center vendor.
Well, you don’t have to anymore.
Modern contact center solution run on industry-standard platforms (your preferred corporate servers that you know and love) and open up a wide range of exciting capabilities such as virtualization, homeworking, outsourcer integration and a lot of flexibility as you can utilize your data network now to route voice interactions.
Oh and it will also manage other channels versus just voice.
You must already be thinking about how to justify the migration cost that the new solution requires, right?
Here are eight reasons you should give a place in your business case or project initiation document:
- Consolidation of systems
- Higher use of virtualization technology
- Reduction / elimination of single points of failure
- Less system complexity
- Fewer vendors
- Greater business continuity capabilities
- Greater Call Center flexibility
- More efficient workforce management capabilities
Each of these areas represents an important part of your ROI or business case. It’s your job to make sure you emphasize on the ones that make your management team happy and provide budget. Typically these are:
- Reduce cost of ownership of the entire contact center solution
- Increased utilization of employees
- Decreased cost to recover from downtime and prevent ‘service storms’
- Accelerate innovation to drive better customer experiences (improve NPS scores)
To learn more about software-based contact center solutions download the paper ‘Taking a SIP: What Executives Should Know about IP Transformation in the Contact Center’ now or watch the replay of a webinar with Carefirst outlining their case to replace the traditional telephony platform with Genesys SIP Server.
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