As organizations shift from traditional call center models to multichannel contact center solutions, navigating the sea of options can be challenging for IT decision-makers. Modern contact centers range from simple to complex, with various features designed to improve the customer experience. Contact center solutions can help you enhance customer service and are at the heart of how your business brings in money – and they can also be one of the most expensive line items in a technology budget.
With such a wide selection of contact center solutions available, how do you find the best fit at the right price? In this blog, we’ll discuss which factors to consider when comparing contact centers and how a trusted partner like CommQuotes can help you find the right-fit solution for your business.
What Factors Should You Consider for a Best-Fit Contact Center?
Selecting the right contact center solution for your business starts with evaluating your business’s needed and desired results. While opting for a contact center based on the latest flashy features may be tempting, consider these factors before investing in a solution:
Scalability
Are you on the hunt for a contact center solution that can scale to cover more complex needs as your business grows? Many flexible contact center options can expand with your business, even if all you need currently is a low-cost, basic call center with call queue options and basic routing and reporting. Locking yourself into a solution that can’t keep pace as your needs increase can lead to stagnated growth in the future.
Ease of Integration
If your business has an existing customer relationship management (CRM), ERP, or other database system, consider selecting a contact center solution that offers simple, straightforward integration. Spending a lot of money on a contact center that doesn’t streamline your processes and improve efficiency is obviously not ideal.
Basic Call Queue vs. AI, Omni-Channel, and More?
There’s a broad range of contact center options out there – your choice will depend on what your business actually needs. For some, a call center with a basic call queue and the ability to resolve customer issues efficiently over the phone is all that’s required. On the other end of the spectrum are complete contact center solutions that are omni- or multi-channel and allow your customers and agents to communicate via phone, SMS, email, live chat, and other options. Some solutions also include artificial intelligence, workforce management, screen recording, and training modules, analytics, and more.
What most businesses don’t realize is that there’s a whole world of less expensive options that aren’t heavily marketed – but can be right sized to what you need today and still grow with you in the future. The ideal solution for your business will provide everything your need – and nothing you don’t. That’s where CommQuotes comes in.
Find Your Best-Fit Contact Center Solution With CommQuotes
Working with an agnostic contact center advisor like CommQuotes can help you cut through the noise to find the best contact center solution for your business within your budget. We drill down into exactly what your business needs in a contact center – from simple call center features to robust CCaaS – to find a solution with the right mix of features and functionality that keeps your company competitive in the long run.
If you’re ready to find the best contact center solution for your business at the lowest possible price, reach out to CommQuotes today.
