Our modern day technology has enabled even startups and small businesses to have their own contact centers.
This helps them to better cater to their growing customer base more efficiently. But whether you’re an owner of a startup or a well established corporation, what things should you consider before investing in your contact center infrastructure?
What is a contact center infrastructure?
A contact center is vital to customer-facing types of organizations. However, to keep your contact center up and running, you have to set up the right infrastructure that will work well with your business model.
A contact center infrastructure refers to the various technological resources required to perform your daily operations. These resources include sets of hardware and software, as well as reliable telecommunications networks components.
Your contact center must consist of these four basic components:
- Contact center agents
- Hardware (i.e. local area network, automatic call distributor, predictive dialer, etc)
- Software (i.e. CRM, artificial intelligence, etc)
- Telecom network
Aside from your contact center agents, other most essential parts of your contact center are your hardware and software components. More so, you will require a telecommunications network to help you operate your contact center.
A lot of companies these days incorporate Interactive Voice Response (IVR) technology into their infrastructure as it helps them manage their communications with their customers properly.
Recommended technologies for contact center
If you are thinking about setting up your own contact center or about to do some upgrades to improve your operations, you have to consider a lot of things.
For one, your contact center needs a universal communications management system to support your different communication channels. You will also need a computer-telephony integration and automatic call distributors to manage your calls.
It may be a lot to take in, that is why we have outlined a few of technologies you can integrate into your contact center infrastructure:
- Avaya IP Office Contact Center – a contact center system that can be easily configured, and fully supports all scopes of IP consoles. It is scalable from 1-100 contact center agents, with features like call recording, multi-channel capabilities and call routing.
- Mediatel Call Center – offers business solutions that will help improve your contact center’s customer experience. They also offer consultations and interactive training workshops.
- Cisco Packaged Contact Center Enterprise – has a complete omni-channel solution that can be easily installed and configured. This is also perfect for bigger companies as it can be utilized by up to 12,000 agents.
Note that there are a lot of available options for technologies that you can implement into your contact center.
However, remember that not all will be applicable into your operations. In choosing the right technologies, start by identifying your business requirements and what services do you offer.
