Choosing the best-fit contact center software for your business could sometimes be challenging if you aren&#;t too familiar with technological evolvement and don&#;t know the right questions to ask.
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There are many contact center solutions ranging from on-premise to hosted solutions, including cloud PBX and cloud contact center.
Often, businesses are concerned with the size of their operations, such as the number of agents, the number of calls it handles, the budget, and the decision to migrate from on-premise to an entirely cloud-based solution.
While those are necessary metrics to weigh when making a decision, other pertinent questions would enhance and ease the process of choosing the best-fit solution for your business.
How to choose the best call center software? Ask These 15 QuestionsYou don&#;t need a total reset of your call center when switching contact center solutions.
If your business has been using customer relationship management (CRM) software or payment gateways, it would only be logical to switch to a provider that will easily integrate your existing applications without hassle.
Doing otherwise would only lead to delays in getting your business up and running immediately, thereby defeating the purpose of improving your business&#;s productivity and customer experience.
2. What is the set-up time?One of the many advantages of using a cloud-based solution is the ease of setting it up. Like we have highlighted in blog content, setting up your contact center can be done within 10 minutes.
Your IT team shouldn&#;t be burdened much with the setup process. Instead, the provider should have a defined process mapped out, which usually takes a maximum time between 10 mins to 72 hours.
3. Does it allow my business to scale operations up/down?On-premise call centers usually experience the challenges of scaling exponentially as the business grows. However, some providers don&#;t give users the freedom to scale at their own pace based on the business&#;s growing needs and changing demands. This is a problem that cloud-based solution providers solve.
It is necessary to ensure that your supposed new solutions provider supports scalability and flexibility, allowing your business to expand without constraints.
4. Can your agents work remotely?With the COVID-19 pandemic disrupting businesses globally, remote work-enabled solutions are more necessary today more than ever.
Before choosing a contact center solution, it is vital to ask about the functionality that allows your agents to connect to your contact center service from anywhere while maintaining an efficient and personalized customer service delivery.
Contact software features such as WebRTC allow your web browsers to participate in audio, video and engage in screen sharing collaboration. WebRTC eliminates being locked into any expensive hardware system. It extends your contact center&#;s functionality with a single browser interface that works as a without the need for plug-ins or telephony infrastructure.
Agents can work remotely from anywhere in the world.
Reporting and analytics are vital features that help a business achieve its required growth. Without these, decision-making could be questionable as it wouldn&#;t be data-driven.
How do you measure staff productivity and performance? For example, what is the average call time, abandoned call rate, dropout rates, first call resolution rate?
Effective reporting and analysis of data help a business understand customer needs and develop strategies to keep them.
Choose a contact center provider that offers a user-friendly and comprehensive reporting & analytics tool.
6. How is the demo process before deployment?Free demos are usually a great way to try out the software before buying or subscribing to its service.
Explore every available feature and try to ask questions that are about the requirements of your business.
Try to get many agents to try out the software. They are likely to give the best feedback about how the software fits your business&#;s current system.
While many providers offer free demos to potential clients, not all are patient to take you through the detailed workings. Therefore, it is advisable to take your time with the demo process before deciding.
7. Can the system handle busy periods?Contact centers have peak periods &#; days with high call traffic and days when there is a low volume of calls. Therefore, it is essential to consider software that effectively manages both cases when choosing a provider.
What happens on days when there is a significant inverse in the volume of calls? Is the system designed to manage this efficiently?
It doesn&#;t make sense for a small or medium-sized company to spend a lot of money on a system that will be under-utilized most of the time. So instead, it is best to settle for a system that can scale up when needed and be switched back to handling lower volumes when necessary.
8. Does it have multichannel functionality?Having a multichannel contact center helps enable your business to deliver a personalized customer experience.
Before deciding on a provider, you should know that not all are multichannel-ready and would usually need a few extra days to set up or can&#;t integrate at all due to API limitations.
Look for a call center software with a public API for quick and seamless integration with several channels for accessible communication with customers. So your business can reach out to customers on their preferred channels of communication.
9. How easy is it to add new users?As your organization changes, it is necessary to have a contact center software that allows you to add and remove users yourself without needing technical support.
Adding users, supervisors, and numbers to your contact center should be as easy as saving numbers to your mobile . In this case, rather than numbers, you are storing profile information such as name, birthday, specifying queue and the dialplan they will be in, and so on.
Adding new users will be a frequent activity on your contact center software; hence it should be quick and straightforward.
Deactivating users should also be an easy process. If users aren&#;t active, Call Center Studio stores them on the platform at no extra cost.
10. Is the software user-friendly?User-friendliness is an essential feature for your checklist when considering contact center software.
A user-friendly interface is not overly complicated; instead, it is straightforward, providing quick access to standard features or commands. It is also well-organized, making it easy to locate different tools and options.
Does the software meet these requirements and also others that you may consider necessary?
The demo process is the best opportunity to determine the user-friendliness of contact center software.
Another way of determining the user-friendliness of software is the training time. If it takes a longer time to get your agents up and running with the software, that could result from the user-friendly interface.
Your agents are less likely to deliver excellent customer experiences.
11. Can the software track positive and negative results?KPI metrics are the right way of knowing agents that are high or low performers in your contact center.
For example, how do you reward an agent with a high first-time resolution rate and query those who have high call redirects without access to accurate real-time and historical data?
While it is good to know how well your contact center is doing in customer satisfaction, it is also vital to know the agents contributing to your business&#;s success.
Choose a contact center software that offers the tools required to balance positive and negative performances.
12. How&#;s the training and support?Knowing how much time is required to train your agents is essential.
Some software providers have training included in the set-up fee as an add-on, while others bill separately.
Having to pay separately for training could be expensive, especially if the software isn&#;t user-friendly and would require weeks to get your staff members acquainted.
You should be aware of the provider&#;s support program. However, are they always available to help with any arising issues?
You should ask questions such as if you require additional training, would there be an additional cost after the initial one? What would be the costing structure, by the hour or per day?
Look for a cloud-based contact center provider that takes very little time to train your agents and offers 24/7 support to your business.
13. Does it cost money to set up?Some software providers request set-up charges in addition to the license fees.
All though it shouldn&#;t be a regular practice, often, this cost isn&#;t made known from the onset and only creeps up on you as an unwanted surprise when it&#;s time for payment.
Before signing an agreement, ask if acquiring the software is different from the set-up charges.
Always ensure that you have a clear understanding and are on the same page with the solution provider.
14. What is the pricing structure?The pricing structure of a software provider should be an essential concern for your business not to lock yourself into unpleasant surprises.
How are their services priced? For example, is it a pay-as-you-use solution without any capital expense, or do you pay for every service irrespective of the need? Also, do these payments come with support, or are they separate charges?
At Call center studio, we work with the pay-as-you-use structure, which includes providing complete service with technical support and a dedicated project manager. And most importantly, we only charge users who will generate traffic on the platform; this means our customers enjoy unlimited supervisor and admin users free of charge.
This pricing structure makes the most sense for most businesses, as they wouldn&#;t have to pay extra fees for support and services they don&#;t need.
It is necessary to ask about the pricing structure before deciding on contact center software.
15. Does it have industry recognition (Awards)?While this shouldn&#;t be at the forefront of your decision-making, it is a decision-enhancing factor to consider when choosing a contact center software.
What are professionals in the industry saying about the software? Is it recognized? What awards has it won? Does the category of award align with your company&#;s needs?
For example, Call Center Studio has bagged a couple of international awards. These awards have been won for being the &#;Best SaaS Cloud Service Provider&#; &#; EuroCloud, Europe&#;; &#;Cloud Innovation&#; &#; WINNER, in ICT Business Services, New York; among others.
With the above-listed questions, your decision-making process for a contact center solution should be much more comfortable. However, if you still have questions and need clarification, you may. We&#;ll always be available to help you achieve your goals. Are you up for a quick chat?
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Contact us to discuss your requirements of API Providers. Our experienced sales team can help you identify the options that best suit your needs.
It doesn&#;t make sense for a small or medium-sized company to spend a lot of money on a system that will be under-utilized most of the time. So instead, it is best to settle for a system that can scale up when needed and be switched back to handling lower volumes when necessary.&#;
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Adding new users will be a frequent activity on your contact center software; hence it should be quick and straightforward.
Deactivating users should also be an easy process. If users aren&#;t active, Call Center Studio stores them on the platform at no extra cost.&#;
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Does the software meet these requirements and also others that you may consider necessary?
The demo process is the best opportunity to determine the user-friendliness of contact center software.
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While it is good to know how well your contact center is doing in customer satisfaction, it is also vital to know the agents contributing to your business&#;s success.
Choose a contact center software that offers the tools required to balance positive and negative performances.&#;
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You should be aware of the provider&#;s support program. However, are they always available to help with any arising issues?
You should ask questions such as if you require additional training, would there be an additional cost after the initial one? What would be the costing structure, by the hour or per day?
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At Call center studio, we work with the pay-as-you-use structure, which includes providing complete service with technical support and a dedicated project manager. And most importantly, we only charge users who will generate traffic on the platform; this means our customers enjoy unlimited supervisor and admin users free of charge.
This pricing structure makes the most sense for most businesses, as they wouldn&#;t have to pay extra fees for support and services they don&#;t need.
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For example, Call Center Studio has bagged a couple of international awards. These awards have been won for being the &#;Best SaaS Cloud Service Provider&#; &#; EuroCloud, Europe&#;; &#;Cloud Innovation&#; &#; WINNER, in ICT Business Services, New York; among others.
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Traditional contact centers rely heavily on on-site hardware and software, are inflexible, and expensive to maintain. Scaling up or down to meet customer demand is also complex.
If you want a modern, hassle-free customer support platform that keeps your clients happy, you should look into a cloud-hosted contact center.
But it&#;s not just convenience &#; cloud contact centers are packed with features that empower your agents to deliver exceptional service across multiple channels &#; , , social media, and integrate with your existing business applications.
We&#;ll walk you through this cloud-based call center technology, its key benefits, how it works, and how to use it to meet your customer service needs.
A cloud contact center is a web-based customer service solution that eliminates the need for on-premise hardware and software. It uses the internet and cloud computing to provide businesses with a scalable, cost-effective, and feature-rich platform for managing customer interactions.
A cloud-based contact center banks on call center technology hosted in the cloud. It helps contact center agents handle all types of inbound and outbound calls and customer communications, including voice, , SMS, social media, and the web, in a single, user-friendly platform on both mobile and desktops.
The best part is that agents can access cloud contact center platforms from anywhere with an internet connection, allowing for greater flexibility and remote work opportunities.
On top, cloud contact centers offer advanced features like call routing, call recording, performance analytics, and integrations with CRM software, which you might not find in traditional on-premise setups.
As organizations add more support channels, a cloud contact center solution helps them respond to every customer request and optimize agent productivity.
Cloud contact centers operate on a remote server infrastructure managed by a contact center provider. Businesses access the platform and its features through a secure internet connection.
Here&#;s a breakdown of the key functionalities.
Unlike an on-premises PBX, cloud centers don&#;t require telecom hardware to purchase, install, and maintain. Instead, calls and messages use Voice over Internet Protocol (VoIP) technology.
Cloud contact center software connects to other platforms like social media or and integrates all channels seamlessly. Each interaction connects with a customer or prospect account and assigns incoming communications to the right agent to avoid conflicts.
A cloud contact center can also integrate with your customer relationship management (CRM) software, keeping all communication data in sync across your organization. It&#;s the best way to deliver a seamless customer experience across customers&#; preferred channels.
Since a contact center works entirely over the internet, you just need workstations, headsets, and an internet connection for your team. While you can use special hardware, cloud contact center solutions will work just as well on the computers and cell phones you already use.
On-premises call centers are quickly becoming outdated.
There&#;s a reason IDC predicts that business cloud solutions will continue to outpace (54%) on-site technology investments (46%) in the coming years.
On-prem contact centers require employees to be physically present, demand constant maintenance, and require expensive (and quickly obsolete) hardware.
On-site call centers revolve around conversations, which don&#;t address the modern customer experience. For these reasons and more, cloud-based contact center solutions are the right approach for high-growth companies.
Analysts forecast cloud-based infrastructure continues to unseat on-prem solutions. (IDC)Cloud contact centers are entirely different. They offer accelerated setup, improved flexibility, and real-time analytics. In the end, this means significant cost savings, gains in customer experience, and faster time to market.
Here are some compelling benefits cloud contact centers offer over traditional systems to help businesses deliver top-notch customer service:
FunctionCloud contact centerOn-premises contact centerSetupAffordable, out-of-the-box installation that can work with existing devicesMonths-long process that requires hardwiring each device to a central systemScalabilityNear-infinite scalability; can add new lines in a few clicksEach new line requires additional on-premise setupReliabilityEnterprise-level reliability with excellent uptime and speed improvements through software upgradesReliability depends on existing hardware, which will deteriorate over timeImprovementsEver-expanding set of key features using developing technologies like AI and predictive analyticsLimited to existing capabilitiesFeaturesAll traditional features plus modern improvements like IVR, natural language processing, live call monitoring, and moreTraditional features like hold, call logging, and wait musicIntegrationsExtensive integrations across digital channels and toolsLimited integrations that can be difficult to set up due to installation and licensing issuesCostMinimal up-front cost and lower monthly cost per userHigh upfront costs and additional ongoing costs for system maintenanceRemote work flexibilityAgents can work from anywhere in the worldAgents are restricted to the system&#;s physical locationCustomer engagementSeamless conversations across channels and departmentsEach channel is handled separatelyCloud contact centers go beyond traditional call center software, offering a multi-channel approach to customer engagement.
While the terms are sometimes used interchangeably, a crucial distinction exists.
Cloud call centers excel at handling high volumes of calls. Agents primarily interact with customers in real time over the . However, cloud technology allows for scalability and remote work options.
Cloud contact centers, on the other hand, offer a wider range of communication channels. They integrate calls with , social media, text messages, chatbots, and video conferencing. This creates a more comprehensive and convenient customer experience, allowing them to connect through their preferred method and receive consistent, high-quality support.
Benefits of cloud contact centers over call centers:
Cloud contact centers offer a more future-proof solution with a broader range of features and benefits compared to cloud call centers. They cater to a wider range of customer preferences and business needs, driving better customer experiences and business growth.
However, cloud call centers might be a suitable option for businesses with a primary focus on support and a limited budget for upfront costs.
Cloud contact centers pack a ton of powerful features and benefits that traditional on-premise systems simply can&#;t match.
Businesses can save up to 65% just by switching from traditional landlines to VoIP. But it&#;s not just the monthly fees, cloud contact centers eliminate so many of the hard costs like real estate for housing equipment, backup power sources, multiple network carriers, security audits, and dedicated IT staff.
Microsoft found that 82% of small businesses reported cost reductions after moving to the cloud. Without all that hardware and excess staffing, a cloud-based contact center is far more affordable in the long run.
Cloud contact centers consolidate a bunch of tools and apps you&#;re probably paying for separately into one unified platform. You don&#;t need to juggle multiple subscriptions and vendor relationships.
Related: Small Business Contact Center Software: Overview & Key Features
So many businesses are now on work-from-home or hybrid models, and having a remote contact center workforce is a necessity.
Cloud solutions make this seamless &#; agents and supervisors can stay connected and productive from literally anywhere with an internet connection. The software solution is built to work across all devices and operating systems too.
Comprehensive real-time reporting provides full visibility into performance for managers. And stringent security standards ensure customer privacy and prevent data breaches.
Rather than the nightmare of traditional on-prem installations that dragged on for months, cloud contact centers can get you up and running in just days or weeks.
No complex hardware configs or endless IT requests to deal with. Customizing settings, onboarding new employees, pulling analytics, and reporting. It&#;s all streamlined and simple through intuitive web interfaces.
Cloud architecture also delivers major performance gains. While physical systems have finite resources, cloud platforms leverage virtualization to dynamically scale capacity based on demand.
No matter how many calls, cases, or interactions you have, redundant cloud infrastructure ensures maximum uptime, lower downtime, and better responsiveness.
If your local internet connection goes down, calls can simply re-route to agent cell phones or automated messaging. Reliable business continuity is baked in.
For agents, the unified cloud interface boosts productivity by eliminating tool-switching and streamlining common workflows.
Everything an agent needs for efficient call handling and case resolution is right at their fingertips &#; no more disparate apps and fragmented data sources. Features like click-to-call, conversational AI-enabled self-service, and intelligent routing get customers to resolution faster too.
Cloud solutions are designed to scale effortlessly as your business grows. Need more users, channels, or functionality? Just provision it through the cloud platform.
No wiring nightmares or server upgrades are required. You can start lean and scale up gradually based on demand.
Reliability and uptime are also enhanced in cloud environments.
While traditional on-prem systems are susceptible to localized outages from severe weather and network hiccups, cloud providers operate geo-redundant data centers with hefty service level agreements.
Layers of built-in and end-to-end security like call encryption, permission controls, and auditing enable compliance with regulations like PCI, HIPAA, and more.
Integration capabilities are another big win. Most businesses rely on a patchwork of different systems and apps, but cloud contact centers can sync all that data to provide a seamless, unified experience across all customer channels and touchpoints.
Contact center agents get full context into account histories, past interactions, and potential opportunities within a vibrant integrations ecosystem.
Speaking of context, real-time analytics dashboards and custom reporting tools help surface those valuable customer insights. You get a clear, quantified view of operations, processes, and performance metrics that would require teams of data analysts to stitch together in legacy environments.
Supervisors and executives can benchmark against KPIs, identify friction points, and drive strategic improvements.
the biggest advantage of cloud contact centers is the ability to deliver a truly seamless omnichannel customer experience. Customers want to be able to reach out on their channel of choice &#; voice, chat, , messaging, social media, etc.
Cloud platforms unite those channels on the backend so agents get full context no matter how the customer interacts. That&#;s what builds lasting relationships and loyalty in today&#;s digital era.
On the management side, cloud contact centers centralize administration through simple web interfaces rather than having to dig into arcane system configs and databases. Adjusting settings, permissions, and customizations is point-and-click easy.
Cloud contact center, also known as Contact Center as a Service(CCaaS), offer a flexible and scalable solution for managing customer interactions. Billing is typically on a monthly subscription basis, with costs varying depending on several factors:
Vendor Comparison Example
Here&#;s a comparison of three cloud contact center providers to illustrate the different pricing structures and features offered:
FeaturesNextivaFive9NICE CXoneSetup In Hours&#;&#;&#;Monthly Price$99+ per user$149+ per user$94+ per userUC + CC Integration&#;&#;&#;Free Trial&#;Custom Proof of Concept60 days24/7 Support&#;&#;&#;Omnichannel&#;&#;&#;Workforce Management&#;&#;&#;Outbound & Inbound&#;&#;&#;AI Agent Assist&#;&#;&#;CRM Integration&#;&#;&#;The cloud-based contact center industry is expected to grow by a compounded annual growth rate of 26% through . But as the industry grows, choosing between providers is harder.
Selecting the right cloud contact center solution requires careful consideration of your specific needs. Here are some key factors to evaluate:
Carefully evaluate these factors alongside your specific business needs to make an informed decision when selecting a cloud contact center solution that empowers your agents, delivers exceptional customer experiences, and scales with your growing business.
Looking for a top-rated contact center solution? Nextiva was named Customers&#; Choice for Midsize Enterprise and North America by Gartner Peer Insights. It&#;s an easy-to-use omnichannel cloud center platform paired with Nextiva&#;s award-winning customer support.
Thousands of companies rely on Nextiva for scalable communication solutions to grow their businesses.
Here are three reasons why Nextiva stands out from the rest:
A contact center solution is ideal for those facing a rising tide of customer and sales requests. Nevertheless, the benefits of moving your contact center to the cloud far exceed those of an on-site solution.
You can&#;t go wrong with a cloud call center &#; it offers unmatched scalability. And when you&#;re ready to move to an omnichannel contact center, we&#;re ready.
There&#;s a reason why companies in industries like healthcare, logistics, and finance trust Nextiva. It&#;s dependable and enables them to grow faster.
Related: Contact Center Architecture: How Contact Centers Work
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Get a quoteHosted contact center can refer to any contact center software or solution hosted by a third-party provider, whether it&#;s hosted in a traditional data center or the cloud.
Cloud contact center specifically refers to a contact center solution hosted in the cloud. Cloud-based contact centers offer all the benefits of hosted contact centers, with the additional advantages of scalability, security, and accessibility.
Cloud contact centers are a more advanced and flexible version of the general &#;hosted&#; category.
Traditional contact centers struggle with siloed data, limited communication channels, and frustrating wait times for customers. Cloud-based contact center solutions transform this experience, offering a unified platform for agents to access all customer interactions.
Omnichannel engagement provides rich data for better service and intelligent routing minimizes hold times. Real-time call analytics through the cloud improves agent performance, leading to a more satisfied customer experience.
Cloud contact centers are constantly evolving, fueled by advancements in artificial intelligence and automation. Here&#;s a glimpse into the future:
&#; AI-powered Chatbots and Voice Assistants: Virtual agents will handle routine inquiries, freeing up human agents for more complex issues.
&#; Self-Service Options: Customer self-service portals will empower customers to find answers and resolve issues independently.
&#; Data-driven Customer Journey Optimization: Advanced analytics will be used to personalize customer interactions and optimize their journey through the contact center.