What to Look For In a Contact Center Software Provider

Implementing any kind of new technology is a big decision, and one which will greatly impact your business.

To make this transition an easy one, let’s take a look at some of the first questions you should be asking yourself to get a better understanding of which providers you should be looking for.

What are my goals? And what features to do I need to achieve them?

What is the goal of your contact center? Improve sales? Improve customer experience?

A firm understanding of your needs will allow you to focus on the key features you need to make your investment a success. Some of the features you may consider include:

  • IVR
  • ACD
  • Smart Dialers
  • CRM integration
  • Omnichannel capabilities

As you’re researching, prioritize the features you need the most and if a provider doesn’t offer them – or has no plans to develop it – move on.

How easy will the transition be for my agents?

Since your agents will use your chosen contact center software right away, the learning curve shouldn’t be too steep. When were you last trained to use Facebook, Gmail, or LinkedIn? Your contact center software shouldn’t be too different.

A great idea is to bring in a hands-on team member to get their direct feedback on the software.

To maximize efficiency, think about finding a software that can give your agents one interface, one system to work from that easily integrates with other tools you already use.

How long will it take to deploy?

Time is valuable to your business.

That's why the contact center software provider you choose needs to be able to deploy your system when and how you need it.

This is where you will see a significant advantage with cloud software compared to an on-premise solution. Implementing a cloud solution will be smoother, quicker (think a matter of days or week instead of months), require fewer IT resources, and it will most likely be more cost effective since you won't have to purchase on-site equipment.

What type of training does the provider offer?

A good contact center software provider won’t leave you unprepared. Your success is their success.

Make sure the provider you choose offers services such as:

  • Online Training
  • Instructor-led Training Courses
  • Training Webinars
  • Custom Training

Do they offer certification?

Studies have shown that businesses with a certified administrator on staff improves adoption and requires fewer support cases.

What do the provider's current customers say?

Research other businesses that use the same provider to determine that provider's reputation and how they adapt in high-pressure situations. Don’t be afraid to request customer references.

As a business owner, you know the value of good customer service.

If they can’t provide it to their current customers, it’s a good indication of what your experience is going to be.

Here’s something else to consider.

You know that your business is more than the products you sell, it’s about the people who work for you.

Any good contact center software provider needs to be staffed from top to bottom with quality people who have your best interest in mind and will create a long-lasting positive partnership.

That’s what Five9 does.

For more information about building a contact center specifically for your needs and budget, contact us today 1-800-553-8159