The experts over at LiveVox (News - Alert) have a few considerations to bring up for those who are in the early stages of budget analysis for their contact centers. In a recent blog post, the company encourages contact centers to seriously ask themselves questions concerning location bases, product differentiation, and what a roadmap for individual contact centers will look like over the coming year (or two).
When thinking ahead about your contact center’s direction, especially given budget constraints, LiveVox suggests that a lot of organizations do not realize how much money they actually spend investing its IT budget to replace a dialer or ACD only to then spend time and more money “replicating existing integration schemes.”
LiveVox asks, “Does IT burn precious time and capital by installing an IP-PBX (News - Alert) at every location before migrating to VoIP/MPLS? Not too long ago, contact centers were forced into these choices. IT groups were forced to repeat the endless cycle of replacing end-of-life hardware with newer, more expensive hardware because it was the only option to keep the contact center churning.”
But with new cloud-based options, contact centers no longer have to relegate themselves to the hardware dungeons. Cloud-based hosted predictive dialers and services for the contact center change “the budget paradigm” according to LiveVox, in a myriad of ways.
By eliminating tons of money in “dialer/ACD/PBS/IVR capital expenses, professional services to install that equipment, and annual maintenance for the equipment, contact centers can save enormous amounts of funds that can be put to better use elsewhere in their business functions.
“The right cloud platform (with dialer, ACD, and PBX integrated onto a VoIP/MPLS backbone) can also deliver you savings on an operations expense v/s operations expense basis, which prior to VoIP/MPLS simply wasn’t possible,” notes LiveVox.
So, now it’s just a matter of finding the right solution… right? Luckily, others are asking about integration too.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Jamie Epstein