Hey, contact centers, how’s the budgeting for the 2012 budget season coming along? All those questions -- new locations or increasing offshore or home-based agents? Marketing new products, developing new service offerings or entering new industries?
These are some of the issues identified in a recent LiveVox (News - Alert) blog post identified as being on the minds of contact center officials these days. Can IT analyze customer data to identify opportunities and drive revenue? How can you differentiate yourself from the pack?
Not too long ago, as LiveVox officials say, and veterans will remember these days, IT groups were locked in an expensive, 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.”
According to a 2011 Gartner (News - Alert) CIO survey cited by LiveVox officials, until recently, “the average IT department spent over two-thirds of its budget just on day-to-day operations. As they put it, “if you had $9 for lunch but had to spend $6 to get to the restaurant, you wouldn’t eat very well.”
Indeed. So how do we avoid that?
They recommend the cloud. It can eliminate “hundreds of thousands of dollars in dialer/ACD/PBX (News - Alert)/IVR capital expenses, tens of thousands of dollars spent on professional services to install this equipment” as well as “annual maintenance on this equipment.”
Is your budget looking better already?
Wait, it get better -- “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.”
Plus somebody else takes care of the maintenance and upgrades.
Last month TMC’s (News - Alert) Juliana Kenny wrote that as a well-established provider of cloud-based offerings for the contact center, LiveVox added to its suite of contact center applications with an integrated ACD/PBX.
The cloud call center suite from LiveVox “now eliminates the need for costly site-premised PBXs, while still providing all the robust features including business analytics, hosted predictive dialers, IVR, and call recording,” Kenny noted.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Juliana Kenny