Blog

Selecting contact center software is kind of like choosing a house to buy – you want to get it right because it’s a big investment and you know you’ll have to live with the decision for a while. Just like you don’t want to move into your new house and be unpleasantly surprised, you don’t want to implement your new software only to find it has some significant shortcomings. To land your dream home, you need to know exactly what features you want and keep looking until you find it. The same is true when searching for the best cloud contact center software for your organization.

The use of biometrics has found its way into many aspects of our daily lives and is slowly spreading to places we hardly considered before. The intent of biometrics is to identify a person in a way that is 100% accurate and cannot be stolen or compromised. Some biometrics, such as fingerprint recognition, have been in use for years. Newer biometrics, such as retinal scan and capillary mapping, were only possible once technology advances made these authentication applications feasible.

The ‘new normal’ still feels far from normal and contact centres now need to look at building a solid foundation for a work-from-home model, one which addresses technology needs and environment specifics like security and reliability. Small businesses are now looking to best practice guides to have agents up and running in a work at home environment, as well as build agility and scale.

It won’t help your small business if you’re pulling in new customers through the front door while losing the same number of existing customers out the back door. That’s not growth, it’s just replacement. To experience sustainable growth, shut that back door by taking care of your customer base with effective service.

Bobby Arbuthnot joined the NUG board in 2019 and serves as the Portfolio Solutions Chair.

If you’re tasked with achieving more results with fewer resources, optimizing your contact center can deliver far-reaching results, having a streamlined ripple effect across your organization. SMBs and enterprises alike can overhaul their ROI with 4 approaches.

Moving to cloud contact center technology is not a question of if, but when. In 2020, 66% of companies are accelerating their move to the cloud as a result of the pandemic. When your contact center is ready for this transformation, Omdia has provided an important resource to help. The recent Decision Matrix – reviewing prominent cloud contact center providers – can help build a business case for moving to the cloud. Omdia’s analysis can guide your evaluation and decision-making process to select the best cloud contact center provider for your business needs.