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Evaluating Contact Center Solutions is More Difficult Than Ever

The Headlines, Cloud Contact Center, Contact Center, VoIP, Unified Communications, Internet Service Provider, ISP

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At LightBound, we are experts at handling the voice side and the data side, so we can assist your IT department during the evaluation process to help you discover the right Contact Center solution for your business. In fact, we'd like to offer you a free, half-day consultation to review all aspects of your voice and data solutions, including problems you're experiencing, to help you determine the best plan of action for your business.

Would you like to see how LightBound can help you? Contact us today to get started with your free consultation. 

Whether you are considering a brand-new Contact Center solution or an upgrade, it's important to know how the IT landscape has changed. Today, the evaluation process is more difficult and important than ever. Getting voice and data to work together is a tricky task, and because communications play such a huge part in your business, getting it wrong can put a dent in your bottom line.

In this blog, we take a look at how Contact Centers were handled in the past, why we face more evaluation challenges today, and what actions your business can take to ensure communications success.

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How Contact Centers Handle Voice and Data: Past and Present

Voice and data are traditionally separate and distinct disciplines. It used to be that you had a data team and voice team of professionals, often as separate resources or departments. Some IT professionals pursued careers in data and systems, while others developed expertise in telecommunications.

What developed were people that gravitated toward one side or the other based on their background, education, and interests. There were even substantial differences in the technologies used for voice and data. As you can imagine, the two disciplines were so separate that the groups and departments that formed from them rarely collaborated or shared common goals.

When data and voice were independent enabling technologies, having two different resources made perfect sense. Nowadays, we need voice and data to work together, so many businesses make the logical decision to task one team with both: the IT department. They expect their IT department to evaluate, recommend, and implement solutions for collaboration using both voice and data technologies.

The problem is that these expectations about what IT departments can accomplish are not only unrealistic, but harmful to the success of communications solutions. Voice and data continue to present distinct challenges, and choosing a provider to get them to work together is no easy task.

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Why It's More Difficult to Evaluate Contact Center Solutions Today

While it's true that Contact Center solutions of today are easier to use than in the past, the technologies are also far more encompassing, impactful, and high-stakes. We now have chat, mobile, video conferencing, and unique security considerations that span voice and data.

Another major challenge is that Contact Center solutions aren't necessarily Unified. This is because there are more moving pieces for your IT department to consider than ever, including these and more:

  • OEMs
  • Resellers
  • Devices
  • Servers and/or hosting providers
  • The current network
  • The Internet
  • Routing
  • Capacity
  • Compatibility
  • Local DIDs
  • Long Distance
  • Ongoing support

Did you know that it typically takes between two and four vendor relationships to get all of these parts working together? This process is not likely to be Unified, let alone simple.

When evaluating Contact Center solutions, many of the features and functions in the market today are similar, but evaluating solutions today goes beyond simple features. With more providers to choose from than in the past, it's crucial to diligently evaluate networks and hosting providers. You need to know and understand who you’ll be working with during the evaluation, implementation, and support processes.

Provider importance becomes apparent when your solution isn't working and you need to reach them. Who do you call? In many cases, your help desk doesn't know whether to contact your network admin, Reseller #1, OEM #2, your server admin, the phone company, your Internet provider, UberConference, or Ghostbusters.

Ultimately, we need to search for providers that make the grade instead of just looking at the features of the Contact Center. Can you trust this provider, are they there for you, and do they provide solutions that work? After all, if communications aren't running smoothly, it's likely affecting your bottom line.

The words "We Can Help" and a box of lit lightbulbs drawn on black blackboard on with hand

Cut Your IT Department Some Slack While Boosting Your Business

With more considerations than ever when choosing a Contact Center solution, it's time to cut your IT department a little slack. What your IT department really needs is the help of someone with an even deeper understanding of how voice and data work together before, during, and after implementation.

Would you like to see how LightBound can help you? Contact us today to get started with your free consultation, or download our Cloud Contact Center Buyer's Guide to help you evaluate the differences among potential Contact Center providers.

Download Your Buyers Guide Here 

January 22, 2018 / by Dane Dittemore