By: Mike Sheridan – Senior Vice President of Strategy at Aspect Software
Imagine your contact center as a jigsaw puzzle, but each of the pieces has been provided by a different puzzle maker. One created the automatic call distributor piece, another the voice portal piece, another the predictive dialer piece, and still others the Internet contact, workforce management, recording and quality management pieces. Completing the puzzle to make it look like the picture shown on the lid of the box has become a futile effort – the pieces just won’t fit the way they should.
Providing better service to your customers should be your focus, not getting your disparate contact center systems to work together. Custom integrations can be cost-prohibitive, labor-intensive and potentially very time-consuming and burdensome. Implementing upgrades or adding new capabilities in an environment like this only adds to that challenge. And, reporting and administration become a veritable nightmare when trying to pull information from multiple systems.
For most of you, this isn’t an imaginary scenario, it’s your day-to-day reality. You’re striving to deliver the exceptional experiences your customers demand and deserve, but you’re spending more time with your IT department trying to get the systems to work together. When you can’t focus on maximizing the solutions you have, agent productivity can suffer, customer experiences become dismal and the bottom line may take a direct hit as a result.
How would you feel if, rather than dealing with multiple puzzle makers or contact center vendors with niche experience and expertise, you could have a single, master craftsman who could build, run and maintain your contact center, regardless of the shape or size? What if there was a way that you could have everything fit together, literally, right out of the box?
Well, there is.
The solution to your perplexing contact center puzzle and its many different pieces and parts is a unified solution. By administering, managing, monitoring, and driving the performance of the contact center – inbound and outbound calls, emails, chat sessions, faxes, staffing, productivity and more – from a single unified platform, you can increase flexibility, reduce complexity, lower costs, inspire customer loyalty, and enhance productivity. Most importantly, a unified contact center puts control in the hands of those closest to the customer – your business managers.
The time has come to ask yourself…
o Can I address my customers’ changing business needs quickly and easily?
o Am I able to deliver an exceptional customer experience?
o Do I have a complete view into my contact center’s operations?
o Are my agents as efficient as they could be? Are they empowered with the tools they need to make the most of my customer relationships?
A unified solution can help your contact center rise above those integration challenges, control the chaos and reap a host of operational benefits.
For more information, download a copy of our white paper by clicking the button at the top of the page, or go to www.aspect.com.