Optimising contact centre procurement.
8 March 2022
It’s suggested that, on average, businesses only replace their contact centre once every seven years.
But for many involved in the decision, or the implementation, even that might feel too often. It’s often been a painful and protracted process, resulting in disagreement and disruption, without immediate discernible benefit.
But when it comes to technology, seven years is effectively a whole generation. Capabilities have evolved and the vendor landscape has transformed. At the same time, customer habits and contact preferences shift, as new channels are adopted.
That’s true of every seven-year cycle, but this most recent one has seen even faster change, driven by the maturing of the cloud contact centre model and of course the pandemic.
Organisations that haven’t yet moved their customer contact operations to the cloud now recognise they must. Many others, who have opted for some form of combined approach such as piloting a cloud solution alongside their on-premise platform, are now ready to make the leap.
This ebook draws on the experiences of Connect’s contact centre leaders, plus independent experts in the field, to set out some practical approaches to enable a less painful and more effective procurement process. It focuses on how you can select the right contact centre technologies for your needs and find the right partner, or partners, to make it happen.
Optimising contact centre procurement ebook
Practical approaches, based on our experts’ first hand experience.
About‘Connect.
Connect combines global contact centre and customer experience (CX) expertise, deep domain knowledge, and unparalleled industry skills to make the complex, simple. Since 1990, we have leveraged our vendor-independent managed services approach to digitally transform how organisations communicate, both internally and externally. We specialise in combining the most relevant technologies and services from leading vendors and platform providers to create opti-channel engagement solutions, orchestrating frictionless experiences and simplifying complex communication challenges.
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