How to pick contact center software that scales

contact center software

Let’s set the stage: the organization you work for is experiencing huge growth quickly. However, it seems the technology running your contact center, the heart of your customer care and contact center software, is disjointed. Systems aren’t in sync with one another and reporting is a nightmare. The hard truth: the platforms and technologies you’re using, including the contact center software, weren’t set up to accommodate growth.

At this stage, it’s obvious that a change is needed. However, getting decision-makers on board to restructure systems while maintaining high productivity seems impossible. Moreover, keeping up with the technical debt that will accumulate until everyone in the organization is on the same tech stack seems exhausting.

Have you experienced this before? Even if you haven’t, realizing the possible nightmare of a situation like this this could be is easy. Ah, selecting a contact center software that scales is important even if you don’t have immediate plans for growth.

To scale better, you need your tools to run better

As organizations grow, technology systems and integrations break, teams and individuals develop their own processes, and data becomes siloed. Even if you’re not currently experiencing rapid growth, fluctuations are inevitable, making it risky to invest in technology that only caters to your present business needs. Therefore, the contact center software you choose must have the ability to scale with your organization. It should allow you to easily add agents and profiles, adapt to call volume variations, integrate new applications seamlessly with existing systems, and configure or modify features as required. Ideally, all these adjustments should be made without disrupting customer service operations, ensuring disaster recovery, minimizing downtime, and meeting stringent security expectations.

Let’s take a closer look at functionality that make contact center software scalable.

Add agents & profiles easily

A profile is a collection of apps and services and their configurations for agents/ end users. Choosing software that allows you to quickly add agents is ideal, especially if you are experiencing growth. An additional perk would be giving administrators the ability to create profiles, which can easily be associated with users to speed up the process.

DaVinci provides agents the ability to create multiple profiles if there is a scenario an agent would need to access different environments, for example, if your contact center is migrating to a cloud communication channel/ UCCaaS, you could have a production agent environment and a test cloud environment during migration testing and process. The agent can then select between the profiles assigned to them depending on the tasks they are assigned.

Adjust with call/interaction volume

Unpredictable spikes, as well as seasonal increases of calls or other interactions (text, email, chat, etc.) volume happen. Monitoring these fluctuations in interaction volume allows your contact center supervisors to make real-time changes as needed.

Selecting software that can handle, redirect or initiate routing based on call volume are important to consider when selecting contact center software today, and in the future.

Add or change applications without losing integration

As your business grows, you may decide to add additional channels to interact with customers like chat, email, text/ SMS and more. You may even decide to migrate from the current communication channel or CRM to different applications.

Picking contact center software that can handle adding or changing these channels or applications without losing a single embedded UI is the best-case scenario to avoid disruptions to the way your agents are used to working.

Configure or change features

Finding out how much configuration and customization control you have over the contact center software you choose is a crucial question that many decision-makers fail to inquire about before making a purchasing decision. While some configuration control is expected, it’s important to consider what options are available if you need to extend or customize an out-of-the-box feature quickly. Unfortunately, most organizations find themselves waiting on their vendor’s roadmap in such cases. Asking questions about taking control of development, especially if low-code/no-code models are available, is a great idea when shopping for contact center software.

Most modern scalable contact center software gives them a sustainable path to deliver superior experiences that are relevant to their journey that legacy systems cannot compete with. This give your agents the tools to be completely connected, empathetic and knowledgeable for every customer interaction. Continuous delivery of new features help your contact center stay with the times as your grow and adapt to new technology.

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