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7 Steps to Effectively Select a Cloud-Based Call Center Software System

Contact centers are constantly trying to keep up to date with TCPA compliance. In a recent article, Mckay Bird discusses the challenges many call centers face when trying to stay complaint and how one false move can lead to expensive lawsuits and fines. Bird elaborates on the following features cloud call center solutions offer that can help contact centers maintain TCPA compliance:

1) Cell phone scrubbing

2) Manual dialing

3) Predictive dialing

4) Call recording

To read more about this topic, check out the original article: “Four Contact Center Tools Necessary for TCPA Compliance” by Mckay Bird

7 Steps to Effectively Select a Cloud-Based Call Center Software System

It should be clear by this point that there is a lot to consider when comparing cloud-based call center software options. From technology qualifications to vendor qualifications, and total cost of ownership, the evaluation is not a quick and simple process. Cloud vendors have their inherent strengths and weaknesses that every buyer needs to know – no one solution can be everything to everyone.

Many cloud-based vendors have a focus on small business and mid-sized markets while others are focused on large, complex enterprise solutions. Furthermore, there are many key features to assess and determining which ones are most important depends on your unique business needs. Some of the key features you may want to consider are: inbound ACD, predictive dialer, IVR, digital recording, omnichannel (email, chat, SMS & social), cell phone scrubbing, and workforce optimization (WFO).

Selecting the right cloud-based call center software solution for your operation requires a unique expertise that typically does not reside in-house. Your team is built to optimize call center operations, not evaluate software options. The software companies themselves are tuned to optimizing software performance, not running your day-to-day call center operations. The following are seven steps that must be taken in order to effectively select a cloud based call center software system:

  1. State the business goals you are trying to achieve
  2. Define your channel, feature, & function requirements
  3. Identify relevant vendors
  4. Evaluate the possible solutions
  5. Select the solution best aligned with your needs
  6. Migrate, train, & implement
  7. Monitor results and tweak as needed

These seven steps look simple on the surface, but they’re a lot more challenging and time consuming than some may realize. If the process of selecting the right cloud call center solution for your company overwhelms you, you may need to enlist the help of experienced industry veterans. Enter Outsource Consultants, a bridge between your company and the cloud software companies with focus on the intersection of call center needs and the technology to fulfill those needs.

We have experience with hundreds of real world implementations to draw upon and can match you with the best solutions that fit with your company culture and your exact service requirements at no charge. Our technology partners provide a better suite of hosted call center management products than many million-dollar premise-based call center solutions. With limited up-front costs, unlimited scalability, and better flexibility, our partner systems work for you to achieve all your call center goals. If you’re interested in discussing how we can help you find the best cloud call center solutions, simply fill out the form, call 888-766-4482, or email [email protected] today and we’ll help you find the call center that best fits your exact requirements.

Outsource Consultants can find the cloud call center software solution that’s right for you!

Outsource Consultants are call center experts with over 25 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading outsource call center vendors. If you’re considering call center outsourcing, simply call 888-766-4482 or request a free call center cost proposal today and we’ll help you find the solution that best fits your exact requirements.