Business Solutions

How to Choose the Right Contact Center Solution in 2023

Choosing the right cloud contact center solution for your organization can feel like a daunting task. With so many options on the market, it may seem impossible to make the right decision. However, with a few key considerations, you can identify the cloud contact center solution that best meets your organization’s needs.

Here are just a few of the vendors serving the cloud contact center market.  You will see Gartner Magic Quadrant Leaders for CCaaS, niche players, and more.  So where do you start?

Business Solutions

Second, consider the features of the cloud contact center solution. Does the solution offer reporting tools like customer sentiment analysis, workforce management, and AI? Does it offer a seamless customer experience, even if the customer switches between channels? Ensure the cloud contact center solution offers the features you need to meet your customer service goals.

Watch our video to see how quickly we can narrow down the list of Providers based on your requirements:  AI, sentiment analysis, WFM/WFO, and chatbots:

Third, examine the solution’s cost and the platform’s scalability. Does the cloud contact center solution fit your budget? Is it cost-effective for your business? Additionally, does the platform scale to meet your business needs as it grows? Make sure to consider the cost and scalability of the solution before making a decision.

Below is an example of a cloud contact center cost comparison we recently did for a Berkshire Hathaway Company.  Cost should not be your primary motivation in seeking a new contact center, but we fully understand you should negotiate the best deal possible.  For our engagements, we have had the most success ethically; we pit the cloud contact center vendors against each other to ensure our Clients receive the best value possible.  For us, a win is better overall value than just a price. 

Fourth, look at customer reviews of the cloud contact center solution. What do current users of the platform say about their experience? Do they find the solution to be reliable and easy to use? Do they have any complaints? Customer reviews can provide invaluable insight into the quality of the solution and help you decide which cloud contact center solution is right for your business.

Lastly, hire a trusted advisor specializing in cloud contact center deployments to help you evaluate, implement, and adopt the cloud contact center vendor solution. Your TA is unbiased, unlike the vendor sales rep you will encounter. The right Trusted Advisor can prove invaluable before, during, and after completing the project. 

To help with your contact center journey, we developed a proven process based on hundreds of real-world implementations in every vertical market:  Financial Services, Retail, Healthcare, and more. 

Considering these five factors, you can determine your business’s right cloud contact center solution. With the right solution, you can provide the customer service you need to keep your customers returning.

Click the link below to schedule your FREE 30-minute consultation. At a minimum, you will walk away with a FREE contact center comparison research chart, saving your team hours of mind-numbing research. 

Sample Research