Technology can be scary.
The complexity, the cost, the pace at which it evolves.
For businesses, there is a lot riding on it. Everything from day-to-day operations to strategic future planning depends upon the right hardware, the right software, and the right management.
In the contact centre space in particular, technology has had to respond to seismic changes in the way the world communicates. There are now myriad ways for people to interact with the enterprises and organisations from which they purchase a product or consume a service. In addition, those interactions are no longer confined to certain days or times but occur 24/7.
Today’s cloud-powered contact centre functionality can simplify everything but, for many enterprises, the fear of getting started often means they sit on their hands; thus foregoing the multiple and immediate benefits of taking the plunge.
However, as is so often the case, partnering with the right technology provider can allay those fears: ensuring a smooth and game-changing next step on the digital transformation journey.
“Companies considering contact centre technology are clear about the benefits it brings but indecisive about the actual change – that’s why, for us, the conversation should be less about the actual sale and more about the difference it can make long term,” says Ben Booth, CEO at leading UK-based CCaaS provider MaxContact, whose transparent, plain-speaking approach is helping business leaders everywhere to overcome their nervousness.
“Contact centres are becoming incredibly complex. They are now omni-channel and produce large amounts of data capable of informing a business on the efficiencies of its workflows and how to improve the communication experience.
“Companies need a partner able to educate them and be alongside them every step of the way. Of course, it is the product which enables the new functionality, but the provider/customer relationship is easily as influential when it comes to return on investment.”
Not that the market is all about enterprises for whom a contact centre is a brand new addition to their stack.
Businesses looking to switch or upgrade existing solutions, and larger enterprises for whom acquisition has increased current contact centre complexity, make up a large portion of the opportunity.
In those cases, picking the right provider is perhaps even more key.