What Technology Choices Would You Make for a New Call Center?

[Moderator]

Getting it started!

We start the first discussion in the Technology Forum.

If you were building a brand new call center, what core technologies would you select?

CallCenterOps

[sealink]

I would utilize a network based call center technology where all the contact methods are delivered over an ip-based network. The only things the agents would need are a pc with a connection to the ip network and a headset.

[LauriPop]

First, I think it would be important to understand the focus / strategy and size of the call center. Is it inbound calls? Outbound? A blended environment? Will our core compentency be sales, customer service, or technical support? Do we have have an on-line presence?

[mdbabb]

Many factors would contribute to the technology decision making process. As noted above, what type of call center? (Inbound, outbound, blended). What industry? For an inbound center, what customer base (or caller base) and forecasted caller utilization?

The base technology for any call center is an ACD system. But how the ACD is sized, what peripherals would be needed (Call recording, WFM, CTI, IVR) would be dependent upon the business structure of the base supported by the call center. This business structure would determine size (and thus need for CTI/IVR/WFM) and business need would determine need for call recording and nature of call recording. (For example, a banking or health care organization may require total call recording for liability issues whereas a center supporting sales may only need QA reporting.)

These needs would also determine the requirements for any geographical redundancy and further deetermine the need for virtual routing (on a after network delivery or before) as well as the need for multi-media.

Also - it could be that the center is multi-media only (e.g, an internet only organization may only utilize chat or email instead of phone calls) and an ACD would not be required.

[PogoTex]

The business case for a center must be defined prior to the first hardware plan. VoIP certainly would be high on the list regardless of the business case. Any CRM should integrate all contact sources and provide tracking of all contacts regardless of origin. In my context, an integrated desktop for the agent has been one of the best tools for efficiency, reducing agent frustration and significantly impacting handle time.

[aspdialer]

Take a close look at services such as Jadesp.com, Five9.com or just do a search for hosted predictive dialer. For a start up call center, you just can't beat the cost advantage.

[BrentW]

VoIP is a must have! Lowers your overhead dramatically!