|8 Technical Considerations When Upgrading Your Call Center |
From The Digium Blog
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Moving to a VoIP-based call center phone system can bring substantial savings for organizations. Beyond saving money, it is also important to have a general idea about technical requirements of this decision from a variety of perspectives.
If you are in the process of upgrading your call center phone system, read these 8 technical considerations to help your transition go as smoothly as possible.
1. Network Requirements
Understanding your existing network as well as your future needs will play an important part in your call center phone system project. There are a few essential questions you need to ask to help determine if your network is ready or if there are any improvements you should make.
2. Deployment Options
One of the absolute most important decisions you can make when upgrading your call center phone system is how you want to deploy it – in the cloud, on a dedicated appliance, or in a virtual environment. Many factors can play a role in determining the right deployment option for you, and it’s imperative to understand the technical pros and cons of each.
3. System Integrations
IT team members know how hard it is to keep up with the many business systems their organization requires. Adding a VoIP-based call center phone system to your existing technology stack shouldn’t make your life more difficult. Being able to integrate your phone system with other business applications should be a top priority. Look for a call center phone system with Microsoft Active Directory or LDAP integrations to minimize the stress of keeping up with passwords and to make your system more secure. Also, ensure the phone system can integrate with CRM systems, like Salesforce, or customer service software, like Zendesk, to help your dedicated call teams do their jobs more efficiently.
4. Vendor Lock-In
Assessing vendor lock-in is two-fold. When researching your call center phone system platform, make sure that your vendor does not force you to purchase every component of the system from them. Oftentimes, vendors who do not make their products compatible with those from other manufacturers will upcharge certain products, making the system ultimately more expensive. Or, if the product is discontinued or the vendor goes out of business, you will have a difficult time finding replacement parts.
5. Setup and Maintenance
Setting up and maintaining a call center phone system can be a time-consuming process. The longer it takes to migrate to a new system or to make changes as needed, the greater the impact it could have on your business. To minimize downtime, it is imperative to select a phone system that is easy to install and configure.
6. Logs & Reports
Selecting a call center phone system with reporting capabilities gives you access to historical information, allowing you to make data-driven decisions about your telephony needs. Monitoring usage trends and call volume allows you to make necessary adjustments and ensures you are giving your callers the experience they want and need.
7. System Backups
Many organizations enforce backup policies, and having a call center phone system with the ability to schedule automated backups is imperative. Consider a solution like Switchvox that lets you set up an automated backup schedule with file transfer to the FTP server of your choice and that also allows you to create an immediate backup as needed.
8. 24×7 Technical Support
Choosing a call center phone system vendor with an excellent support plan is essential. Many contact centers have call teams operating 24×7. If something goes wrong in the middle of the night, waiting until the next morning to resolve the issue could have serious repercussions on your business, so it is imperative to select a vendor who offers around-the-clock support.
Upgrading your call center phone system to VoIP can have many positive benefits for your organization, but it is important to understand all of the technical requirements. From your existing network to configuration needs to support, each piece of the technical puzzle should be evaluated to ensure your transition is a smooth one.
Reach out to your Account Manager at The Fulcrum Group for assistance.