In the first part of this series, we explored the importance of evaluating the need for new contact center software. Today, let’s focus on the next step, researching software. As intimidating as researching may seem, a strategic approach can make this a manageable journey. You’ll learn even more actionable research approaches during “Tomorrow’s Workforce: Navigating Challenges and Avoiding Pitfalls When Evaluating Contact Center Software,” Aspect’s next webinar on Dec 11, 2024 12:00PM EST. Be sure to register in advance and I’ll see you there.
With the number of available solutions on the market, the process of evaluating and buying contact center software can be intimidating. Don't worry, I’m here to help you thoughtfully navigate the process and make informed decisions.
Understand the software research process
Once you’ve established your contact center’s needs, it’s time to find the software that addresses your business’s pain points and aligns with goals. The research step isn’t just compiling a list of vendors; it’s about filtering out noise to choose solutions that thoroughly meet your business needs.
Now, let’s discuss some integral strategies and steps that can guide you through the research process.
Leverage reliable and trusted industry resources
Prioritize information from credible, unbiased, and industry-trusted sources throughout your research process. Professional communities and forums for contact center or workforce industry experts can be a powerful resource. Explore communities on general platforms like LinkedIn and Reddit or opt for specialized spaces like ICIMI and Call Center Helper. You’ll gain insights from professionals who have already implemented different contact center software solutions, offering real-world insights.
Utilizing industry analyst reports from reputable firms like Gartner, Forrester, and IDC offer valuable and critical evaluations of software vendors. Analyst reports often categorize vendors by platform capabilities and performance, ranking options by customer satisfaction, market presence, and innovation. Keep in mind to take these reports with a grain of salt, as they can be biased at times with influence from sponsorships or marketing.
Assess platform features and capabilities
Not all technology is created equal. The same goes for contact center software. Take the challenges and goals identified in step 1, then align your software research accordingly. Consider developing a checklist of features that you need to address your contact center’s challenges and objectives. Separate this checklist into “must-haves” and “nice-to-haves” to carefully assess your options.
Here are a handful of important workforce features to consider adding to your checklist:
- Omnichannel capabilities: Contact center software should be able to handle multiple communication channels, including chat, voice, email, and social. Look for tools that seamlessly integrate these channels, giving agents and customers a unified experience.
- AI and automation. Artificial intelligence and automation can be used to improve tasks through features like call routing, virtual agents, and sentiment analysis. Your contact center platform should be able to automate and streamline workflows with improved accuracy.
- Simple integration: Seamless integration into existing systems like your CRM, workforce management (WFM) tools, HR, and other important systems is key. This minimizes disruption for a smooth transition into improving workflows.
- Robust analytics and reporting: Comprehensive analytics tools allow contact center managers to accurately forecast staffing needs, monitor KPIs, and make informed, data-driven decisions. A software platform with customizable dashboards and real-time reporting will give contact center leaders the insights needed to succeed.
Strategically engage with vendors
At the beginning of your buying process, much of your research will be vendor-agnostic. However, it’s important to evaluate potential partners through strategic engagement. This can be done through attending vendor webinars, demos, or other interactive options. Many vendors offer these free resources as an opportunity for prospects to see software in action. Engaging with vendors also gives you the opportunity to ask questions about functionalities and features your business may value.
Additional resources like whitepapers and case studies provide insights into how tools perform in real situations. Browse case studies that align with your business size and industry to see how a particular platform may fit for your company.
Collaborate across your organization
Involving key stakeholders from the beginning of the buying process is necessary to make sure software is meeting needs across an organization. Ensure stakeholders across departments like Operations, Customer Service, and IT are able to comprehensively evaluate vendors. This level of collaboration helps each department have a voice throughout the buying process, ensuring solutions align with priorities and needs.
Avoiding common contact center software pitfalls
I’ll discuss more about pitfalls during the Tomorrow’s Workforce webinar, but it’s important to avoid falling into traps during your research phase. Try to avoid:
- Focusing solely on cost: Budget is an important factor bur choosing a tool solely because it’s cheapest can lead to hidden costs due to limited functionalities.
- Rushing the process: Quality research takes time. Skipping steps can result in choosing a software that fails to address your needs.
- Overlooking the vendor’s product vision: Evaluate the vendor’s roadmap to ensure they’re innovating and committed to continuous improvement. An innovative vendor will be a valuable partner as your contact center grows.
Conducting thorough research is a critical step in the journey to finding the right contact center software. Strategically researching options, collaborating with key stakeholders, and avoiding common pitfalls in the research process will ensure that you’re making an informed decision that’s aligned with your contact center’s unique needs.
With a well-researched list of contact center software options in hand, you’ll be prepared to confidently move forward in the buying process. Next time, we’ll explore the process of Evaluating Vendors, which will take a deep dive into comparing solutions to determine the best software for your business. Don’t forget to also register for “Tomorrow’s Workforce: Navigating Challenges and Avoiding Pitfalls When Evaluating Contact Center Software,” on December 11th at 12:00PM EST. See you soon!
