Questions To Ask When Reviewing A Cloud Based Contact Center Solution

In a previous blog article, we stated that it might be a good time to consider moving your Contact Center to the Cloud. This post is going a step further and provide you with a few questions to ask prospective contact center cloud suppliers.

1. Unified Platform
   Does their contact center solution manage the end-to-end user experience?
   Does it consolidate your infrastructure and connectivity into one.
2. MultiChannel/Omnichannel
   What communication methods are supported and are they integrated?
   How easily can their system make changes to the call routing setup?
3. Scalability and Reliability
   Does their platform have a published uptime guarantee?
   What is the fail over and redundancy features, any options for SD-WAN?
4. Cloud Expertise
   Is their solution 100% cloud-focused?
   How long have they been in business?
5. Support
   How much experience does their support team have in implementation and best practices?  Do they come on site to train my users on the system?
6. Maturity
   How many companies have adopted their solution and who are they?
   Can they provide references?
7. Scalability
   How many agents can you support across all customers?
   How many interactions are supported at a time?

We hope these questions will help you move in the right direction as you decide if a cloud contact center is for you.

John Hagan is President of TeleData Select, a Telecommunications Consultant located in Atlanta, Ga serving customers throughout the US and overseas. His company provides voice, data, mobile and cloud business solutions for both large and small businesses. Contact the TeleData Select team at 404-257-1502 or CONTACT US  for via email for a complimentary telecom audit to make sure you’re getting the best value for communication services. The savings you receive could offset the cost of upgrading to a new cloud based contact center.