BPO : Putting the Pieces Together

Imagine your contact center as a jigsaw puzzle, but different puzzle makers

have provided different pieces. One created the automatic call distributor

piece, another the voice portal piece, another the predictive dialer piece, and

still others the Internet contact, workforce management, recording and quality

management pieces. Completing the puzzle to make it look like the picture shown

on the lid of the box has become a futile effort-the pieces just won't fit the

way they should.

Wished there was a single, master craftsman who could build, run and maintain

your contact center, regardless of the shape or size? What if there was a way

that you could have everything fit together, literally, out of the box? Well,

there is a way out.

The solution to your perplexing contact center puzzle and its many different

pieces and parts is a unified solution. By administering, managing, monitoring,

and driving the performance of the contact center-inbound and outbound calls,

emails, chat sessions, faxes, staffing, productivity and more-from a single

unified platform, you can increase flexibility, reduce complexity, lower costs,

inspire customer loyalty, and enhance productivity. Most importantly, a unified

contact center puts control in the hands of those closest to the customer-your

business managers.

The Tyranny of Integration



Many contact centers make the expensive mistake of not differentiating

between unified and integrated. In an effort to address the pressing customer

service, collections, or sales and telemarketing needs of a growing business,

companies turn to point solutions. As a result, most established contact centers

today are integrated contact centers, where point solutions from various vendors

have been cobbled together to give the appearance of a “single” solution.

Get Unified



Remember the jigsaw puzzle we talked about?

You can now control the chaos by leveraging on a unified solution. It is an

affordable, attainable, flexible, and reliable way to break the tyranny of

integration. At the end of the day, increasing flexibility, reducing complexity,

lowering costs, enhancing customer satisfaction and improving productivity are

responsibilities that fall across the entire organization, not just the contact

center, and all add up to positively impact the bottom line.

Rajeev Soni



The author is senior director, Sales Operation, South Asia & Middle East, Aspect
Software



vadmail@cybermedia.co.in