Choosing a Cloud Contact Centre: The Checklist I Walk Clients Through

Moving your contact centre to the cloud touches everyone: agents, supervisors, IT, finance and, most of all, your customers. Here’s the checklist I walk clients through before anyone sees a demo.

1. Know What You Have Today

Write down your platform, contracts and renewal dates, call flows, integrations, reporting and what your agents complain about. You’ll be surprised what shows up.

2. Define the Problems, Not the Features

Long hold times? Poor supervisor visibility? No good way to handle chat and SMS? Start there. Features are easy to compare; problems are what you’re actually buying a solution for.

3. Think Omnichannel and AI from Day One

Even if you don’t turn them on right away, make sure the platform can grow into voice, chat, SMS, email and AI virtual agents without another migration.

4. Compare Side by Side

This is where a vendor-agnostic partner earns its keep. We line up the leading providers against your requirements and work with them on your behalf, so you’re not managing five sales cycles.

5. Plan the Go-Live and the Day After

Training, number porting, a phased cutover and real support after launch. Our providers offer 24/7 support, and we stay with you for the life of the service.

Learn more on our CCaaS page, pair it with UCaaS, or book a meeting.

— Rami

Published by Quantitel. Tags: Quantitel, CCaaS.