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3 Considerations You Need to Know Before Upgrading Your Contact Center Communication Solutions

CommPeak Blog

March 18, 2021

Your company’s call center, lately more often referred to as the contact center, is the heart of the organization. The center, aptly named, is the first communication line for customer engagement, feasibly impacting your business’s reputation, customer satisfaction, and sales results. This potentially enormous impact is the reason why companies invest roughly $2 million, per 50 agents, every year in their contact centers.

Accordingly, the decision to incorporate new functionalities into your contact center from a brand new communication vendor can be exhausting. In addition to researching the anticipated cost-effectiveness, companies must also determine whether solutions can transform to meet future requirements. Nonetheless, despite the rigorous process, you can discover the ultimate communication solution provider if you consider the right factors. 

Top 3 Call Center Critical Considerations

1. Reliability and Scalability 

Whether receiving inbound or placing outbound calls, contact centers should unquestionably have the capability to expand without compromising their communication systems’ integrity. Before committing to a specific communication provider, it’s critical to investigate their call volume capacities and relative experience managing issues in challenging environments.

The best contact center communication vendor provides solutions that allow you to add and reduce extensions as needed. Whether your business experiences high daily call volumes or not, interruptions and regular network down-time are deal-breakers. The most suitable communication vendor consistently maintains superior operational functionality. 

2. Available Solutions Per Vendor

Some cloud-based communication providers will only offer a single solution, such as DID numbers or VoIP. Their lack of other tools compels contact center executives to search for different vendors that offer other productivity maximizing solutions. In the end, their communication products are segregated and out of sync. 

More experienced cloud-based software providers will offer a wide range of full-suite smart call operation automation solutions. Instead of driving your contact center towards conflicting siloed services, reliable vendors develop a broad array of cost-effective products that seamlessly integrate.

3. Product Capabilities and Quality

Not all cloud-communication tools are equal. Explore whether a provider’s tools are customizable and how many different business logics are programmable. The more combination of rules and factors that the product can accommodate, the higher probability the solution can match your specific needs. 

Next, research the providers’ reporting abilities. Reporting systems should integrate with your business’s CRM of choice, supplying detailed information about customer journeys. Similarly, call quality should be invariably high, unperturbed by jitters or other interruptions. 

Look No Further, Thanks to CommPeak 

Reliable and Scalable-Ready

With CommPeak, your contact center operates with completely dependable, enterprise-ready services. Our superior solutions maintain their functionality even as managers add and reduce extensions. CommPeak solutions remain stable during peak calling times, ensuring that contact center agents stay focused on customers’ experiences and closing sales. 

The CommPeak team has experience working with partners during challenging times, mitigating environmental issues such as earthquakes and other natural disasters. We make sure to keep your contact center’s up-time maximized, providing you with scalable, stable solutions that can rapidly account for changing needs without sacrificing functionality. 

One-Stop-Shop for Services, Available on a Modular Basis

All of CommPeak’s innovative automation communication tools are available on a modular basis, meaning your contact center can adopt the products most relevant to its functionality. Whether it’s our unmatched VoIP services, prognostic Dialer, Cloud PBX, or any combination of the three, CommPeak allows you to pick and choose the solutions best for you. 

CommPeak is also continuously creating new products and updating our services to match the evolving market. Our innovative state-of-the-art solutions like Lead Routing and our free Softphone were explicitly designed to help your contact center maintain its competitive edge. Be on the lookout for our new SMS and LookUp tools coming soon. 

Superior Quality Across the Board

CommPeak is committed to providing superior quality for all our call operation tools, analytics, and SIP trunking route services. We supply direct connections to Tier 1 providers and shorter routing, ensuring clear call-quality. CommPeak’s smart solutions, like the Cloud PBX Stats system, allow you to easily access marketing campaign insights and monitor and tweak your contact centers’ performance.

Additionally, CommPeak offers the most customizable tools on the market that can account for an unparalleled number of operational logics. For example, the CommPeak Dialer can be programmed to automatically connect your important leads with the right agent at the right time based on highly customizable options. All of CommPeak’s tools are easy to reconfigure for your contact center’s future requirements. 

Even More to Consider

CommPeak helps to leverage contact centers, large or small, with our full-suite SaaS innovative automated communication tools, also available on a modular basis. Our reliable and scalable services increase overall sales, reduces costs, and expands your business’s international presence. 

However, in addition to modular availability, reliability, scalability, and quality, there are other fundamental factors to consider before adopting new communication solutions that drastically upgrade your contact center. Stay tuned to CommPeak’s future publications to discover all the essential components to assess before selecting your next communication solution provider.