The ABCs of Selling Contact Center Solutions (Part 1: A to I)

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According to an Orbis Research report, the global Contact Center market was valued at $27.7 billion (USD) in 2018, and is expected to reach $36.8 billion by the end of 2024 — which presents a tremendous opportunity to MSPs capable of capitalizing. But where do you get started with CCaaS?

We’ve covered the basics already. Now, in this three-part blog series, we’ll dig deeper into some core concepts of selling Contact Center solutions, so you can begin taking advantage of this lucrative opportunity.

A – Agent performance: An effective Contact Center solution needs to serve the needs of its users — in this case agents, representatives, consultants, and team members. No matter what market your customers serve, the fundamental requirement of a contact center solution is to empower users with the functionalities and data they need to resolve customer issues and create satisfying customer service experiences. Ideally, a solution should allow agents to access systems like CRM databases and facilitate communication through a variety of media channels, like chat, text, and voice through a single interface. Not only does this foster more satisfying customer interaction,
but it also translates to greater job satisfaction for agents, reducing churn and resulting in greater staff longevity. 

B – Bundled Services: “Stickiness,” or the ability to keep your business customers invested in your solution, is a key goal for any MSP in the marketplace. One sure way to achieve this is by bundling value-add services with your core communications offering. By adding Contact Center capabilities, you increase the relevance and value of your comprehensive solution. This positions your company as an indispensable resource for customers, building loyalty and decreasing the chances that the customer would change providers. 

C - Certification: Your technology provider should deliver ample resources to help you succeed in the marketplace. That includes the option to sell Contact Center solutions independently. A certification program does exactly this, offering partners a comprehensive curriculum that incorporates advanced technical and sales training. As a certified partner, an MSP delivers the solution in ways that best suit their business model, with the ability to build-in their own branded services.

D – Delivering Extra Value: The ability to create value is key in retaining customers. Rich functionality like sophisticated IVR systems, analytics and reporting, and workforce management capabilities elevate your solution beyond simple customer engagement, and positions you as the trusted IT advisor who brings significant new capability to the table.


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E – Experience: Contact center solutions need to facilitate productive and satisfying experiences for anyone who reaches out to the business. As an MSP, you can provide the competitive edge that business customers need to truly differentiate themselves. A sophisticated contact center allows businesses to create the highest level of service to customers, by expediting customer interaction, providing more information to agents, and delivering a comfortable and collegial environment for both end-user and agent. 

F – Feedback: A technology provider should encourage input from the field to constantly evaluate what does—and does not—work. This requires a significant amount of support and dialogue between provider and partners, which should initiate at the point of onboarding. The only way to guarantee long-term success is by committing to improve what already exists. This only happens when there is steady communication with the provider, and your feedback is not just accepted, but is truly welcomed. 

G – Geo redundancy: Reliability is crucial when it comes to a communications platform. One of the best ways to ensure communications continuity is to leverage geo-redundant data centers strategically located in multiple locations around the country. So if a storm, power outage, or other issue occurs at one site, the “active-active” configuration instantly kicks all communication traffic over to other network locations, maintaining network uptime, and synchronizing all applications and user data to assure continuity.

H – Hosted Contact Center: typically referred to as CCaaS, or Contact Center-as-a-Service. The ability to host your customers’ Contact Center solutions via a cloud-based configuration allows for more flexible deployments and reduced cost of ownership by minimizing the reliance on expensive, labor-intensive, premise-based equipment and software.

I - Intelligent call routing: One of the most versatile and widely utilized functions in a Contact Center, intelligent call routing allows companies to prioritize calls and route them to agents with particular skill sets. So if a caller speaks a specific language, or seeks assistance in a particular area of expertise, intelligent call routing automatically matches the caller with the appropriate agent, saving time and mitigating frustration.

We’re not done with our roster of Contact Center ABCs. Check back at the CoreDial blog for the rest of your alphabetical primer on how to succeed in selling contact center solutions.


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