When choosing a CCaaS (Contact Centre as a Service) software vendor, there are several key things you should look out for to ensure that you are selecting the right vendor for your business.
Here we’ve put together some of the most important considerations when choosing:
1. Features & functionality
A good starting point would be to consider the features & functionality that you need your new CCaaS software vendor to offer that align with your business needs.
Some of the most popular features are omni-channel support, automated routing, business process automation, reporting & analytics as well as self-service options. Whilst these features do tick a lot of boxes for most businesses, most vendors offer hundreds of different features.
Ensure that the vendor’s capabilities align with your business requirement. Most vendors offer a tiered pricing model so it’s useful to know up front which features are non-negotiable.
How likely is your business to grow over the next 6-12 months?
Do you have busier periods where you need to have extra headcount only for it to reduce back down in the months that follow.
These are important questions to consider & mean that you need to choose a CCaaS software vendor can accommodate your business growth & changing needs.
Consider the scalability of the vendor’s solution as well as the ability to easily add or remove agents as your business needs change. Look out for vendors who offer some flexibility around billing if you find your headcount fluctuates massively during busier periods.
Depending on your business model, you may already be using other 3rd party software that’s become an integral part of your business.
If this is the case, determine whether the CCaaS software vendors offer this functionality as part of their platform or if not, can they integrate with it.
Do you need inbuilt CRM? Or inbuilt ticketing? Or are you happily using another software that you would like to integrate with?
There is no one size fits all which is why it’s important to establish your requirements up front so you can work out from there which vendor will tick most boxes.
Integration can really streamline processes & enhance the overall customer experience.
4. Reliability & Uptime
Downtime comes at a massive cost to any businesses, which is why it’s important to look for a CCaaS software vendor that provides a reliable & stable platform, with high uptime and minimal downtime.
Whilst no vendor can guarantee 100% uptime but there are things you can look out for such as
a proven track record of providing a reliable service. Even better, look for a vendor that publishes detailed notes for their downtime so you can see what caused it, how quickly it was resolved & if anything has been put in place in the future to prevent this.
5. Security & compliance
When it comes to security, you need to be able to rest easy at night knowing that all the customer data you handle is always secure.
The vendor you choose should have the appropriate certifications that show they comply with industry standards, such as the Payment Card Industry Data. Security Standard (PCI DSS), the Health Insurance Portability and Accountability Act (HIPAA) as well the General Data Protection Regulation (GDPR).
In addition to this, you need to think about data & network security, as well as how data is backed up & their disaster recovery process.
Security breaches have never been so severe so look for a CCaaS software vendor that has robust security measures in place to protect your customer data.
6. Support & training
Contact centres can be complex & the migration to a new CCaaS solution can be challenging. A good vendor will provide training to ensure your team can make the transition smoothly, reducing the risk of downtime, data loss & errors. Proper training can also ensure that your agents are up-to-speed with the new system, increasing their efficiency & productivity.
Ensure that the CCaaS software vendor provides comprehensive training and support to help your team get up and running with the platform quickly and effectively. Consider the vendor’s customer support channels, response times as well as their availability, are they available during your business hours?
Make sure your CCaaS vendor provides ongoing training so you can keep your staff up to date with all new features & functionality.
CCaaS pricing can be very complicated due to the range of features, integrations & configurations available depending on your business needs. Tiered pricing models based on the features & functionality are typically how most vendors charge which is also usually by the number of licenses required.
Look for a CCaaS software vendor that offers transparent pricing, with no hidden costs or unexpected fees. If the vendor has a tiered pricing model, consider what features you will need in the future as your business scales further to ensure the product is not just affordable now but also affordable in the future.
Lastly, another thing that can really vary between CCaaS vendors is the minimum contract term, some offer 12-month terms whilst 3 years seems to be the industry standard. It’s recommended to compare pricing & features across multiple vendors to ensure that you’re getting the best value for your money.
The contact centre world is fast paced & constantly evolving, with new technologies emerging regularly which is why it’s important to choose a vendor that prioritises innovation so your business can adapt to changing customer needs & preferences.
When you choose a CCaaS vendor that invests in constantly innovating their technology you will differentiate yourself from your competitors by always staying ahead of the curve.
Evolving CCaaS technology will allow you to future proof your business, reduce costs, increase efficiency & provide better customer experience.
When it comes to choosing a new CCaaS vendor, there are a lot of things you need to consider, from your ‘none-negotiables’ to your ‘nice to haves’, your future plans to all the legal requirements for security & compliance.
Make sure you select a vendor that meets your business requirements, delivers a reliable & secure service, whilst providing ongoing support & training to help you maximize the value of your investment.
To book a demo to see how QContact can support your contact centre, click here: https://www.qcontact.com/book-a-demo/