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Dawn Wood Business Executive Atio

Ayın Konuğu : Dawn Wood Choosing A Contact Centre Solution Can Be Tricky Choosing the correct contact centre solution is a tough enough exercise, however choosing the best supplier can be more difficult. In South Africa’s unique multi-distributor environment, making the wrong decision may have long term consequences. Most contact centres are mission critical as they are central to the provision of efficient customer service. It is through contact centres that businesses can succeed or fail in attracting new customers or retaining existing ones, potentially impacting on the revenue generated.

Customers need to consider many elements prior to choosing a contact centre solution. Firstly, customers need to understand their business requirements before engaging primary contact centre solution providers. It is important to deal with companies who have a more personal approach, who can demonstrate the appropriate expertise and have a strong service track record. This will ensure that technology is aligned with the business needs. 

Specialists solutions providers  appreciate the importance of understanding the customer’s business requirements. This is achieved by investing time on the customers’ site to gain an understanding of their business environment and needs. Whilst the process is demanding and often time consuming, it provides guarantee that the solution will grow with the organisation protecting the investment made.

According to Dawn Wood, Business Executive at Atio, it is crucial to consider the solution provider’s specific experience with contact centre solutions, as well as view their overall success rate and quality of services. Says Wood: “checking only the company’s broad industry experience may be misleading.” If the company is not specifically focused on contact centre solutions, the quality of product development and support may be compromised. It is important to know the experience and expertise of not only the technical staff but the support staff of your solution provider. Customers need the assurance of knowing that they will be dealing with adequately skilled and highly efficient staff.

Checking the contact centre solution provider’s reference sites is also key to a companies’ purchasing decision. It is not enough for companies to see or hear about the benefits of the solution or the wonderful service provided by the solutions provider. Customers should perform relevant reference checks as final confirmation prior to proceeding with negotiations. According to Gartner, it is important for services to be “customisable enough to create an unique experience that is good enough for clients to buy and renew”. It is equally important that the service level agreement is aligned to your customer expectations and requirements.

While a good relationship between the customer and the solutions provider is important, customers must choose a solutions provider who will continue to grow with their organisation both today and in the future.

About Atio :
ATIO is a black empowered company providing ICT solutions and services. ATIO’s two business divisions – ATIO-Interactive Communications Solutions (ICS) and ATIO-Telecom Services – target clearly defined niches within the ICT market. ICS provides integrated contact-centre, CRM and messaging solutions and services. Telecom Services provides end-to-end network performance and revenue assurance testing solutions and services to mobile and fixed-line operators. ATIO’s solutions are used in SA, the rest of Africa as well as the European Union (EU) and the UK.