What SMBs Should Know When Shopping for Contact-Center Software

Ann All

IT Business Edge blogger Carl Weinschenk in April wrote about the many benefits of IP applications in the contact center.

According to a recent NewsFactor Network article, the benefits may be even more compelling for SMBs than for their larger brethren, since IP telephony can help them level the technology field by lowering costs and simplifying management tasks.

The article includes some terrific suggestions from vendors on what SMBs should consider when shopping for IP contact-center solutions. For instance, some of my favorites from a list of eight questions provided by a CosmoCon executive:

  • Can the solution support employees, including home workers and outsourcers, in multiple locations?
  • Is it possible to integrate the solution with third-party applications such as CRM?
  • Will the solution work with industry-standard hardware, or will proprietary gear be required?

Several vendors suggest that SMBs seek out comprehensive software suites rather than point products, since suites should be simpler to set up and maintain. SMBs should at least consider hosted solutions vs. on-premise, they also say. (Granted, a number of them sell software-as-a-service, but many of them provide traditional on-premise software as well.)


Among the solid tips that fall under the "general advice" category: Ask for a product trial. Get customer references, and follow up on them. Make sure the software can scale to accommodate future needs.

Add Comment      Leave a comment on this blog post
Aug 12, 2009 8:50 AM PRASAD PRASAD  says:

I want screen capture software for preparation tutorials. If available please send the details regarding cost or shopping centers, warranty etc. to my email address ie., prasad_crd@rediffmail.com.


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