Purchasing contact centre technology

A guide to purchasing contact centre technology in Australia

A Guide to purchasing contact centre technology

If you are in the market for purchasing new contact centre technology either as an upgrade for your existing contact centre or for a new set up it can be confusing, time-consuming and complex.

Smaller organisations in particular don’t always have the specific knowledge, industry access or large scale procurement governance in place.

Therefore going to a formal governance process (e.g. Request For Proposal/RFP) can be time-consuming, costly and full of risk.

And with the customer experience now the primary point of differentiation for many companies (not product or price) getting the right contact centre technology platfom is core to underpinning your success.

The four stages of purchasing contact centre technology

1. Identify your need.

There are solutions for large or small or growing organisations.

What technologies do you/will you need (apart from an ACD do you need a knowledge base or CRM or tracking facility for example) is a great first step.

You may also need your new contact centre technology to integrate with current or future technologies.

And most importantly, does it meet the needs of your customers?

2. Articulate it

Once you know your need, you need to articulate it.

Describing your needs clearly will help you get a more accurate quote with the correct type of technology.

Help the vendor help you by describing what you need in their terms.

And ask for responses in the same format –so you can compare ‘‘apples with apples’’.

3. Governance

Set up the right process that fits your governance. Going to tender you need to make sure it’’s a level playing field for the vendors.

Therefore your process must be robust enough to include everything you need so all costs are included.

A tight governance process will also ensure the final decision is easier and fair.

4. Implementation

Once you have selected the successful bid then you need to manage the implementation.

Sure, the vendor will know all the ‘tech stuff’ but they will still need to get information from you on platform and system integration and software design.

You need to be able to articulate what these needs are to save changes later (and added cost) and make sure its customer friendly.

So the above can be daunting for those who have not been through the process.

And rightly so as there are many pitfalls that can easily blow out your budget or end in the wrong type of technology for you.

So how can you take the pain out of the process?

Particularly for those with no background in such a purchase?

A business man in pain trying to write a RFP
Purchasing contact centre technology can be a tough experience!

How to simplify purchasing contact centre technology to ensure success

There are four things organisations without the skills or experience can do to improve and simplify the process when purchasing contact centre technology:

1. Research solutions

Browse through our Business Directory to look for technology suppliers with a focus on the Australian contact centre market.

It costs nothing to reach out to suppliers and talk to them about your needs.

2. Use a formulated document

A template document typically allows you to pick the type of technology and load specific information about your organisation and desired outcomes.

Good templates will also have a suggested selection criteria and scoring system.

Rather than spend days writing a document from scratch, you can use a template and just load your specific information into it.

We have a ready-made template you can purchase directly from us please Contact Us for more details.

3. Use a consultant

Even with a template, there are pitfalls and if you have not purchased contact centre technology before.

You might not articulate your needs fully or be able to measure the responses.

Specialist consultants with experience in contact centre technology can do this for you, and guide you through the process as much as you need.

Refer to our Business Directory where you will find a list of consultants where you can search by skill and location.

Consultants can also prepare and manage an RFI (Request for Information) and RFP (Request for Proposals) for you as well.

4. Use our free CX Connect Service

Rather than reaching out to lots of different vendors and having the same conversations repeatedly, by using our free CX Connect service you only need to outline your requirements once.

We will then match your requirements to recommended suppliers who will each then provide you with a proposal directly saving you time, money, risk and stress.

Get started at CX Connect.

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Derek Finch
About Derek Finch 3 Articles

Derek Finch has worked in Contact Centre Management for over 23 years as a manager of a wide variety of organisations across Government, Not for Profit and Commerce.

Derek was the former national Chair of the ATA has been elected Life Member of the Auscontact Association and is currently a senior consultant for CX Consult.

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