Is Your Contact Center Toolkit Fit for Purpose?

Contact Centers are like toolkits. They contain the tools the business needs. That seems obvious in a way, and it kind of makes sense.

Toolkits, however, usually contain tools you needed once but will probably never use again, tools you use every day, tools you thought you had to have, and some things that aren’t really tools but have somehow grown organically in the gaps.

Contact Centers Are the Same

Most tradesmen’s toolkits are not brand-new, shiny designer cases where everything matches. Maybe some of the original tools broke and had to be replaced. Maybe some tools were inherited from a relative or friend. And of course tools are constantly improving, so maybe some new ones have been added over the years.

Most contact centers are the same – they’ve acquired different tools at different times, inherited or carefully chosen, with a mix-and-match approach to cover all the business needs in an efficient way.

And that makes sense too, because not all Contact Centers tools are equal. You don’t just choose a supplier and buy every tool they have. Take Cisco tools, for instance. Great networking, great telephony. Not so hot on call routing, multi-media, outbound campaign management and a few other things.

One Tool to Fit All Jobs

Typical Contact Centers have a mix of suppliers to meet its needs. The inbound and outbound solutions might be provided by different companies. A third provider might have been selected for social media software. This is all still perfectly OK.

Until you try to join all these solutions together, that is. Until you want to present different solutions to a single multi-skilled agent, or handle all contact centers channels on a single screen, or create a single interface for your core agents, home-workers, outsourcers, back-office teams and managers to access the same customer information. Then it’s as though your toolkit is full of invisible walls surrounding each supplier’s products, and you just can’t break down those walls to get maximum benefit from all your tools for any task.

Cisco Contact Centers tools don’t generally integrate with Avaya or Aspect or Genesys tools, and vice versa. Why would they, to be blunt? Each of these suppliers wants to make it easy for you to use more of their tools, and correspondingly difficult to use someone else’s. It may seem crazy to bring yet another supplier into the mix to solve this problem, but the reality is that it takes an independent product to integrate with all the main contact centers suppliers

Good News for Contact Centers

The good news is that these independent products, such as the Coral Active Desktop, are specifically designed to integrate with any toolkit and bring multiple tools together through a single interface. Independent suppliers are used to tailoring their products to multi-vendor environments, whether that means more than one telephony switch or many custom back-end data systems.

Coral is a great example. It is essentially a presentation layer, completely standards-based, completely browser-based, allowing agents to use any tool or any contact channel through a single intuitive browser interface. Coral integrates with all the major contact center suppliers, and can also work with legacy CRM and back-office systems. Because it only needs a browser, Coral functionality can be delivered to remote workers or outsourced agents on any device, anywhere, and is as easy to use as your favourite smartphone apps.

With proven deployments of many tens of thousands of agents, and all the presentation capability of today’s web interfaces, we haven’t found a contact center that was too big or too complex for Coral so far. So if you have a complex multi-vendor toolkit, and you want to open it up to a large number of agents or other workers wherever they may be, Coral Active Desktop could provide the solution you need. It will even grow organically.

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Posted by eckoh at 5:07 PM on Jan 19, 2016

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