Every Contact Centre Is Different: How To Select The Right Technology

September 10, 2021

It’s easy to understand the many benefits of moving your contact centre to the cloud.

But business and organisation leaders are often hesitant to make the change for a variety of reasons — such as sunk costs in a legacy system, or long-time strategic vendor partnerships.

Perhaps the most common reason is the unwillingness to change a business-critical environment that’s the first touchpoint for customers which is working “kind of” OK, even if it’s not the ideal solution.

The truth is that now more than ever, a modern cloud contact centre is the key asset organisations must have if they want to effectively respond to, connect with and service their customers, no matter what’s happening in the world.

When it comes to selecting a Contact Centre as a Service (CCaaS) provider there are two key considerations to take into account:-

Platform Architecture:

Many providers use a multi-tenant platform, and this is far from ideal. They’re typically tightly locked down and rarely customisable for unique business needs.

Cytrack is different — your cloud contact centre is placed in a separate docker container on the Microsoft Azure platform, so it’s uniquely yours, securely located in the cloud.

Features & Fit for Purpose:

Most providers will sell you an off-the-shelf product with two or three possible fixed variations, within which you must fit your business processes.

At first glance, the fact that Cytrack has 17 modules available can seem overwhelming, but this means you can have the right features for your business needs — and it’s simple to add or remove modules as future requirements dictate.

Everything fits together perfectly, and we have a robust API that enables many out-of-the-box integrations with CRMs and other business applications. It’s quick and low-cost to customise our solution for the exact way you operate your business model.

Of course, there are many other smaller considerations you will want to consider when making your selection. That’s why we prepared our latest white paper: “Transition To Cloud Contact Centre”.

You can download your copy here

If you’d like to further investigate how Cytrack can seamlessly help you transition to the cloud, we’ll be delighted to show you.

Get in touch with our friendly team using your preferred contact method below…