Technical and Financial Roadblocks to Contact Center Optimization?
Imagine this scenario:
Your company expands to new global regions. You must deploy new contact center resources to support them.
You pore over business requirements, articles on best practices, and customer surveys. You discuss with colleagues in meeting after meeting. You outline the interaction flows and the operational changes to support them.
You bring in IT and development to explain the proposed process and request the necessary infrastructure.
The developer interjects.
We can't do it, he says. We don’t have the people needed to achieve it in our execution window. Unless we bring in contract developers.
You ask for a cost estimate. It’s more than the contact center has. So, you bring in finance.
You present your research and findings. Again. You describe how the proposal will create the best customer experience with the lowest long-term operational cost.
Finance discusses the proposal with IT and development. Without you in the room. The decision comes back.
It's a no go.
You’ll have to scale back your plan, compromising the customer experience and adding greater workload for service and support teams.
This doesn’t have to be your story.
Remove the roadblocks with CxEngage.
Now imagine complete control to deploy new contact center infrastructure, resources, and processes, without deep dependencies on IT.
Let’s say you need an out-of-the-box solution that requires no development resources. Flow designer has 100+ default components with infinite configurations.
Maybe you still want the ability to deploy custom tools and features. CxEngage’s API lets you build your own components for custom integrations with ease. You can integrate the tools to achieve any goal.
And by developing components instead of the entire tool set, you’re saving time and money. You can still operate the way you want, without wasting budget reinventing the wheel. Leaving more money on the table to allocate as you please.
Now, contact center leaders find opportunities to improve processes, and they can act. The need for technical team assistance is drastically reduced or even eliminated.
The contact center can focus on outcomes, with minimal roadblocks. You can experiment, iterate, and improve without wasted resources.
No regrets, just constant improvement.
So, your goals become more ambitious. Customer satisfaction? Achieved. It’s time to delight.
Leadership sees more value in increasing customer experience investment.
And the contact center stands out more than ever as a value-driving business unit in your organization.