This theory assumes that agents handle all types of interactions in the contact center. Today’s technical savvy clients are forcing centers to meet the customer on their turf.  Consumers are engaging more and more utilizing alternative forms of communication, or interactions.  The next interaction delivered to an agent could be an e-mail message, a voice call, Web session (chat) or text (to include social media) based on the skills required to handle the contact and the agent's skills.

Traditional ACD vendors have, in the past, been the leading providers of offerings in this space. ACD vendors have developed such technologies in-house, acquired the technology through mergers or acquisitions or have developed relationships with other contact channel providers to ensure easier integration. The core assumption of this type of approach is that the model of the contact center can be replicated across all supported contact channels by building around the ACD. For example, e-mails are routed using the same technology as voice calls, and the most common fax integration is to use fax servers to convert faxes to e-mail.

This type solution is not bad and proves well-suited for contact centers where intimate agent/customer interaction is a primary goal, such as in sales-oriented contact centers. A typical requirement for this type of solution is a high degree of agent flexibility and a willingness on the part of agents to move seamlessly from channel-to-channel. However, there are some practical challenges that make this kind of solution suboptimal. Longer training periods are required for these multichannel agents, and these training costs can become cost-prohibitive given the high agent turnover faced by many companies. Another undesirable impact of this approach is the longer implementation time and higher costs due to complicated routing, data integration requirements (to support things like multichannel screen-pop) and inevitable customizations to the back-end systems being integrated.

Call center software is what most vendors offer.

But, with a unified IP business communications offering, your business gets complete solutions.

A complete contact center platform for multichannel interactions, offered with a choice of deployment models – as a cloud-based service, on-premise, or a managed or hosted service where we do it all!   

• IP telephony that extends scalable, application-rich IP PBX and messaging functionality throughout the enterprise.
• Business process automation to automate multi-step people-centric processes, and document management solutions to handle even the most extensive information volumes.

VITEC’s industry solutions are complete and tailored with expertise in accounts receivable management, financial institutions, government agencies, the insurance industry, and outsourcers.

Please feel free to contact us for additional information.