For many of you in Operations or IT, you have the unique challenge of managing disparate contact centers or business locations that you likely inherited through acquisitions or the locations already existed when you joined the firm. Looking at each location with its different PBX or key system, channel bank or other premise equipment with differing reports available either for peak utilization, call center KPIs, or other management reports can be overwhelming to manage. Some of you still likely get reports sent to you weekly and trying to run your business off of differing equipment with differing capabilities and limitations is tough. Some of our hosted competitors would have you believe that you should tear out whatever disparate systems exist in the infrastructure today and replace it with more modern Voice over IP (VoIP) equipment. Great suggestion I guess if you have the Cap Ex budget floating around for such a rip and replace strategy, but in these economic times, I'm guessing your CEO and CFO would love to put that cash to other uses.
inContact has its roots as an IXC, a long distance carrier, with over 800 years of combined telecom experience in the Operations department alone! How does that help with this problem? Simply put, we can connect the intelligence of the inContact product to virtually any equipment in your contact centers or enterprise locations no matter the age of the gear, the protocol, signaling type, whether its TDM, VoIP, Analog, Digital - you name it. We've connected to 25 year old Rockwell systems and more modern IP PBXs running Unified Communications. We have channel bank customers with analog lines hard wired to each cubicle. We sell customers VoIP phones, traffic shaping routers and VoIP licenses that allow for a total phone replacement. However, VoIP is not our only or even preferred method of connecting customers to the inContact platform. There is no single best answer for connectivity.
The right solution depends on your budget, your existing infrastructure, your goals, challenges, and limitations. To see our competitors tell you that VoIP is the best answer usually means it’s the only answer they offer, but we leverage our 800 years of combined telecom experience to connect to your centers in a way that makes sense for you. I do not mean to sound too Salesy (I'm a technical guy) or too preachy (I'm sure the competition has some good ideas), but I want to highlight some of the strengths that I work with every day that makes inContact uniquely easy to do business with in the areas of connecting your infrastructure to ours, not to mention the fact that we are our own Toll Free Responsible Organization (Resp Org) and can port your toll free numbers to us, port your local lines to us and completely manage both the origination leg of the call and the intelligent routing to an agent. inContact adds the unified reporting needs that allows you and the contact center staff to see how things are performing regardless of the premise equipment or location on the center on the map (even internationally). I’d love to answer any specific questions about your connection challenges. Feel free to comment back and we’ll discuss it.