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The Importance of Contact Center Scalability

As a contact center leader, I always strived for ‘added and improved’ processes before they ever were.  My CRM was good, but not good enough.  My ACD platform was sufficient, but didn’t provide me with the complete situational awareness I desired.  My receivables software ‘did the job,’ but didn’t completely analyze delinquency trends or ageing brackets.  With desired improvements documented and forecasted, I’ve often lobbied executive teams for the budget and resources needed to obtain desired ‘add-on’ contact center products.  As contact center leaders, we’ve all been there.  One of the most important words found within effective business management is “scalability.”  Scalability can be defined as “the ability of a system, network, or process, to handle a growing amount of work in a capable manner or its ability to be enlarged to accommodate that growth.”  

Effective contact center leaders must have the ability to not only envision and champion processes, but also to ensure that ensuing projects are scalable to existing resources, platforms, and products.  For this important reason, inContact has created the most scalable ACD platform on the market today.  Because inContact understands the complexity of today’s contact center environment, it has created an ACD platform designed for scalability to small and large contact centers alike.  With detailed contact analytics, customizable IVR options, WFO, and additional quality control offerings, inContact maximizes the ACD platform offering.  With inContact’s ACD platform as your center’s contact foundation, you have the ability to ‘scale’ additional features as your business develops and grows.  Even better, inContact’s ACD platform is cloud-based, ensuring regular software enhancements that continually place your center at the forefront of contact center technology.  If you have any questions about how inContact can improve your contact center performance, feel free to give us a call today!

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