June 3rd, 2010 
Kshiti Garg Customer facing entities such as Contact Centers are under tremendous pressure to cut costs in the wake of intense competition, and rising customer expectations. One sure shot way of retaining customers, and simultaneously acquiring new ones, is to implement intelligent processes with the help of the most agile, adaptable technology. For instance, Contact Centers must invest in automating 80% of the tasks manually executed, speeding up resolutions, closing more sales, and enhancing customer experiences. The right technology can boost productivity and enable structured growth.
As technology evolved over time, the hardware-centric perspective was replaced by software-centric approach. Rigid, inflexible, “boxed” technologies were replaced by software applications that not only performed more functions, but could also accommodate changes in the system over time, as adopting organizations grew in terms of size and complexity. Software also brought in new concepts and innovative business models like SOA, Software as a service (SaaS), and Voice over IP (VoIP) that changed the way communications took place. As a result more companies are looking at flexible technology platforms that not only bring in increased value in terms of usability, deployment, scalability and reliability, but also demonstrate quick ROI.
Some of the main drivers for adopting best-in-class technologies are
· Innovative business models and packaging for each vertical, process or workflow
· Simple scaling up for growing enterprises
· Ability to pick features “a-la-carte” (Choosing only what one needs)
· Lower support cost, and the need to maintain huge in-house IT infrastructure/workforce
· High uptime and lower human error (or dependencies) for mission critical processes
· Automatic updates for software; No “shelf-life” factor
Best-in-class technology platform provide fast application/service creation approach that are typical of open-standards, IP-based systems. They also empower creation of holistic solution packages that can be designed for various kinds of Contact Centres that have different needs. For instance, a Customer Support unit for a banking process will have quite different needs of a Telecom-based Customer Support unit. A unified, but flexible based frameworks or solution can bridge this gap adeptly.
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