Among the most fundamental technologies powering any Contact Center are its voice and omni-channel routing and management technologies.
The contact management platform not only routes and queues customer interactions, but it’s also the enabling or limiting factor when it comes to deploying advanced capabilities required to enhance customer experience and lower operating costs.
However, not all contact management platforms are created equally and upgrading or transitioning to a new contact center management solution can be a complicated process, necessitating a large capital investment with operational impacts.
Changing your core contact management platform requires a comprehensive understanding of the impact to:
- other contact center technologies
- existing processes and operations
- reporting and KPI management
… and nearly all other aspects of the contact center.
Northridge can help define a migration plan that is tailored to your unique business challenges and priorities while leveraging best practices and industry-leading insights. We help businesses develop effective strategic planning processes that include the assessment of:
Current and future state capabilities required to achieve desired Customer Service goals and expectations
Network readiness and implications to telephony and other contact center technologies
Impact on operations, process flows, and agent skill sets and career paths
Cloud vs. Premise-based solutions
Financial analysis and business case development
Migrating your contact management platform can enable transformative changes to your customer experience and operations, creating significant business impact.
Leveraging Northridge as an experienced partner who specializes in technology assessments, sourcing, and migration will increase your likelihood of success, while simplifying your transitional process and accelerating your benefits realization.
Northridge’s Contact Center Management Solutions
In today’s highly competitive marketplace, customer satisfaction is the ultimate measure of your company’s success. Our Contact Center Management consulting services deliver improved operational performance and increased revenue by optimizing the customer experience, leveraging contact center interactions to build lifelong brand advocates and marketplace differentiation.