Contact Center Platforms, also known as Contact Center Software or Customer Engagement Platforms, are comprehensive systems designed to manage customer interactions across various communication channels. These platforms enable businesses to handle customer queries, support requests, and sales interactions efficiently, ensuring a seamless and satisfactory customer experience.

Key features and components of Contact Center Platforms include:

1. Multi-channel Communication: Contact centers support various communication channels, such as phone calls, emails, live chat, social media, SMS, and video calls, allowing customers to interact using their preferred method.
2. Automatic Call Distribution (ACD): ACD routes incoming calls to the most appropriate agent based on predefined rules, ensuring efficient call handling and reducing wait times.
3. Interactive Voice Response (IVR): IVR systems greet and interact with callers, allowing them to choose from a menu of options or input information using their keypad before being connected to an agent.
4. Computer Telephony Integration (CTI): CTI integrates the contact center platform with customer data and CRM systems, providing agents with valuable customer information during interactions.
5. Call Recording and Analytics: Contact centers often include call recording features for quality monitoring and training purposes. Advanced analytics tools provide insights into call volumes, agent performance, and customer satisfaction metrics.
6. Real-time Monitoring and Reporting: Supervisors can monitor ongoing call queues and agent activities in real-time and generate performance reports to assess the contact center’s efficiency.
7. Omnichannel Routing: This feature allows seamless integration of various channels, enabling customers to switch between communication modes without losing context.
8. Outbound Dialing: Contact centers can facilitate outbound campaigns, such as sales calls, surveys, and appointment reminders.
9. Call Scripting: Agents may have access to predefined call scripts to maintain consistency and ensure essential information is communicated.
10. Agent Performance Management: Features for agent training, coaching, and performance evaluation to enhance customer interactions.

These are just some of the most common features.  New enhancements are coming out all the time so we will discuss that as part of your evaluation.  We’ll customize your evaluation but here’s some of the items we’ll consider during your review. 

1. Feature Set: We just listed a lot of features.  The list of available features can be endless because of integration capabilities.  Xaris will help you align your business needs and make sure your system is the perfect fit.
2. Scalability: Lots of Contact Center Platforms run PBX services instead of UCaaS. If you’re still in the PBX category we’re going to look hard at scalability.  UCaaS can eliminate the complexity and cost of buying too much or too little capacity. 

3. Integration Capabilities: We need to know about some of your existing systems like CRM, Email, or project management tools.  New tools are coming out regularly that can provide integrations that enhance productivity and efficiency.
4. User Experience and Interface: A user-friendly interface and intuitive navigation can boost user adoption and minimize the learning curve for your team.  Some teams don’t want handsets anymore.  Many people prefer taking calls on the laptop or cell phone or they want to save space on the desktop.  We’ll help you navigate what’s best for your team.
5. Customer Experience Tools: Customer sentiment analysis and post-interaction surveys to gather feedback can bring valuable insight into customer satisfaction.  We’ll want to discuss how you measure customer experience today.
6. Security and Compliance: We can evaluate the data security standards on different platforms. We can discuss your industry regulations to make sure we protect customer information.
7. Reliability and Uptime: Xaris makes sure that all our providers have a track record of reliable service and high uptime. We track this as part of our continuous improvement program as well. 
8. Customization Options: We will discuss the ability to use customization to suit your specific business processes and workflows.  These options can bring great value.  Xaris can also share the situations we’ve seen where the complexity become burdensome.  Let our experience help you prevent problems.
9. Training and Support: Every customer we work for has to evaluate their need for customer support and training. We’ll want to discuss how you manage other technology before recommending a specific level of training and support for you.  We’ll help you consider your existing resources and blend this in with your need for scalability.
10. Total Cost of Ownership: Having a third party sitting next to you at the negotiation table is the best way to evaluate the total cost of ownership. It’s more than including licensing fees, implementation costs, maintenance, and ongoing support.  We’ll help you look clearly at your situation.

By carefully evaluating these factors and understanding your organization’s unique requirements, Xaris Technology will help you select the best contact center platform that empowers your agents and improves customer satisfaction. Our supplier agnostic advisor model allows us to help you buy instead of being sold.  Our services come with our continuous improvement guarantee and working with us costs you nothing.  Use the sign-up form next to this video to schedule a meeting with one of our brokers today