In contact centers, where communications serve as the sole business driver, companies must deliver quality cost-effective service to differentiate themselves. Recording and quality monitoring are becoming prevalent to fill the knowledge gap of what is really going on.
Building a sophisticated solution can involve immense investments of time and money both in resources and manpower. Especially in the market of small and medium-sized contact centers, time expenditure can become a show stopper despite the many benefits of this technology. As a result, the inability to improve service and therefore competitiveness in a global market can ruin the center.
So how should a provider of quality monitoring solutions tackle the situation facing this huge market segment? Small and medium-sized centers must develop systems requiring low initial investment through smart architecture and decreased maintenance costs through reduced complexity.
When installing a solution the operator of a center generally needs different servers for the quality monitoring system and recording solution, plus proprietary hardware. However, to satisfy the SMB market a modern system requires a lean software-based architecture. It should encompass technological innovations such as multi-core processors and 64-bit operating systems to enhance processing speed without additional hardware.
Besides initial costs there are setup, administration and maintenance. In complex environments setup costs alone can dwarf any other component. Split responsibilities for recording and quality monitoring can double administration time, and maintenance costs for a small server farm are large, especially with today’s growing costs for energy.
Ideally setup of an SMB system should take minutes. The best solutions offer pre-defined configurations for different environments and only customer-specific parts must be adjusted manually. In addition, central administration for both recording and quality monitoring should run on the same server without reducing data-processing capabilities. This integration decreases hardware maintenance and energy costs.
In addition to reduced complexity, the best systems are designed with modular architecture. This lets organizations pick only needed features while offering scalability for future growth. By selecting specific modules companies can, in effect, create a customized solution. Similar to the consolidation provided by one server, this saves on costs by reducing the amount of hardware requiring maintenance.
In short, SMBs can find affordable yet sophisticated solutions with the features and scalability of a multi-server system. Recording and quality monitoring is available on the same server with a single database, centralized and easy to set up and administer in a unit designed to meet changing needs.
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