Apr 1, 2016

Contact Center Architecture and Efficiency

Lying About Efficiency – A Bad Idea!

One of the most famous scenes from the sitcom I Love Lucy occurs in a candy factory. Lucy and Ethel must wrap individual chocolates sent to them on a conveyor belt. If a candy travels beyond their reach they’ll be fired. At first the chocolates flow at a slow and steady pace but within seconds, they emerge faster and faster. Desperate to keep up, Lucy and Ethel hide bonbons in their hats, drop them down their dress and shove them into their cheeks. It’s a hilarious but regrettable shortcut giving the foreman a false representation of their capabilities. Clearly pleased, the foreman says with gusto “You’re doing splendidly!” Then to Lucy and Ethel’s horror, she turns her head and shouts the following command “SPEEEEED IT UP A LITTLE!”

Blend and Send . . . Architecture is Everything

A significant increase in customer demand, surging down a company’s “conveyor belt”, is a wonderful problem for them to have. Forward-thinking organizations will seek out cost-effective ideas that benefit clients and retain internal talent. One such investment is adopting a cloud-based solution to expand a call center into a full-service customer engagement center. Benefits include significant gains in agent productivity, customer satisfaction, and profitability. Clients become recipients of the best of both worlds – the on-demand scalability of IVR coupled with the familiar feeling of live agent care.

It’s important to select a provider based on features beyond the usual drumbeat of cost savings. Key contact center architecture components, such as multi-tenancy, are a must when developing a unified workspace environment. A network’s capability to blend and send information will determine if a customer’s issue is being addressed successfully or haphazardly. Implementation of a migration plan is the last place an IT manager wants to discover their vendor has hidden its shortcomings in a hat, dress or cheeks!

Caring for customers. Empowering employees.

At IntelePeer, our passion is to equip customer engagement centers with the tools they need to broaden their capabilities and provide comprehensive information. From advanced call routing solutions to real-time metrics, we are industry leaders in streamlining call center workflows and delivering an enjoyable experience.

To see how Atmosphere® solutions provide Argo Marketing the flexibility and scalability that’s made them one of INC magazine’s fastest-growing companies three years in a row click here.

To learn more about how your organization can profit from our innovative, cloud-based solutions click here.

Nils Waack

Nils Waack

Nils is our Corporate Marketing Manager and has been with the company for three years. Nils has a BS in Marketing from Arizona State University and grew up in Rochester, NY. Go Bills! When Nils isn’t working, he is usually traveling, snowboarding, at the farmers market, or doing something outside!