Can you customize a cloud contact center?

Cloud Services University Forums CCaaS Can you customize a cloud contact center?

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  • #5517 votes: 0
    Anonymous
    Inactive

    What parts of a cloud contact center are customizable? Are there any that aren’t?

    #5554 votes: 1
    Brandon K
    Participant
    5s

    This is a great question because it really depends on what you mean by customizable. To most customizable would be integrations. Thankfully all of the major/enterprise level players have APIs that allow them to integrate with almost every CRM and most accounting packages out there. Real-Time analytical reporting is another area that is customizable when it comes to alerts/warnings etc. What is not as customizable in most cases (although some would want it be) is the name/labels of certain metrics both on phones and reports.

    #6590 votes: 0
    Anonymous
    Inactive
    1

    @bknight I have been pulled into a contact center opportunity. Can you recommend a few suppliers I should look into for contact center?

    #6675 votes: 0
    Brandon K
    Participant
    5s

    @rstrouse-2-2 Sorry for the delay. The email notification originally went to junk mail. Obviously we get this question a lot and in most cases there is no ‘blanket’ answer or automatic list of who to include. The reason is part of the beauty of Intelisys and our relationships. All Contact Center providers (regardless of what you’ve heard) are not created equal. And it’s incredibly easy to get caught in the woods when trying to ascertain differences. That’s why it is important to engage one of our SEs or myself early on. Their are pros/cons to each supplier. There are minimum requirements and sweet spots. So initially we want to gather as much information as possible about what the CC desired customer and agent experience is. We can than match that with the suppliers that we know will meet those needs. So, my answer is always engage your SE before you engage a supplier : )

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