Cloud Contact Center
Light Networks’ team has worked with some of the largest contact centers in the United States for Fortune 500 customers and large government agencies using our proven methodology. Our team spends time with contact center managers and agents in their environment to truly understand their day-to-day challenges. We review real time reports, dashboards, and evaluate the current use of applications such as chat, email, and CRM to help make recommendations relative to the customers’ environment.
In the past, organizations large and small were confined to premise based call center technology. On account of a clear Return on Investment, Interactive Voice Response (IVR) software was one of the first contact center based software applications to make their move to the cloud.
Over the last five years, there has been a significant consolidation of large contact center software providers. These providers were each in various stages of debating how, or even whether to move their software and services to the cloud. Some of these top software providers also faced another challenge. Many of the applications were never designed to support a Software-as-a-Service (SaaS) model and are in fact really a hosted private cloud based implementation of the software.
Our team helps educate our customers on the key, and sometimes subtle, differences between providers. Our engineering and strategic sourcing team then engages a short list of providers to begin the benchmarking process. Light Networks believes it is important that customers not only experience a demonstration, but also actually spend time in a contact center of similar size to get a feel for how the solution works in real life. Once a vendor is selected our (add in our content for redlining etc)