Multi-Site Centers
A Daunting Challenge? It Doesn’t Need to Be
If your company has multiple call centers that are geographically distributed, they are likely operating as separate entities; each with their own technology, hardware infrastructure, IT resources, and a unique combination of challenges. Combining them on any level may seem like a daunting task. Yet connecting them together has obvious and significant benefits, such as considerable cost savings, reduced resources, increased call handling efficiency and extended service hours.inContact® removes the barriers that may be preventing you from combining your multiple call centers into a single operational unit. Because inContact is delivered via an on-demand model, you can remove or reduce much of your existing hardware, eliminating the need to budget for any up-front capital expense.
If you have a significant investment in core PBX technology that you are not ready to replace, inContact can simply be implemented on top of your existing infrastructure, extending its life and enhancing its functionality. inContact can help you connect your sites together even if their current underlying platforms are from different vendors.
What are the benefits?
The inContact on-demand call handling and agent optimization platform is the right solution to help you combine your multiple call center sites into a single operating unit:- Eliminate expensive hardware costs and up-front capital expenses
- Focus existing IT resources on value-added projects rather than system maintenance
- Remove the need for hardware and IT resources at every location
- Protect your organization from having a single point of failure inherent with a premise-based hosting model
- Reduce complexity and shorten the time required to connect your centers
- Implement on top of your existing PBX infrastructure if desired, even if each site has different technology
- Adopt the latest, most powerful, enterprise-grade technology at a fraction of the cost
How is the inContact solution more cost-effective?
Large hardware vendors tout the advantages of connecting multiple sites, but they propose you “flatten, consolidate, and extend” an on-premise hardware solution to one location, servicing your other centers from this central point.These vendors will recommend you invest in their newest hardware, with significant capital expense. While you can eliminate hardware and IT expenses at second, third and subsequent sites, inContact, conversely, offers the possibility of eliminating all of your existing hardware requirements, and refocuses all your IT resources.
How can I implement a multi-site solution without the risk?
If you consolidate to a single center using a CPE (or customer-premise-equipment) model as the large hardware vendors suggest, you also take the risk of having a single point of failure for your system. To minimize this risk, you would need to double your investment in hardware for redundancy and failover protection, and likely still need to backup hardware in a separate geographic location.
inContact has already made this investment for you, not once, not twice, but in three distributed locations connected with redundant, secure network backbones to significantly reduce the risk of any interruption in the services you provide your customers.
