Contact Center Technology Checklists

Contact centers take advantage of a wide array of technology to optimize their performance while meeting business objectives and customer service needs.

Our contact center technology checklists document essential functions for key applications, including:

Core ACD
Routing
IVR
Multimedia/Web Collaboration
Outbound Calling
Reporting
Call Recording
Quality Monitoring
Speech Analytics
Other Analytics
Workforce Management
Performance Optimization, Scorecards, Dashboards
eLearning
Coaching
Customer Satisfaction Surveys/Voice of the Customer
Computer Telephony Integration (CTI)
Customer Relationship Management (CRM)
Knowledge Management
Wikis
Consolidated Desktop Applications/Integrated Desktop
Mobile Apps

If you want the optimal technology investment, use these checklists to guide your discussion with vendors and/or distributors.