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Solutions & Services > Unified Communications > Contact Center Management

Contact Center Management

What are Contact Center Management Solutions?

Contact center solutions leverage telephony applications, messaging technology, and customer databases into an efficient, unified system. Voice, i-chat, e-mail, instant messaging, CRM tools, Web collaboration and other tools join together to provide the best possible communications experience for your customers.

Contact center solutions can instantly provide employees the ability to deliver a higher level of customer service. They can quickly find answers and connect with subject matter experts without putting customers on hold or transferring them to another department.

How Will Contact Center Management Solutions Benefit My Organization?

Effective contact center management solutions can help your organization achieve:

  • Enhanced customer experiences
  • Flexible telephony architecture
  • Improve hiring & retention for top talent
  • Intelligent call routing
  • Supervisory and training features

How Can I Help My Organization Embrace Contact Center Management Solutions?

When evaluating contact center solutions, it’s important to:

  • Incorporate IP telephony services
  • Identify which employees interact with customers and what tools are needed
  • Determine if remote and/or home-based employees should be incorporated into the contact center system
  • Examine call routing protocols and key performance indicators
  • Investigate all ways customers interact with you—voice, web, chat, e-mail, etc.—and incorporate them into your contact center plan

What Comprises a Contact Center Management Solution?

An effective contact center solution includes the following components:

Routing Engine

The routing engine is the core of the contact center. Using organizational logic, this contact center solution reviews customer profiles and distributes calls, e-mails, and chats to the most appropriate and available resource.

Client Interface

The client-level interface allows each employee to view a customer’s profile, automatically updates availability information, and provides access to multiple communication options. It puts crucial information at employees’ fingertips in a single, integrated console and facilitates seamless collaboration with subject matter experts.

Supervisory and Training Features

Enhanced contact center management features allow supervisors to view employee status and call details. Supervisors can record conversations, silently monitor calls and chats, and privately engage with employees during customer calls. Detailed real-time reporting can provide insight into call volumes, call distribution, and call status.

Voice and Data Services

Telecommunications provide access to IP-based voice and data communications. The design phase of any contact center portion of your unified communications strategy proves an ideal time to revisit your existing telecommunications coverage, plan options, and rates for greater efficiency and cost savings.

Getting Started with Contact Center Management

Your CDW Account Manager and certified specialists are ready to assist you with every phase of choosing and leveraging the right solution for your IT environment. Our approach includes:

  • An initial discovery session to understand your goals, requirements, and budget
  • An assessment review of your existing environment and definition of project requirements
  • Detailed vendor evaluations, recommendations, future design, and proof of concept
  • Procurement, configuration, and deployment of the final solution
  • Ongoing product lifecycle support

Allianz

Migration to a Cisco unified communications system helps an insurance company’s global teams collaborate and call centers solve customer issues more efficiently.

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Brinks Hofer Gilson & Lione

Unified communications is no longer a futuristic concept. Progressive firms are adopting the technology to its fullest potential.

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CareerBuilder

Staffing firm recruits CDW and Global Crossing to unify voice/data services and sharpen its competitive edge.

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Forbes - All Business

Forbes replacement of two legacy networks with a unified communications platform resulted in cost savings and an improvement in its technology tools.

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Michael Best & Friedrich

How Michael Best & Friedrich leverages IP communications to improve productivity and collaboration while reducing costs.

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Navigant Consulting

CDW helped a Chicago-area consulting firm migrate to a new messaging platform. The result was enhanced collaboration, efficiency, and productivity.

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Student Loan Processing & Collections

Need for a tailored, efficient contact center to boost operations. Solved.

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Telepresence: Beyond Four Walls

Bridging the gap between MNSU's sites while enhancing the overall learning experience.

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UW Credit Union

The UW Credit Union points to its partnership with CDW as the key to the smooth deployment of Cisco Unified Contact Center Express across its branches.

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Unified Communications Partnerships and Certifications

  • Cisco Contact Center Enterprise ATP
  • Cisco Master Gold Partner in Unified Communications
  • Cisco Master Telepresence and Video Certification
  • Lifesize Expert-level Partner
  • Microsoft Gold Partner in Communications and Messenging
  • Microsoft Lync Voice MVPs
  • Polycom Platinum-level Partner

Unified Communications Awards

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