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Solutions & Services > Unified Communications > Contact Center

Contact Center

What are Contact Center Solutions?

Contact center solutions leverage telephony applications, messaging technology, and customer databases into an efficient, unified system. Voice, i-chat, email, 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 Solutions Benefit My Organization?

Effective contact center 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 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, email, etc.—and incorporate them into your contact center plan

What Comprises a Contact Center 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, emails, 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 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 Solutions

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

Making the Call

The Organization: CDW
The Location: Vernon Hills, IL
The Project: CDW embarks on an ambitious unified communications overhaul. Get the story »

When Collaboration Comes Calling

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The Location: Lake Forest, IL
The Project: Maximize unified communications technology to better serve customers and stimulate business. Get the story »

Big Data, Big Teamwork

The Organization: MarkLogic
The Location: San Carlos, CA
The Project: Create a robust high-definition video conferencing system. Get the story »

Unified Communications Partnerships and Certifications

Cisco Contact Center Enterprise ATP
Cisco Master Gold Partner in Unified Communications
Cisco Master Telepresence and Video Certification
IBM Premier Partner Certified for Sametime Unified Telephony
IBM Social Software and Unified Communications Authorized Partner
Lifesize Expert-level Partner
Microsoft Gold Partner in Communications and Messenging
Microsoft Lync Voice MVPs
Polycom Platinum-level Partner

Unified Communications Awards

CDW Recognized as Cisco TelePresence Video Master Authorized Technology Provider Partner — 2012
Cisco and Microsoft’s Channel Partners of the Year

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Contact Center

What are Contact Center Solutions?

How Will Contact Center Solutions Benefit My Organization?

How Can I Help My Organization Embrace Contact Center Solutions?

What Comprises a Contact Center Solution?

Routing Engine

Client Interface

Supervisory and Training Features

Voice and Data Services

Getting Started with Contact Center Solutions

Making the Call

When Collaboration Comes Calling

Big Data, Big Teamwork

Unified Communications Partnerships and Certifications

Unified Communications Awards

Contact a Specialist

CDW Blog: Experts Who Get IT

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