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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

Technology for Everyone

The Organization: Shawnee Mission School District
The Location: Shawnee Mission, KS
The Project: A Kansas school district modernizes teaching and learning and paves the way to a one-to-one program with a comprehensive upgrade of its wireless and telephony systems. Get the story »

Conference Room Refresh Makes Space Work Harder

The Organization: Ogilvy & Mather
The Location: Chicago, IL
The Project: Advertising firm makes conference space work harder to enhance collaboration. Get the story »

Upgrading VoIP Phone System

The Organization: Washington Redskins
The Location: Ashburn, VA
The Project: To upgrade its communications infrastructure, the Redskins go state-of-the-art with a new UC and wireless systems rollout. Get the story »

A Better Way to Connect

The Organization: Mattersight
The Location: Chicago, IL
The Project: Cost savings are important, but Microsoft Lync also lets employees work collaboratively. Get the story »

A Communication Transformation

The Organization: BFG Supply
The Location: Burton, OH
The Project: Communications technology helps a horticultural supplier boost sales and efficiency. Get the story »

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

The Organization: W.W. Grainger Inc.
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