November 9, 2021

The latest ScanSource Break I.T. Down podcast tackles the topic of Contact Center and how it relates to the way we serve customers today. Hosts Ian, Gabby, and Kyle discuss the not-so-great connotation we commonly develop with the phrase “Contact Center,” but it’s important to also highlight how vastly different a Contact Center is than the dreaded Call Center that might be lighting your phone up with spam calls.

The truth is, Contact Center includes a huge variety of routes of communication – including applications like Cisco Webex and other communication tools, email, social media, and yes, old school phone calls. Those text messages you get regarding a delivery you’re waiting on? Contact Center. The social media post you see from a favorite brand about a new promotion or product? Contact Center. Contact Center may have begun as a simple, old-fashioned call center. But today’s Contact Center is a much more holistic, software-driven lineup of solutions.

Of course, Contact Center software comes with its frustrations – as host Kyle dubbed it, “Hello? Hello?” syndrome might just be that dread that washes over you when you receive a phone call that begins with “Hello?” and only connects you to an agent once you’ve answered. And it works both ways: We all follow lists of prompts when reaching out to businesses or contacts. What has evolved even more is that voice recognition in Contact Center software can now recognize voices and even emotional levels while routing your calls.

“The difference between saying ‘I’d like to speak to a human’ and screaming into the phone ‘Give me a human being!’ can now make a difference in how the software routes your call,” Kyle said. “Voice recognition can determine that you’re emotionally charged and need a specific agent to help talk you down.” Better living through technology, right?

For products like Cisco Webex, businesses can look at Contact Center capabilities as a true service they’re getting from the solutions they choose. This can result in incredible ROI and overall improved business operations. And that’s good, because getting a Contact Center can cost you.

“For every dollar you spend on telecommunications, you should spend $3 on Contact Center,” Kyle said. “So it’s expensive to get Contact Center right, and it’s often easier and cheaper to outsource – which is where Contact Centers get a bad rap.” And it’s vital for companies to begin embracing quality tools for building their Contact Center, as the routes of communication continue to evolve and expand.

With companies like Cisco integrating Webex into their Contact Center solution, brands will continue to have access to more seamless, single-pane-of-glass interfaces to manage how they do Contact Center.

“You can now engage with businesses through web chat, text messages, and even video,” Kyle said. “A solution that integrates all these facets is a great fit for many businesses.”