The old adage goes, “You get what you pay for”. However, is the least expensive route always the better alternative? Improving the bottom line is the ultimate goal. Yet, simply choosing a telecom management solution based on cost isn’t always smart.
Whether you are looking for a solution to record and archive calls, instant messages, and video interactions, or simply a solution to report on call metrics and trunk capacity, the key is to consider the investment over the cost. Because selecting a new telecom technology can be pricey, many organizations make their decision based purely on cost. This is a mistake.
All costs aside, telecom management should be a priority. A proper strategy allows a company to improve a number of key performance areas within their organization. If a company truly has a need to improve agent productivity, they should look beyond a solution that merely tracks ring time or monitors an agent’s call quantity.
A goal for telecom management implementation should include a solution that is flexible beyond a single niche. For example, with ISI and Verba Technologies, users gain a solution to improve agent productivity with actual call metrics, as well as the ability to enhance training and coaching through call recording. The best part is that this solution is much more affordable than you would think.
According to AOTMP, more than 60% of organizations indicate that their top telecom management priority is to optimize service costs. However, going the least expensive route can cost a company in the end. One-dimensional solutions may accomplish some near-term goals, but they may hamper collaboration over time.
The benefits of a collaboration reporting and recording solution are both immediate and long-term. Not only can a company cut costs by rightsizing trunks based on actual usage, but they can also improve training of staff in order to reduce ineffective sales practices.
Increasing quality assurance, archiving Cisco Jabber and Microsoft Lync IMs, and managing mobile devices are among the many additional benefits of deploying a collaboration solution.
Although cost should be highly considered as a by-product of an investment strategy, it should not be the leading factor. Going the least expensive route may end up costing an organization more down the line. It is important to look at all the factors and requirements for both short term and long term. This is the only true method to evaluate investment vs. cost potential.
Have you considered a full collaboration solution to your telecom management needs?