If you missed the second installment of our Tomorrow’s Workforce webinar series, don’t worry. We’re here with a quick recap to give you all the highlights to inform your next contact center software purchase.
We understand that the journey of finding and purchasing a new contact center software for your workforce can be intimidating. Especially when you’re unsure of where to start. Gabe Rodriguez, Sales Development Representative, Carlos Munoz, Senior Director of Business Development and Ian Storm, Director of Strategic Solutions offered invaluable insights into the software buying process, as well as provided expert tips on navigating relationships with vendors.
“That's kind of the thinking behind this. Sometimes people know what they want, but just maybe need a little help getting there, right?” - Gabe Rodriguez
Being a workforce expert doesn’t necessarily make someone a buying expert
It’s important to have a few cooks in the kitchen during the process of evaluating and buying a new workforce software solution. Workforce managers may be experts in evaluating software, but they may not have the knowledge base to assess procurement needs and the process of actually purchasing software. This is why you need to have an internal team of stakeholders to help thoroughly navigate the process.
“Unless you're in procurement, you're not so much an expert in how to buy and evaluate software. And I would even challenge that some of those folks, maybe they know the process of it, the mechanics of it. But there's a lot that's missing from how do you make a good evaluation of software?” - Carlos Munoz
Realistically define what you need in a new software
Organizations need to be able to clearly define their needs and explore solutions accordingly. This means figuring out what you truly need in a software solution, then evaluating vendor options, understanding internal purchasing workflows, and then determining implementation after a decision has been made.
“Review all the detailed use cases, make sure that it is a good fit for you, your organization, and what you're trying to do. And then create an action plan to deliver those pieces.” - Carlos Munoz
Look beyond the product roadmap
Evaluating a new software solution for your contact center isn’t just about the product. It’d also about the people delivering the product. Your chosen software vendor should have aligned values and genuine investment in your organization’s success, building trust that support a long-term partnership.
“If you go on LinkedIn, there are memes about how unreliable a product roadmap is, right? Like you get shown one thing and then another thing gets delivered. It’s this known thing that's become a joke. Yet everyone asks for it and they make their plans around it. So my perspective is that we're in a trust economy. Trust the person you're working with. How timely are they? How responsive are they? How quick is that person to respond to me? How dynamic are they in their solutions? ” - Ian Storm
Be wary of some “can do” attitudes
Contact center software isn't one-size-fits-all. Each organization will have unique business cases that require different software solutions. Vendors should be tailoring solutions to your organization’s specific challenges, ensuring you get the most out of a new software. During the vendor evaluation process, consider if a vendor has your organization’s best interest at heart. Do they have an understanding of where your business is going directionally before saying “yes, we can provide exactly what you need”?
“If you come across vendors that say yes by default without interrogating what your need and what your environment looks like. Beware. That's disingenuous. You have to have a good understanding about what your business objectives are.” - Carlos Munoz
Contact center software doesn’t have to be a one-stop shop
The way softwares integrate with one another can make or break building effective solutions for your contact center. A vendor’s offerings can include components that are suited to your needs, but may also include tools that aren’t so useful. This is when evaluating integration capabilities is exceptionally important. Do your vendor's software solutions play well with your tech stack and other tools you’re evaluating?
“That's actually one of the tricks you'll see, right? Where it's seemingly, if you go with one vendor it’s cheaper. But they have one leg of that table that's really wobbly and needs a lot of help. Whereas if you have more of an open ecosystem that plays nice with other tools. you get to pick those best in class solutions for your needs.” - Ian Storm
Looking for more guidance on how to buy contact center software? We have a detailed 6-part series outlining the ins and outs of how to purchase a new software solution, from evaluating the need for new tools to creating a detailed action plan to track your process. Let's get started with part one of the "How to buy contact enter software series" with exploring how to evaluate the need for new solutions.
