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A look at the top 3 implementation challenges for contact center technology.

If asked to do a project at work, do you instinctively want it to be easy or right?  Do you want it to be quick or optimal?

Is it even possible to have both?

I dare say our minds are often thinking quickest and easiest, but the words we put down on paper are usually phrases the likes of “using best practices” or “optimal settings” or “accelerated return-on-investment.”  So why do organizations struggle with deployments of software in their contact center?  Why do projects never seem easy?

The reason?  Because getting it right is worth the payback for you and the customer experience.

The team at Group Elite team has walked in your shoes, they’ve implemented contact center technology for years, and they’ve seen implementation strategies shift to a balanced of managed services versus internal self-sufficiency.  But can I be self-sufficient in a managed services model?  You can.

In fact, Wikipedia defines Managed Services as:

“the practice of outsourcing the responsibility for maintaining, and anticipating need for, a range of processes and functions in order to improve operations and cut expenses.”

Today contact centers demand some processes and functions to be managed AND some to be in-house.  There are 3 core reasons why you should find your balance.  To help us through the 3 reasons, the orange line represents a traditional service model and the blue line represents the Group Elite Managed Services model.

Managing Operational Expense

Traditional services expenses on any technology project will rise and fall with implementations and upgrades, even in the cloud.  A managed services model creates a smooth expense line that reduces operational expenses and helps you avoid milestone-based services fees.  If your budget is accustomed to the peaks and valleys of projects, then a traditional model may be best for your organization.


Reducing Internal Burden

I hear from clients over and over, “technology doesn’t just run itself.”  So, the second reason in building a case for managed services is the burden on your talent.  When your business and IT resources become distracted with the details and escalations of a project, they can lose focus on other projects.  This creates disruption in most organizations and increased strain on meeting your business goals.


Increasing Time to Value

The final reason why contact centers should consider managed services is time-to-value.  Managed services teams like Group Elite can implement faster, deploy technology across other business units faster, and help add new functionality faster.

Do you struggle with these 3?

Click here to start a Managed Services Assessment with one of our Group Elite consultants.  Our team is ready to help.

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William Hawley

William Hawley

William Hawley is the Chief Operating Officer for Group Elite. He has held various leadership roles with companies like NICE Systems, ClickFox and First USA. Bill is passionate about customer experience solutions and yes, has a few horses to take care of in the hills of Pennsylvania