Build, Buy or Extend: Determine Your Cloud Contact Center Needs

The shift to cloud changed the landscape of call center software. Now, applications are less restrictive and more customizable to specific needs. You have options. And to figure out which option is best, you need to characterize your business. Figure out where you are, where you need to go and how quickly you need to get there. Once you know these answers, you’ll have a better idea where to start with a cloud contact center.

What Buyers Want

Buyers need to move fast. They’re good with an out-of-the-box application, as long as it does what they need it to do. Their new solution needs quick setup and a breadth of functionality that will support their call center right away. Plus, they want to easily add new features later.

Businesses that buy tend to want something intuitive and simple to configure. They can’t rely on IT team or a vendor to make changes or updates. So, they need a system they’re comfortable in. To determine if you’re a buyer, ask yourself the following questions:

  • Do I need the new solution set up quickly or do I have time to wait on a customized option?
  • Can my business needs be met with common features?
  • Do my end users want control of the system? Will they be comfortable configuring it without IT?
  • Is IT too busy to manage the new system? Do I need an option my team own?

What Builders Need

Businesses that choose to build their call center software are unique. They have tricky needs that basic call center software can’t meet. Whether that’s tighter control for security or a specialized user interface for differentiation, “buy” doesn’t work.

Builders leverage open APIs to create a customized call center solution. Development resources — internal staff, partners or a third party — provide the technical knowledge to drive the project home. If you’re thinking about building a solution, ask yourself the following questions:

  • Do I have the technical resources and headcount needed to build a custom solution?
  • Can our needs and goals be met with common features?
  • What additional capabilities do we need?
  • Which elements of a common system don’t work for us?

What Extenders Do

The extenders are the new breed borne from the cloud. They leverage the flexibility that cloud contact center software offers. They can maintain historical tools that work well while adding new functions, as needed. Extending bridges the gap between build and buy. It lets you buy an out-of-the-box application and customize it with marketplace apps for additional features.

If you think you’re an extender, ask yourself the following questions:

  • Do I have applications and systems in place that work well for me?
  • Do I want to add features or functionality?
  • Are those features available from third-party sources?
  • Can I easily integrate those features with my existing tools?

Go Far, Fast

Open APIs are the beauty of cloud contact center software. If the platform has rich, well-documented and easy-to-use APIs, the possibilities are endless. Learn more about API-based contact center cloud solutions and the options they offer in our on-demand webinar, “The power of possibilities: Buy, extend and build on a true cloud platform.”

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