Companies have realized the importance of this tool to automate – and, moreover, make the most efficient – an important part of business activities. But the tool that is so complex and diverse that its implementation is in danger to lose sight of the main goal and get a result of the project no more than a nice toy. A typical scenario is that the customer brings the functional requirements are not fully realizing that he needed for the system, and performer, nothing has been refining and clarifying solution built in strict compliance with these requirements. As a result, customer is disappointed: he expected to reduce the cost of customer service, and perhaps even create an additional revenue source, but it did not work, although all his wishes, it would seem, taken into account. Technology call-center platform – a set of tools for solving business problems, and their use can affect all segments of the customer's business. So before you try to build something, you should clearly identify the business objectives, pursued by the project, and understand what changes are needed in the information environment and organizational structure to achieve them. Another example – require a bank to function reminders of the debt? If yes, response (which, given current trends in the financial sector, it is very likely) will need to decide exactly how to build such a reminder. You can use the automated system, and can be outbound telephone calls to organize a mass by call-center operators (the system will automatically dial and connect to a customer issue to the screen the operator information about it).
The first option is cheaper, the second effective, and each carries a certain risk. Some banks have resorted to a combined scheme, when the first ring machine, and then it is replaced by the operator. We should not forget that business is growing, which means that during project functional requirements for the system are subject to change – in our practice, it has happened repeatedly. Consequently, the performer must be able to actually modify on the fly decision in accordance with the new conditions, which implies a high standard of project work, well supplied and project management. It is therefore crucial to have a team project manager, business analyst and technical specialists; high and the likelihood that require assistance from outside.