Contact Center Service Providers

 

In the days before computers, “the phone company” provided almost all call center technology — including the telephone system, phones, and call transmission. With the exception of the call center’s building and people, everything was provided through a one-stop shop. The phone company was the ultimate service provider.

Service providers have come a long way since then. Just defining the term is becoming exceedingly complex.  While the historical trend of companies owning their call center facilities and systems has not changed, there are more options than ever before. Almost everything required to operate a modern contact center can be obtained on an expense basis from a third party service provider.

When the term “contact center service provider” is mentioned, most people think of outsourcers. Outsourcing represents just one of a broad assortment of services available from third-party vendors.

This perspective provides a:

· definition of contact center service providers

· description of their common characteristics

· discussion on how their business models work

· offers guidelines on how best to work with them

Contact Center Service Providers

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This article originally appeared in Business Communications Review, December 2002 issue pp.44-47.   Revised October 2006 to reflect advancements in IP Telephony services.

Text Box: Almost everything required to operate a modern contact center can be obtained on an expense basis from a third party service provider.

Customer service applications can also be hosted by a third party, eliminating the capital expense of data systems, network infrastructure and application ownership.

From simple automated attendant to full IVR with speech recognition, you can get full voice processing capability from the carriers.

Post Call Answer Redirect

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