Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Contact Center Technology Checklists

Contact centers take advantage of a wide array of technology to optimize their performance while meeting business objectives and customer service needs.

Our contact center technology checklists document essential functions for key applications, including:

  • Core ACD
  • Routing
  • IVR
  • Multimedia/Web Collaboration
  • Outbound Calling
  • Reporting
  • Call Recording
  • Quality Monitoring
  • Speech Analytics
  • Other Analytics
  • Workforce Management
  • Performance Optimization, Scorecards, Dashboards
  • eLearning
  • Coaching
  • Customer Satisfaction Surveys/Voice of the Customer
  • Computer Telephony Integration (CTI)
  • Customer Relationship Management (CRM)
  • Knowledge Management
  • Wikis
  • Consolidated Desktop Applications/Integrated Desktop
  • Mobile Apps

If you want the optimal technology investment, use these checklists to guide your discussion with vendors and/or distributors.