Industry Best Practices: Communications Recording and Quality Management System Evaluation
7 Mar, 2011
By: Jason TanIn the landscape of today’s information technology arena, customers are looking for superior “value-for-money” solutions to achieve better investment protection and quicker ROI. Information is readily available over the Internet with search engine giants such as Google, educating customers who already know what they want.
Flexiblity and Development
To continue to provide up-to-date solutions to customers, solutions providers must be flexible to provide customized products adapted to their environment. They should include open interfaces to integrate with leading workforce management and speech analytics solutions in a cost-effective manner. This gives customers “The Right to Choose” what they want and what best fits their organization.
Customers today are looking for easily integrated, certified solutions to ensure that their operations can continue smoothly without sacrificing major operational procedures affecting their security or efficiency. Continual development with market leaders such as Avaya, Alcatel-Lucent, Genesys, and many more, ensures their solutions are thoroughly tested and certified to work in a tightly integrated manner.
Customer Centric Solutions
Being better educated by the Internet, customers today are looking to get more for their dollar through better features provided seamlessly, both now and in the future. User interfaces are highly debated. Solution providers offer a range of options to cater to different needs but must always bear in mind the end-user experience. Customers should be able to easily upgrade from one solution to the next without the hassle of user retraining, thus saving costs and valuable time.
For instance, one of my prestigious customers, a leading Internet services provider acquired our VoIP recording solution for four of their sites around the world. Their biggest challenge was to obtain a certified voice recording solution compatible with their PBX and running on a secured and reliable Linux platform.
We provided them with demo licenses to evaluate the system, its Linux-based operation, ease of implementation and the ability to get the system up and running without any additional support. Vigorous security tests and call scenarios were tested to ensure the solution provided all required information. Proprietary file formats and secured search-and-replay protocols are often overlooked these days, as more software developers try to put together their own solutions.
Conclusion
The key best practice to win customers involves the experience they undergo while evaluating the solution. Solution selling should not be the same as standard box selling, like going to a supermarket and comparing two brands of soft drinks. The winner of such evaluations is often based on the best price, and the value for the different areas of practice, essential for the organization to achieve, is entirely lost.
