Small businesses select call center systems

High-tech contact center systems now are widely available to small businesses, not just large companies. CIOs have many choices in speech recognition, IP contact center solutions, call recordings, analytics, customer self-help solutions and CRM. So the question comes down to figuring out what system is best.

CIO-Today asked some experts for advice. CosmoCom Executive President Stephen R. Kowarsky recommended picking a product that offers a complete, consolidated solution for all call center needs so that there is no reason to buy multiple point solutions from different vendors and integrate them together.

Tracy Tufillaro, Vice President of Marketing for Five9, said the choice must balance "customer needs, business practices and operational goals.'' She recommends vendors that offer fast, affordable and easy-to-use solutions, in bite-size chunks over time.

To get more detailed advice:
- see this CIO-Today.com article