So, you’ve decided that it’s time to compare call center software, but you just aren’t sure how to get started. Should you only look at the top 10 lists or should you read every review on the web to learn more about the available options? Either of these methods won’t really lead you to the best option for your environment as the former will likely send you to solutions that the reviewer is affiliated with, and the latter will make your head spin. Instead, clearly define what call center software you need for your environment, and take a narrowed list of selections for a test drive in the cloud.

Understand Your Environment Before You Compare Call Center Software

It is very common within any environment to make a selection on the next software upgrade without truly understanding the culture or environment of the company. Keep in mind that just because you work for the company doesn’t necessarily mean you have a pulse on the culture. You need to closely examine the users and understand how they perceive their current platform and what they hope to get out of the next upgrade. As you compare call center software, you need to align potential solutions with the needs of your users, but you also need to implement a change management program before you are ready to launch. Even if you get your users excited about the new software, they may still reject it when it comes time to launch if you don’t manage the process effectively.

To Compare Call Center Software – Take a Test Drive

The massive move to cloud computing has actually made your efforts to compare call center software that much easier. Why? You can put together an evaluation team that can test drive the call center technology delivered on a SaaS platform. As a result, you don’t have to download anything or deploy a “trial” version of a solution that is most likely stripped of its truly valuable attributes. When you take a test drive in the cloud to compare call center software, you gain access to all capabilities so you can measure them against the functions of your call center to assess just how well they fit into your environment.

Get Your IT Involved to Compare Call Center Software

While this should be a given, some decision makers will overlook the importance of the IT manager – or other IT professionals – in the process of selecting the right solution for your call center. These individuals really know and understand your environment where technology is concerned and they can help you more accurately compare call center software. You will also need their expertise when it comes time to take a new solution for a test drive and if you already have them involved in the process, it will be that much easier to get them on board once you have made your final selection.

You likely have the ultimate goal to compare call center software to ensure you can optimize your business. To get to this goal, make it a point to be diligent in the process, test drive some solutions and keep your IT involved. In doing so, you are much more likely to experience success.