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Factors to Consider When Choosing Telemarketing Software

August 19, 2010
By David Sims - Telemarketing Software Contributing Editor

All right, all you early adopters of VoIP, you hardy pioneers who paved the way for the rest of us, deep thanks. Well done. Thanks to you, the bumps have been smoothed out, the ruts filled in and the kinks, um, ironed out.

As industry observer Carmi Levy says, you early-adopting, sod-busting trailblazers looking for voice-only cost savings “are now being joined by a broader cross-section of enterprises looking for more.”

And although as Levy says choosing the right product isn’t as simple or straightforward as it once was (back when there were fewer options, fewer possibilities and less complicated features), “the selection process need not be onerous.”

Increasingly, Levy writes, “advanced integrated VoIP and unified communications now do more than just deliver inexpensive voice service. They drive multimedia collaboration and let companies of any size take advantage of cost-effective, sophisticated services that were formerly the exclusive domain of the largest shops.”

You can see why things used to be simpler. As VoIP and UC “continue their march toward mainstream adoption,” Levy says, leaving the first adopters in search of the Next Big Thing, the stakes for making the right choice are still pretty high.

Some points to consider, then:

Start With Business Needs. Jeremy Smolik, a telephony specialist with CDW (News - Alert), says IT must start with a clear understanding of how internal and external communications function at all levels of the company and where the glitches are.

Build Support. Leadership buy-in is also key to making the optimal decision. Smolik suggests surveying managers and leaders to identify areas where better communications could increase productivity. Consider such things as workforce mobility, regulatory requirements and your current infrastructure state.

Look Beyond Features. Although IT often focuses on feature set and usability to ensure business needs are met, these criteria are inadequate. Voice-based services and applications are particularly sensitive to quality of service concerns. It hardly matters that a particular solution is loaded with next-generation features if calls are continually dropped, voice quality is substandard, and customers can’t connect with the resources they need.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Juliana Kenny

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