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Who is Contacting Your Contact Center?
October 22, 2013 @ 12:24 PM | By Marcus Schmidt

When most people think of contact centers, they think of consumers calling into sales or customer service agents. Those same consumers might be chatting with agents on-line, or communicating through any number of different channels. These are all business-to-consumer (B2C) scenarios, and while they are spot on, many people might miss whole other audiences that can benefit from contact center solutions.

As I talk to our customers, I find many of them using contact center solutions – like our ControlMaxx product – as solutions for servicing internal customers. Teams like IT helpdesks, HR benefits teams, or even procurement teams are supporting their organizations and need ways to provide service. I’ve also discovered customers using contact centers handling requests from business partners like franchisees and vendors.

Here are three things to look for to help you locate internal contact center opportunities:

  • Teams that have many inbound requests coming to a few people
  • Need to route requests to people with special skills (e.g. healthcare benefits vs. retirement benefits)
  • Use of special applications that would benefit from a caller ID driven “screen pop” to retrieve information and display it on the agent’s screen

Building more business-to-employee (B2E) or business-to-business (B2B) contact centers shouldn’t be overlooked as ways to impact your business with better communications solutions.

Marcus SchmidtMarcus Schmidt is the director of product management at West IP Communications. In this role, he’s part of a team that charts the future direction of West IP Communications products as well as guides the go-to-market activities around our current offerings. Prior to joining West Corporation, Marcus held several roles in product management and marketing including over 12 years of experience at Microsoft Corporation. He has a B.S. degree in Electrical Engineering and a M.S. degree in Industrial Management from South Dakota State University. When he’s not thinking about the future of unified communications, he’s probably tuned into a sporting event, reading a new novel, researching a vacation destination, or playing with some new technology gadget.

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