You want to support many different contact centers and not lose your profit margin – or your sanity – doing it. How can you remain flexible while serving a diverse and ever-changing industry? How can you make sure you can support more clients when the opportunity arises? And how can you ensure you can adapt with your clients as they change and grow in their own business goals? In sum, how can you stay scalable? Here are four things to keep your eye on when deciding on a unified communications platform with scalability in mind:
Stay Scalable With Active Sessions, Not Empty Seats
When adding or subtracting contact center contracts using seat-based pricing, you’re restricted by your licensing and physical lines. For instance, in a seat-based model for an enterprise with 250 employees who need the ability to make 100 concurrent calls, you’d need 250 SIP trunks and licensing for 250 seats. To boost that number to 300 or to add another client, there is nowhere to go.
If, however, you’re using a session-based model you can oversubscribe. You can run SIP trunks for only the number that is required – in this case, 100 instead of 250 or 300. In addition, a universal license can be used across the entire network for ultimate scalability. You’ll always have room in your license for more customers, and by oversubscribing, you can ensure that you stay 100% in control of your profitability model. Check out the full eBook on the topic to learn more about session-based pricing and current oversubscription rates
Stay Scalable With A Cloud-Native Platform
On-site systems like traditional PBX offerings have advantages. But many contact centers are seeking more efficient, modern infrastructure to depend on. Offering a cloud-native solution may seem like a more complex investment up front, but will provide a more scalable future for you and your clients. Ramping up from one customer service representative to a thousand would mean a major hardware installation. Unless you opt for a cloud-native platform, which allows you to make serious moves without corresponding downtime. A cloud-native platform makes scaling your UCaaS and CCaaS services a breeze.
The same can be said for a workforce changing from an on-campus to remote configuration on the go. For more about how best to support an increasingly deskless call center workforce, check out our eBook here.
Stay Scalable By Offering Customized Features
You’ll need to think about how you want to support multiple contact centers. Do you want to hone in on a certain type and size, and serve only that niche? Or would you rather be able to cast a wide net with offerings that appeal to a variety of different client types? Then adapt with them over time.
Different types of contact centers will be looking for different types of features with their communications platform. For instance, some may be looking for priority-based queuing while others will want to queue based on geography. Or, maybe a certain call center is looking for a specific kind of CRM or ERP integration. It’s a tough decision to choose to focus on a certain set of features to offer contact centers, because it means sacrificing scalability by not being able to offer others when the opportunity arises. The best way to avoid this problem is to select a robust, versatile platform and customize your offering packages to different types of contact center customers. This way, you can offer whichever features work best for whichever contact center you are working with. Then scale up or down as needed with that or any other client.
The next question becomes where to find such a UCaaS platform that also natively integrates CCaaS and VCaaS functionality. We suggest checking out our SNAPsolution platform. It’s the perfect solution for supporting call centers in a flexible and scalable way. Learn all about it here.