DSC Tech Library
This section of our technical library presents information and documentation relating to Contact Center technology and Best Practices plus software and products.
DSC is a leading provider of contact center technology and software solutions as well as predictive dialer phone systems for the modern call center. Customer contact center software includes CRM software and computer telephony integration solutions. These modern products help call center phone agents communicate effectively with your customers and prospects.
The following article presents product or service information relating to contact centers and customer service help desks.
Building a Business Case for Contact Center IT Investment
By Inova Solutions, www.inovasolutions.com
BUSINESS CASE TIP #1
Link the business case to the business value.
If you’re thinking in terms of how to get a
contact center “IT project” funded, you've
likely made your first mistake. Although this
may be your ultimate aim, the secret to
getting the project approved is to think of it
not as an IT project but rather in terms of its
business value. From there, the business case
will emerge. Indeed, without a solid, wellthought-
out business case, executive management
is unlikely to fund the project.
The most common pitfall is to immediately
get caught up in the technical details of a
project. But unless the project is couched in
terms of reducing costs or increasing revenue,
it’s not going anywhere with executive
management. What’s more, the project must
show that it has been sufficiently researched
to be creditable. How do you go about this?
How do you build a business case?
Here are the steps that we advocate for building
an effective business case:
Description - Create a succinct description of
the project, capturing the business context
and establishing clear boundaries of what is
and what is not in the project.
Justification - Describe the justification for
the project in terms of business benefits, ultimately
providing the justification in terms of
increased profits or reduced costs.
Vision - Create a description of how the project
fits into the overall vision of the business.
Affect on People and Processes - Because no
IT project can succeed without being in tune
with the people affected by it and in line with
the underlying business processes, provide a
plan for showing how your project meshes
with both people and processes.
Alternatives - A reasonable description of
viable alternatives will gain credibility with
management. Absent a discussion of alternatives,
management will be skeptical and may
send you back to the drawing board.
Cost/Benefit Analysis - The more you can
produce a classic cost-benefit analysis,
complete with discounted cash flows and a
well-defined payback period, the more you
are meeting executive management on their
own terms - return on investment (ROI).
Risk Assessment - Assessing the risks and
defining a risk mitigation strategy is a necessary
step in any IT project and executive
management will know it.
Dependencies - Enumerate what other
systems you are dependent on, including
those that are within and outside your control.
Project schedule - No project will be blessed
by management without some sort of rudimentary
schedule showing dates for major
milestones. This is also a good occasion to
describe the trade-offs between cost, schedule,
CRM Contact Center Software
Database Systems Corp. (DSC) has been providing CRM Customer Relationship Management solutions to businesses and organizations for 2 decades.
TELEMATION is a Customer Relationship Management (CRM) application employed in a wide variety of organizations including contact centers, help desks, customer service centers, service bureaus, reservation centers and corporate call centers. The package has extensive CTI features and is fully integrated with our PACER phone system. TELEMATION operates on Linux, Unix or Windows servers. Software programmers can develop call center applications quickly using the robost features found in the Telemation toolkit.