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DSC Tech Library

Contact Center Software

telecommunications software solution 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

Page 3

By Inova Solutions,

Deliverables - Produce a list of the major deliverables, which will not only clarify in your own mind the scope and ultimate outcomes of the project but also make the project seem more tangible to executive management.

Prototype - A prototype or “pilot” will help demonstrate the feasibility of the project as well as provide confirmation of the underlying architecture and approach.

Metrics for Success - Providing the metrics by which the project can be judged to be successful (or not) will provide the kind of accountability that management will ultimately seek; this step can also help in the derivation of the cost/benefit analysis.

Although this list may seem daunting at first, we have found that a solid business case can be built with focused and dedicated effort of between four and 16 weeks, depending on the complexity of the project. In some cases where significant up-front work has already been done, a thorough business case can be built in as little as two weeks.

While the main goal of building a business case is gaining project approval, it also has the benefit of setting the tone for the project and getting everyone thinking along the same lines and moving in the same direction.


You are only as good as your team.

When forming the team that will build the business case, it’s important to get people from across the contact center operation involved for your plan to succeed. The reason is that if the contact center IT system being considered involves cross-functional processes, it will take a cross-functional team to understand the implications the system will have on those processes.

Indeed, a common pitfall when building a business case for contact center IT investment is making the team too “IT-staff heavy.” This leads to conclusions that, even though they may be accurate, are not understood by the other business stakeholders.

Additionally, be sure to get business executives deeply involved in helping you with the business case. You must ultimately have their involvement and commitment for the plan to succeed. Involving executives early is also a good way to assess their predisposition to the project, especially in relation to other projects being considered.


Identify project drivers.

One of the most difficult tasks when building a business case is determining the project boundaries. We have found that the best way to define the appropriate boundaries is by defining product drivers. What do we mean by this?

Project drivers are simple statements about the business reasons for the project. Start by asking, “What are the overall business goals?” From there, ask similar questions about the business unit, working your way down to the departmental level. The answers will lead to business metrics. For example, “Increase revenue by X% in this business unit,” or “Reduce call handling times by Y%.”

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CRM Contact Center Software

telecommunications software solution 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.