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
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
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.
BUSINESS CASE TIP #2
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
BUSINESS CASE TIP #3
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
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
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.