In the first part of this series, we explored the critical capabilities of a modern contact center desktop and summarized the five main technology options — CCaaS built-in workspaces, specialized desktops, CRM applications, event-driven frameworks, and web development frameworks. In this second part, I will outline how to evaluate each option so you can decide which will work best for its intended customer.
First step: Determine how complex your contact center needs are. If they’re comparatively simple, then the built-in options of your CCaaS and CRM software should be the first to consider when assembling a unified workspace. These native tools are typically the easiest to set up, integrate, and support – making them the safest choice up to a point.
