Gartner Research

Getting Multichannel Contact Center Infrastructure Technology Right Means Focusing on the Customer

Published: 04 February 2013

ID: G00246708

Analyst(s): Ken Agress


Customer service is changing rapidly: The pressure to expand to new channels, to maintain or improve quality, and to manage costs is driving enterprises to look at new contact center infrastructure. But getting this right will require a broad focus on customer service across the enterprise.

Table Of Contents

Summary of Findings

Guidance Context

  • Problem Statement
  • Guidance Applicability

The Gartner Approach

The Guidance Framework

  • Prework
    • Understand the Mandate for Change
    • Inventory Customer Service Systems (and Stakeholders)
    • Review the Existing IT Architecture With a "Customer Service Eye"
  • Step 1: Nail Down the Customer and Business Goals
  • Step 2: Get IT on the Same Page
  • Step 3: Reach Out Beyond the Contact Center
  • Step 4: Catalog Workflows and Transactions
  • Step 5: Map Channels to Workflows to Describe Interactions
  • Step 6: Evaluate Interactions Based on Goals
  • Step 7: Determine Candidate Solutions
  • Step 8: Plan Pilots
  • Step 9: Execute Pilots and Review the Results
  • Step 10: Update Architecture and Define Deployment Plans
  • Step 11: Implement and Monitor
  • Follow-Up: Perform Continuous Review

Risks and Pitfalls

Recommended Reading

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