There are several business processes like advertising, e-commerce, human resources, and payment processing, and so on. To cater these processes, most businesses avail of the cloud telephony services. This cloud telephony system is the new trend in technology in which most business organizations utilize instead of using the traditional telephone system. Call centers and economical teleworking are included in the list of cloud telephony services.
Cloud Telephony provides automated phone applications to any mobile phones and telephones whether you are somewhere out there at different ranges of time. This is appropriate for businesses that like to have ground-breaking phone solutions, lessen the costs, duties, and risks of ownership of old-style premise-based phone systems. Cloud Telephony is fast, stress-free, and inexpensive for any size business. For this article, let us focus on one type of business where it primarily uses the cloud telephony service. It is the office of call centers.
A call center is established for the purpose of accepting or transporting large volume of requests by telephone. For those inbound call center, they deal with customers who look for the product support and information inquiry services. Usually, the outbound call centers are operated for the telemarketing and market research use.
When you are contemplating of establishing a call center business particularly receiving outbound calls, you should consider the benefits and disadvantages of using a single vendor or multi-vendor approach in IT outsourcing.
Benefits Of A Single Vendor Approach
When you use the single vendor approach in the cloud telephony, you can easily control its set up and manage the processes. In advancing to sturdy state processes, the transition time is less because it has lesser complication, authority, message in transition compared with the multiple vendors. The operational guidelines and transition for the customer is easy to establish because you only need to deal with one vendor. In single vendors, the agreement for the classification and measurement of the performance is easily obtained.
Advantages of Working with Multiple Vendors
There are several advantages when you also contemplate for getting a multi-vendor telephony system. One is that the best performances of one vendor can be imitated and executed by the other vendors as well. Within the vendors, they can have inter-vendor competitions which results to offering the right price for the client. In multi-vendor system, there is a huge available technical resources, which can be useful when a customer is searching for resources with special skills. When one vendor stops, you will not lose your business because your other vendors are still operating. Moreover, it increases its domain and technical expertise as well as offer geographical flexibility to the customer.
Disadvantages of Single or Multi-Vendor Methods
In multi-vendor setting, one vendor is likely to blame other vendors in times of trouble so that they can continue with their competitive spirit. Most of the time, this incidence leads to challenges in customer relationships because the customer will have to spend more time on such issues. On the other hand, customers will not have to undergo with these challenges on single vendor. In general, all of these depend on the internet connection. When the internet fails or slows down, all the process involved in cloud telephony system between the single and multi-vendor strategies are greatly affected.
Author: Michelle Patterson has been working with telecom companies for over 20 years, and is excited with the new IP/VoIP/Cloud Telephony and other systems flooding the market. She has been invited by many companies to see their products and love sharing the knowledge and experience with the world.
