Considerations for Implementing a Global Contact Center

Internet access and/or a phone number are enough for any contact center agent to be connected to a “global virtual contact center.

With voice still the most important channel of customer engagement, and given that traditional phone networks don’t work well across long distances, any company considering setting up a global virtual contact center should pay attention to the global capacities of its customer engagement solution provider.

It’s no secret that multinational organizations continually strive to implement consistent technologies within the countries they operate in. For example, they often run similar back-office IT environments across geographies to enable smooth interactions between their head office and regional sites.

Likewise in front-office IT, Salesforce has ushered in a true era of globalization due to its implicit faith in the cloud. Helped by the expansion of data networks that enable connections from any location around the world, Salesforce operates a datacenter establishment strategy that overcomes data residency issues.

Customer relationship management (CRM) products such as Salesforce are just one side of front-office IT, with customer interactions management across channels such as phone, email, live chat, social media and video being its complementary partner. And in this other area, too, cloud is making globalization possible! Internet access and/or a PSTN (public switched telephone network) number are enough for any contact center agent to be connected to a “global virtual contact center”—that is, a virtual contact center spread across geographies, unified by a single customer engagement solution.

However, with voice still the most important channel in this field, and given that traditional PSTN networks don’t work well over long distances, any company considering setting up a global virtual contact center should pay attention to the global capacities of its customer engagement solution provider.

For example, a provider should be able to draw on following assets:

  • A widespread network of telecom Points of Presence that offers optimal distances to both end users and contact center agents, and thus guarantees a standard call quality, especially when calling from the far-flung corners of the planet.

  • Reliable partnerships with international telecom carriers to cover the globe in terms of number procurement and call transportation.

  • A strong background and technical skills in telecoms, which are required to overcome potential latency issues, in any geography.

  • Proven expertise in telecom regulations to ensure compliance with local constraints and requirements for number allocations, number portability, and recording limitations, etc.

  • Worldwide consistency in offerings despite language or time zone challenges.

  • References with truly global clients

By addressing these points effectively, your provider’s global customer engagement solutions can simplify the administration of your virtual contact center—while also respecting local specificities—from two main perspectives:

  • Centralized management – smooth rollout, simple configuration and rapid change in any contact center location, with synergies between geographies enabling “follow the sun” patterns or resource-sharing models.

  • Enhanced visibility – a unified view of agent activity across geographies provides consistent data for real-time supervision, historical reporting and quality of service monitoring, with detailed and consolidated statistics in just a few clicks.

In a nutshell, a customer engagement solution provider that delivers truly global solutions gives you all the benefits of a traditional, single country virtual contact center, but at a global level! Customer engagement beyond borders may sound complex, but it’s within reach and can deliver a range of opportunities across sectors.

To learn more about how Capgemini’s cloud-based contact center solution can deliver an end-to-end globalized view of your contact centers, contact: bruno.sivardiere@capgemini.com

Click here to learn more about how Capgemini’s Odigo enables you to focus more on your individual end customer.

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