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Eliminating the pain of implementing new contact centre solutions

By Sean Fielding

Published 3 February 2022

Whether you’re looking to update your software-as-a-service (SaaS) contact centre solution, change your system, or work with a new software provider, working out what’s right for your business – no matter the size – can be a daunting task.

Here, we explain four key considerations to keep in mind before you get started.

Address your short term and long term aims

Thinking ahead and considering your business’ longer-term aims and ambitions can help future-proof your decision when exploring options. Is the purpose of your current contact set-up likely to differ in the future? In the coming years, do you want to offer omnichannel comms? Do you know what KPIs you want to hit in the long run?

Whether your goal is increasing first resolution rates, reducing average handling time or improving customer satisfaction, make sure you’ve thought about each of your aims in detail, and that you’re selecting the right partner that can meet these needs, both now and in the future.

Choose a technology solution that makes immediate impact

Opting for a cloud-hosting solution that doesn’t require hardware and seamlessly facilitates remote-working can be a gamechanger for your business. To limit disruption and downtime, make sure your selection can be easily integrated with existing – and potential future – systems.

New set-ups can be costly, so ensuring you have access to a comprehensive reporting and analytics suite that generates real-time data and insight to benefit your business can also help demonstrate the ROI on your decision from the get-go.

Ensure scalability and flexibility

You need to select a provider whose services can grow with your business, and can flex as your company’s goals change. What might be a priority now might not be in a few years, and vice-versa. Therefore opting for a solution that accommodates for a company’s evolution opens up the possibilities for increased future sales, faster resolution times and better customer satisfaction rates in the long run.

Prioritise training and support

Whoever you work with should be an extension of your team and available to help whenever it’s needed. When considering implementing a new solution, prioritise bringing agents on-board from the moment you consider making a decision. By explaining the reasons for change and business ambitions, you can help eliminate any fears or concerns about working with new systems.

At Connex, we offer 24-hour support teams who make your business their priority, and second-to-none training to ensure a seamless transition and minimal downtime or disruption.

To learn more about how Connex is helping contact centre teams to succeed, get in touch with our team at or request a free demo of our platform here.


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