by J.R. Sloan
Contact centers of more than 200 agents naturally attract a lot of attention from hardware and software solution providers because of the inherent promise of greater profit. Meanwhile, the needs of mid-market contact centers—those employing 50 to 200 agents—are not always met head on. Such organizations are often left trying to fit a square peg into a round hole, making do with solutions that fall short of their unique requirements, out-leveraged by the larger enterprises with bigger budgets.
When management wants its call center to simply do more, or IT needs to replace outdated technology, the mid-market contact center faces the complex task of finding solutions that balance costs (including upfront capital and ongoing operations expenditures) with functionality, while ensuring those solutions and systems can be maintained efficiently. And in mixed-switch environments, the complications can be multiplied.