Tips to help mitigate technology implementation snafus

Posted on: August 14th, 2014 by Art Barger

Implementing new technology into your existing infrastructure is never easy. Along with having to fully understand your business needs and how your contact center environment supports those needs, the deployment process requires proper strategy, design, planning and testing, as well as accounting for unexpected issues.

Unforeseen barriers along the way can create challenges that impact the speed and cost of your deployment. Whether you’re implementing a new phone system to improve your call center’s overall efficiency, security, or to simply control operating costs, careful consideration of the following areas can help you avoid potential pitfalls that can create delays and drive up expenses to the implementation process.

  • Executive sponsorship: In order to allocate the budget and necessary resources to conduct a successful implementation, executive buy-in is essential. Lacking full support from your executive team can impact commitment levels critical for pulling off a seamless deployment. When upper management doesn’t make your IT initiatives a priority, the implementation process can pay a hefty price.
  • Technical infrastructure: Implementing any type of technology into your existing infrastructure requires compatibility. If your current systems don’t meet the technical requirements, it might not be a complete show-stopper, but it can create a lot of hiccups in the process. Technical requirements need to be defined and resolved as early as possible to avoid any potential snags down the road.
  • Employee training: One of keys to ensuring success with any new technology is how well your employees know and interact with the tool. Training employees on how to use the technology, along with new processes that come with it, is critical to your long-term success. Training your call center agents on new systems can take weeks or months, and when you account for employee turnover rates, you get a better understanding of why training plays a pivotal role in the implementation process.
  • Communication: New processes always seem to encounter some level of resistance. Embracing change usually depends on how well you communicate with your employees, and their comfort level with new ways of doing business. Communicating the business benefits and how the new tools and related processes make their lives easier can build confidence with your employees. And we all know that confident, empowered employees are more likely to embrace change, and adapt to doing things a new way.

While these components can help create a faster, more efficient implementation, the TRUSTID® Physical Caller Authentication tool provides a simple solution for customer identification over the telephone channel. Through a lightweight implementation, our telephone network forensics quickly integrate into all phone systems. This allows businesses to extend the effectiveness and value of their legacy infrastructure and existing security processes.

Using a Software as a Service model, TRUSTID easily integrates into current technology environments, including all major computer telephony integration (CTI) and interactive voice response (IVR) platforms. As a real-time, automated customer authentication tool, TRUSTID doesn’t require any additional capital investment or long hours of employee training. Why? The authentication process happens behind the scenes, before your call center agents even pick up the phone.

By combining best Internet security practices, TRUSTID helps banks and enterprises reduce implementation costs and leverage their existing investments in legacy systems to extend the overall effectiveness and value of their existing infrastructure, business rules, record linking, and security processes.