Contact Centers

Do Any of These Challenges Sound Familiar?


  • Traditional contact center technology is built around the number of agents, the number of lines coming into the building and what those agents have loaded on their systems to use.
  • Existing on-premises hardware has become obsolete or is reaching end of life.
  • Often this hardware has been determined to be out of support.
  • Lack of parts or cards prevents hardware from being updated or repaired.


  • Multi and omnichannel options are critical as customers prefer to engage via email, chat, social media, etc.
  • Lack of mobility or remote worker offerings means contact centers are restricted to physical locations and the associated labor market.
  • An absence of integration capabilities leads to inefficiencies and customer frustration.

Reporting & Business Intelligence

  • Missing the tools to implement granular agent level reporting.
  • Lack of BI capabilities, historical analytics and actionable information for decision processes.
  • Lack of access to easy-to-use, customizable real-time data or near real-time reporting/dashboard.

Insufficient Call Routing

  • Lack of dynamic decision call routing hurts agent productivity and customer satisfaction.
  • Lack of advanced skills-based dynamic routing.
  • Unable to utilize or integrate with national Do Not Call list APIs.


  • Forecasting agent staffing is necessary to react efficiently to market, seasonal or objective changes.
  • Difficulty managing adherence and agent policies (time, attendance, etc.).
  • Inability to optimize agent time utilization.

Dynamic Routing

  • New SaaS applications require integration to contact center workflows, creating a need for dynamic application level routing.
  • New technologies are moving towards SIP as well as WebRTC audio distribution.
  • Leveraging the public cloud space to utilize existing data and data sets.

Tech-Gofer Vendor Due Diligence

If your organization is looking for Contact Center as a Service Solutions as an example, you could do all the research yourself or use tools we’ve already built to compare and identify the right vendors for you – Click Here. We’ve built these for multiple technologies too including Security, UCaaS, Desktop as a Service and more!

We Already Know Who Can Help You

Across your entire tech-stack, our Experts have already done the research on what vendors have built solutions specifically for Contact Centers and we’re happy to connect you with them. All you have to do is tell us about your project.