Is your business ready for Contact Center? Here’s how to know!
Is your business ready for Contact Center? Here’s how to know!
At the Channel Partners event in Las Vegas, Prince Rich from RTG Call Center Solutions had a chance to speak with Tony Calvis of Nextiva to answer some common questions many business owners have.
Q: Why are businesses even considering contact centers now?
Tony: Businesses are realizing that competition isn’t just about products and services anymore; it’s about the customer experience. The problem is that many companies are running on a mix of legacy on-premise systems and newer digital tools. That setup creates silos. One department sees one version of the customer, another department sees something completely different. That disconnect hurts service quality.
Q: So how do contact centers solve that problem?
Tony: By unifying everything into a single platform. With a contact center, you can bring in your digital channels—chat, text, social, email—and combine them with your voice systems. Instead of bouncing between tools or losing track of customer history, all the data is in one place. Over time, you can scale by removing outdated systems and relying more on the contact center’s built-in features. The result is a smoother experience for both customers and agents.
Q: When’s the best time for a company to make the switch?
Tony: The perfect time is when you start to notice gaps, like agents struggling to keep up with multiple systems, or customers getting frustrated because they have to repeat themselves. Another good indicator is if you’re planning to grow over the next two to four years. By switching now, you set yourself up with a platform that scales with you instead of holding you back.
Q: What should companies look for in a modern contact center?
Tony: Look for platforms that don’t just handle voice calls but also support digital engagement out of the box. Integration is key—you want a system that can work with your current tools but also replace them over time. Modern providers like Nextiva are leading the way by offering cloud-based platforms that unify everything while keeping it simple and affordable.
“The best time to think about a contact center is when you realize customer experience is just as important as your product or service. That’s when it’s time to make the move.”
Tony From Nextiva
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At RTG Call Center Solutions, we offer 100% free consulting to help you find the right provider and features for your needs and budget. We work with all the major contact center providers in the U.S., and since we’re paid by referral, our help costs you nothing.
Make the right choice today and set your business up for success in 2025!
