Karl Walder | Vice President of Innovation at NobelBiz® | Contact Center Technology Company Published on March 18, 2019 In today's Contact Center Ecosystem it can be overwhelming determining which service provider will be able to offer a product to fit your needs. Here are a few basic questions to ask yourself when evaluating your current service provider and determining if it's time to make the switch. 1. Can you create the agent experience you want? Improve performance and engagement by creating a streamlined agent experience. Create workflow applications based on rules and logic using an intuitive drag-and-drop application designer with our Cloud-Based solution. 2. Need real scripting flexibility that operations can use to speed up program to production? Guided workflow experiences assures your agent's cover everything required in the conversation. This also reduces your agent training time when on-boarding new initiatives and campaigns. 3. Need to create a unified agent experience with data from other enterprise platforms? Use either web services or secure ODBC (Open Database Connectivity) connections to external applications to combine your customer data into a unified view of you customer across your enterprise. 4. Still need to use the agent phone on the desk while flexing to a cloud based on demand contact center? With our solution you can use WebRTC and a browser, use a SIP (Session Initiation Protocol) phone, have the system call you back on a PSTN (public switched telephone network) phone number, or connect to your existing PBX (Private Branch Exchange) phone system.