Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). But with so many options available, how do you choose the right one? In this article, we’ll explore how to evaluate call center software vendors for CDP solutions and the essential features to look for. By the end, you’ll have a solid understanding of what it takes to find the perfect solution for your business needs.
Understanding Customer Data Platforms (CDPs)
Although similar tools existed in the past, the term Customer Data Platform was first used in 2010. It was meant to describe a marketing software that could build a single customer view (a collection of all of a customer’s data and events into one file).
Managing customer data is nothing new. From handwritten filing cards and massive independent mainframes to modern cloud-based solutions, the search for the best tool has been going strong for decades. Goldmine, which launched in 1990, was the first kind of software to combine contact information, calendaring, sales data, and marketing automation into one platform.
Since then, the CDP market has grown rapidly. In 2013, the CDP Institute was founded to help educate marketers about the technology and its benefits. According to ResearchAndMarkets, 2018, the CDP market was valued at $2.4 billion and is expected to grow from USD 4.8 billion in 2022 to USD 19.7 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 32.4% during the forecast period.
Today, there are many different CDPs available on the market, each with its own unique features and capabilities.
What are Customer Data Platforms
A Customer Data Platform or CDP is software that aggregates and organizes customer data across various touchpoints and channels into a single, unified database. This system enables businesses to gain a complete view of their customers, aiding in personalized customer interactions and more effective marketing strategies.
When evaluating CCaaS vendors for customer data platform solutions, prioritize flexibility and scalability. Your business needs may change, and you want a solution that can grow and adapt with your evolving customer data requirements. – Brad Butler, Contact Center Software Consultant @NobelBiz
The Importance of Customer Data in Call Centers
Customer Data Platform (CDP) software allows contact centers (and other business models, for that matter) to pull in customer data from any channel, system, or data stream to build a unified customer profile. These tools usually include a customer database and automation, as well as management resources for multichannel campaigns, real-time customer interactions, and more.
By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service. Trusting the data can improve the customer experience.
In addition to the above benefits, CDP software can help contact centers to personalize their interactions with customers. By having access to a unified customer profile, agents can see all of the interactions that a customer has had with the business across all channels. This allows them to provide more personalized service and support.
This is why, when it comes to call centers, the importance of data cannot be overstated. Let’s dive a little deeper.
How a Customer Data Platform Benefits Call Centers
Implementing a CDP can have profound benefits for call centers. Here are just a few examples:
Better Customer Profiling
Call centers interact with a vast number of customers every day. The data generated from these interactions, when used effectively, can create detailed customer profiles that can be used to tailor the customer experience.
Improvement in Call Routing
With access to customer data, call centers can improve their call routing, ensuring that calls are directed to the most appropriate agent or department, which increases efficiency and customer satisfaction.
Enhanced Customer Experience
CDPs enhance customer experience by providing a unified view of the customer across all channels and touchpoints, allowing businesses to provide more personalized service and support. This can lead to increased customer satisfaction and loyalty, as well as improved sales and revenue.
Improved Operational Efficiency
CDPs improve operational efficiency by automating data collection and analysis, reducing the need for manual data entry and processing. This can save time and resources, allowing businesses to focus on other areas of their operations. By streamlining data management processes, CDPs can also help businesses identify new opportunities for growth and innovation.
Increased Revenue Opportunities
CDPs can increase revenue opportunities for call centers by providing more accurate and detailed customer profiles, which can help businesses identify new sales and upsell opportunities. By analyzing customer data across multiple channels and touchpoints, CDPs can also help businesses identify trends and patterns that can inform marketing and sales strategies.
Some other benefits of using a CDP include:
- Increased lead generation
- Better lead scoring
- Improved customer targeting
- Enhanced CRM integration
- Reduced data silos
- A boost in overall marketing efficiency
Seamless Integration with Your Existing Systems
One of the most important factors to consider when evaluating call center software vendors for customer data platform solutions is whether the solution will integrate seamlessly with your existing systems. A smooth integration will ensure that there are no interruptions in your call center operations and that your customer data remains consistent across all platforms.
To assess the ease of integration, it’s helpful to inquire about the vendor’s experience working with similar systems and to request case studies or customer testimonials. Additionally, look for vendors who offer comprehensive support services, such as technical assistance and training, to facilitate the transition.
If you want to learn more about the ins and outs of implementing technology, we encourage you to watch one of our latest webinars called: The Key Steps of Implementing New Contact Center Technology. Watch the free on-demand recording here.
Ask about their API integrations
API integrations are important when a call center looks for a CDP vendor because they allow businesses to connect their existing systems and tools to the CDP. This can help businesses streamline data management processes and improve overall operational efficiency.
When evaluating API documentation for a SaaS purchase decision, it’s important to look for clear and detailed documentation that covers all aspects of the API, including authentication, endpoints, parameters, and response formats. The documentation should also include examples and use cases that demonstrate how the API can be used in real-world scenarios. Additionally, it’s important to look for documentation that is up-to-date and well-maintained.
Call Center Software Vendors and CDP Integration. Why it’s essential
Call center software vendors are increasingly offering integration with CDP solutions to enhance their clients’ data management capabilities. By connecting your lead gen services, lead scoring, and CRM into one platform, you can streamline your workflows and make more informed business decisions.
When evaluating call center software vendors for CDP solutions, it’s important to consider factors such as the vendor’s experience and expertise in the industry, the features and capabilities of the CDP solution, and the vendor’s pricing and support options. It’s also important to evaluate the vendor’s API documentation and integration capabilities to ensure that the CDP can be easily integrated with existing systems and tools. Also, don’t forget to consider factors such as data security and compliance when evaluating CDP vendors.
Steps to Evaluate Call Center Software Vendors for CDP Solutions
#1 Assess Your Business Needs and Long-term ROI
When assessing the value for money offered by a call center software vendor, it’s essential to consider the potential long-term return on investment (ROI) their solution may provide. A quality customer data platform solution should not only streamline your call center operations but also help you identify areas for improvement, enhance the customer experience, and ultimately increase revenue.
By considering the long-term benefits and potential ROI, you can make a more informed decision about whether a particular vendor’s solution is worth the investment.
Before embarking on the journey of evaluating call center software vendors, it is crucial to have a clear understanding of your business’s specific needs. Start by identifying your current pain points and requirements, and consider how a CDP can help address them. Consider the following questions:
- Call center size
- Number of agents
- Type of customer interactions (inbound, outbound, or both)
- Level of data integration needed
- Budget constraints
- What are the primary goals of your customer data platform?
- How will it integrate with your existing systems and processes?
- What type of data do you need to collect, store, and analyze?
- What level of customization do you require in your CDP solution?
#2 Check Vendor Expertise and Experience
When evaluating potential vendors, take the time to research their history and track record. Look for companies with a proven history of success in delivering high-quality customer data platform solutions to organizations similar to yours. You may also want to check for any industry awards or certifications, which can serve as a testament to their expertise and commitment to excellence.
In addition to their past performance, inquire about the vendor’s ongoing support services. A strong partner will provide continuous assistance, such as software updates, technical support, and ongoing training opportunities, to ensure that your call center operations remain effective and efficient.
Consider the vendor’s track record of customer support and service when evaluating call center software for your customer data platform. Responsive and knowledgeable support is vital to ensure smooth implementation, ongoing maintenance, and timely resolution of any issues that may arise. – Christian Montes, Executive Vice President Client Operations @NobelBiz
When evaluating call center software vendors for customer data platform solutions, take into account their expertise and experience in the industry. Look for:
- Years in business
- Client testimonials and case studies
- Industry awards and recognition
- Type of clients they serve
#3 Dive into Their Solution Offerings
Next, examine the solution offerings of each vendor on your shortlist. Compare their features and capabilities to see if they align with your business needs. Look for:
- In-depth data integration and management capabilities
- Real-time analytics and reporting tools
- Seamless CRM integration
- Omnichannel support (voice, chat, email, social media)
- Scalability and customization options
- Training and support services
Don’t overlook the importance of data security and compliance when choosing a call center software vendor for your customer data platform. Ensure the vendor provides robust security measures, encryption protocols, and compliance with industry regulations to protect your valuable customer information. – Christian Montes, Executive Vice President Client Operations@NobelBiz
#4 Evaluate the Vendor’s Data Security and Compliance Standards
Data security and compliance should never be compromised. Make sure the vendor you select has robust security measures in place and adheres to relevant compliance standards. Check for:
- Data encryption protocols
- Secure data storage and backup options
- Compliance with GDPR, CCPA, and other relevant regulations
#5 Conduct a Trial Run
Before making a final decision, request a demo and trial of the call center software vendor’s CDP solution. This allows you to assess the platform’s functionality, user experience, and ease of use first-hand. Use this opportunity to ask any questions and address any concerns you may have with the vendor’s representatives.
#6 Compare Pricing and Contracts
Finally, compare the pricing and contract terms offered by each vendor. Consider factors like:
- Setup and installation fees
- Monthly or annual subscription costs
- Contract length and termination clauses
- Additional fees for training and support
#7 Seek Feedback from Your Team
Don’t forget to involve your call center team in the evaluation process. Gather their feedback and impressions of the solution, as they will be the ones using it on a daily basis. By incorporating their input, you can make a more informed decision and choose a solution that will benefit your entire organization.
Key Features of a Customer Data Platform for Call Centers
#1 Robust Data Integration Capabilities
A crucial aspect of a CDP is its ability to integrate and manage data from various sources. Look for a vendor that offers comprehensive data integration features, such as:
- Data ingestion and normalization
- Data cleansing and deduplication
- Data enrichment and validation
- Data segmentation and profiling
#2 Advanced Analytics and Reporting
Advanced analytics and reporting capabilities are essential to derive actionable insights from your customer data. Look for features like:
- Customizable reporting templates
- Predictive analytics and AI-driven insights
- Data visualization tools
A user-friendly interface is essential in call center software for customer data platforms. Look for a solution that offers intuitive navigation, customizable dashboards, and comprehensive reporting tools to empower your agents with actionable insights and improve their productivity. – Christian Montes, Executive Vice President Client Operations
If you want to read more about the results of a streamlined cloud contact center solution, we encourage you to download and read our case study called Increasing Monthly Interactions and Robust Analytics to Empower Business.
#3 Omnichannel Support
Today’s customers expect a seamless experience across multiple communication channels. Make sure your chosen vendor offers omnichannel support, including:
- Voice calls
- Live chat
- Social media
NobelBiz Omni+ is a true omnichannel contact center software that allows you to navigate easily and seamlessly between all communication channels (phone, email, social media, SMS, and webchat).
- Segmentation and Personalization
A good CDP should allow for customer segmentation and personalization, enabling businesses to tailor their interactions to individual customer needs and preferences.
#4 Scalability and Customization
As your business grows, your call center software should be able to scale accordingly. Look for solutions that offer:
- Flexible pricing plans
- Modular feature sets
- Customizable workflows and processes
Carefree Customer Data Management with NobelBiz OMNI+
NobelBiz Omni+ is a complete cloud contact center solution that offers advanced CDP integrations. With NobelBiz Omni+, call centers can benefit from a range of features and capabilities, including advanced call routing and queuing, real-time monitoring and reporting, and integrated CRM and CDP capabilities. The platform is designed to be highly scalable and flexible, making it an ideal solution for businesses of all sizes.
NobelBiz Omni+ also offers a range of pricing and support options to help businesses get the most out of their investment. With its advanced CDP integrations, NobelBiz Omni+ is a great solution for call centers that are looking to find a CCaaS solution that can help them improve customer experiences and drive revenue growth.
OMNI+ is fully compatible with the NobelBiz Voice Carrier Network and works in sync to create one of the most advanced, competitive, and complete platforms on the market. The software solution improves an already great carrier product and takes it to new heights of performance and usability. With NobelBiz OMNI+, you can expect a seamless experience that will help you achieve your business goals.
When evaluating call center software vendors for customer data platform solutions, it is important to consider the vendor’s experience and reputation in the industry. You should also look for a vendor that offers excellent customer support services and has a proven track record of delivering high-quality solutions. Additionally, you should consider the vendor’s pricing model and ensure that it aligns with your budget and business needs. By taking these factors into account, you can make an informed decision and choose a vendor that will help you achieve your business objectives.
Remember, if you have questions or want to learn more about the NobelBiz offering for contact centers, get in touch with one of our representatives here.
Michael McGuire is a contact center industry expert with almost two decades of experience in the space. His experience includes roles as Director of Contact Center Digital Transformation at NobelBiz, and as Director of Operations at FLS Connect, managing multiple call centers. As President of Anomaly Squared and Targeted Metrics, Michael successfully transitioned companies into remote operations and significantly boosted revenues. With a strong background in customer service, leadership, strategic planning, and operations management, Michael excels in driving growth and innovation in the call center space.
Mike is also a proud Board Member for R.E.A.C.H Trade Group, promoting consumer protection and satisfaction and Co-host of the Off Skripted Podcast – a show about Life, Call Centers and everything in between.