Knowledge Hub
Sharing insights & actionable advice
Enabling Business Communication at scale, uniquely engaging one customer at a time.Enabling Business Communication at scale
Please wait while we prepare your content...
“Thank you Bidvest team for your great service throughout 2024.”
- MTN
“Working with the Bidvest team is a real pleasure. We've thoroughly enjoyed partnering with a local provider for our business' WhatsApp profile - invoicing is simple and our templates are loaded and approved speedily. Prepaid24 would highly recommend Bidvest. Such a seamless process from setup to production!”
- Prepaid24
“We're incredibly grateful to the Bidvest Data Team who go above and beyond to support us with vital customer communication. Their commitment and innovation has kept us at the forefront of electronic customer engagement.”
- Sanlam Retail Mass
“Dear Bidvest team, Just wanted to take the time to say a very special thank you to TEAM BIDVEST. Everyone at OUP thanks all the people involved over the last few weeks and trust me, everyone in our organization now knows how much we can depend on Bidvest and we're all truly grateful for your efforts. Your responsiveness to our changing needs and requests is truly appreciated”
- Oxford
Explore the costs, essential features, and ROI of call centre communication history platforms. Equip your business with insights to enhance customer communication and compliance.
In the realm of enterprise communication, maintaining a comprehensive history of call centre interactions is crucial for enhancing customer experience, ensuring compliance, and facilitating effective decision-making. Understanding the costs associated with implementing and maintaining a call centre communication history platform is essential for IT decision-makers and procurement managers. This detailed guide explores the various factors that influence the costs, the features that should be considered, and the potential return on investment (ROI) when pursuing such platforms.
When evaluating the cost of a call centre communication history platform, several key factors play a significant role:
Most platforms operate on a subscription-based model, with fees typically determined by the number of users, features utilized, and the level of service. These fees can range from ZAR 1,000 to ZAR 10,000 per user per month, depending on the complexity of the solution.
Initial setup costs can vary based on the size of the call centre and the complexity of the existing infrastructure. Enterprises may spend between ZAR 50,000 and ZAR 200,000 on implementation, which includes installation, integration with existing systems, and staff training.
Ongoing maintenance and support costs can add 15-20% to the total annual cost of ownership. This encompasses updates, technical support, and any additional training required for employees. Enterprises should budget between ZAR 10,000 to ZAR 50,000 annually for ongoing maintenance, depending on the complexity of their operations.
When evaluating these platforms, organizations must look for essential features that justify the investment:
To justify the costs associated with a call centre communication history platform, enterprises should assess the potential ROI. Key performance indicators to consider include:
Investing in a call centre communication history platform is pivotal for enterprises aiming to enhance operational efficiency and customer engagement. Though initial costs may seem daunting, the long-term benefits, including improved customer service, operational efficiencies, and compliance assurance, often outweigh the risks when properly assessed and implemented. By understanding these costs and benefits, businesses can make informed choices geared towards optimizing their communication strategies.
Get started today and see immediate results
“Thank you Bidvest team for your great service throughout 2024.”
- MTN
“Working with the Bidvest team is a real pleasure. We've thoroughly enjoyed partnering with a local provider for our business' WhatsApp profile - invoicing is simple and our templates are loaded and approved speedily. Prepaid24 would highly recommend Bidvest. Such a seamless process from setup to production!”
- Prepaid24
“We're incredibly grateful to the Bidvest Data Team who go above and beyond to support us with vital customer communication. Their commitment and innovation has kept us at the forefront of electronic customer engagement.”
- Sanlam Retail Mass
“Dear Bidvest team, Just wanted to take the time to say a very special thank you to TEAM BIDVEST. Everyone at OUP thanks all the people involved over the last few weeks and trust me, everyone in our organization now knows how much we can depend on Bidvest and we're all truly grateful for your efforts. Your responsiveness to our changing needs and requests is truly appreciated”
- Oxford
Get answers to common questions about Call Centre Access To Communication History
All end-user communication can be stored on our Constellation platform, including email body text, the PDF document as it was created at that time, any marketing content, HTML or web content, SMS text message details, delivery, and failover results. This enables call center agents to retrieve, view, and resend content upon user engagement. Constellation allows configurable storage periods down to the campaign level. Roles and responsibilities are defined within the system, and all agent activities are tracked for audit purposes. Agents are securely onboarded via email, and inactive agent accounts are paused and blocked after periods of inactivity.