We are often faced with the single biggest issue surrounding most technological implementations – change management. Too often we personalize our telephone system experience as though it were like driving a car. You get used to how the gear shift works, where it is located – if it is automatic or manual. When we buy a new car sometimes these things change – but overall the car will still take you from point A to point B.
Managing expectations is the most difficult part of change management. All too often people assume all systems are the same – when in fact each has taken a different development path exclusive to that system. But the question then becomes – do we customize a system to be like what we know (move the gear shift from the steering wheel to the center console) or do we adjust our operations to take advantage of these new ways of doing business?
Each organization has to answer that question for itself. Each answer comes with pro’s and con’s. No single answer exists but suffice it to say – ignoring why a system has chosen to work as it has should not be an option.
Often times we see how Viper differs from our competition and as a result a decision point is arrived at. Is the feature perceived better, same or even worse that the existing system? Yes – sometimes it can be perceived worse – any vendor who believes their system is ONLY better has some swamp land to sell you as well! However, if you do not ask “why?” it works as it does – are you just customizing for the sake of it? Systems involve process – process involves change and improvement – or you may be stagnating and watching the competition from the back seat.
In the end it is the ability of the vendor to work with you, accommodate your specific needs, and do this reasonably both in time and money. Viper can and has done both. Not all needs are identical, not all call centers are identical, but how we respond is the key.
Some feel that a call center is a sanctuary where all calls come and go from a queue and representatives remain focused on taking calls only. Some feel that when not on a call center call, the representative should be able to make other calls – which is the right answer. Both. Viper has recently added this feature because our clients needed the ability to decide for themselves.
Viper is the single most flexible Voice over IP telephone system delivering large scale customizations in weeks – not years. We know it is not easy to change – and sometimes we believe your needs are something that should be in our future features. With Viper you can be rest assured that as we improve our product – you will never be out dated or left to repurchase your system simply because your needs change. Enjoy being future proofed!