By purchasing software for a call center you are making a long-term investment, the results of which will determine not only the efficiency of the call center, but also influence many related aspects of call center work over the next 5–10 years.
Obviously the process of migrating from one system to another is complex and requires time and resources. In connection with this it is very important to understand when making a purchase not only the current characteristics of the product, but also its long term functional and technological potential. The solution to this is for the vendor to have and to use the procedures for formulating and introducing a road-map, that is to say a documented long-term product development plan.
The availability of these procedures points to a degree of product maturity and to the professionalism of the product development team.
Noda pays a great deal of attention to how the product will look in the future. The analyst team continuously evaluates competitors, industry trends, the experience and the requirements of our clients, and our clients' customers. Noda's partners naturally act as sources of information and are able to participate in the definition and prioritization of new features.
Once the information is gathered it is is collated into a general features list for a kind of abstract call center ideal. This list is quite extensive. At present it would take the Noda development team around 7 years to implement all the features on the list. Naturally this list is updated every day.
In connection with this it is important to draw up a detailed planning and work prioritisation process. Detailed planning in Noda is carried out over a 2 year timeframe and consists of 3 successive stages:
1.1 Research & Development
At stage 1 R&D analysts critically research the relevance of and the demand for features, which have the potential to be realised. This is in essence serious scientific research work, within which the motion vectors of the call center market are critically examined. It is crucial that at this stage that the analysts are not limited in terms of either their research tools or their methods.
1.2 Verification and tasking
Stage 2 sees the verification and refinement of the selected features in terms of demand, relevance and feasibility. Once the list is formed a special committee, which includes the heads of key Noda departments begins the process of selecting the features to be incorporated into a new version.
The process from the approval of the features list to a new version of the system takes no more than 8 months.
1.3 Development and programming
Once the final list is drawn up the development department sets about its realisation. A minor version is released every 8 months. A major version of the system is released once every 2 years. A major version features entirely new functionality. Specifically a Quality Management and Multi-channel module was incorporated into the latest version of Noda Contact Center.
Noda's clients are active participants in the process of selecting new features and determining the priority for their release. By purchasing an annual subscription to updates a Noda client becomes a co-investor in creating new product versions and has the potential to continuously improve the infrastructure of their call center and keep up to date. The IT market is not standing still. Up until very recently we did not know anything about multi-channel and complete software solutions and today they are an absolute must. By purchasing a Noda Contact Center package you will receive a Noda guarantee, knowledge, trust and the opportunity to possess a modern product that will still be relevant 5–6 years after it is implemented.