"The price is more than we expected."
More than what: what you pay today, another quote, or the budget you set?
Do not discount before knowing the anchor. Do not hide usage charges.
The objections, discovery questions and competitor answers that come up when you sell contact center and CX. Read them free. Or load them into Ghost and have the right one on your screen the moment the buyer says it.
What Ghost shows on your screen during a contact center and CX call. The buyer never sees it.
The objections contact center and CX buyers raise most, what to say in the next ten seconds, and what not to promise.
"The price is more than we expected."
More than what: what you pay today, another quote, or the budget you set?
Do not discount before knowing the anchor. Do not hide usage charges.
"Moving our contact center would be too risky."
What is the one thing that cannot go wrong on cutover day?
Do not promise zero downtime or that migration is simple.
"We built our own tools for the agents."
What did you build, and who maintains it today?
Do not belittle their engineering work.
"We can't change anything during our busy season."
Makes sense. If we plan now, when is the earliest window after it ends?
Do not push for activity during their busy period.
"We have strict rules on recordings and payment data."
Which rules apply to you, and what does your compliance team need to see first?
Do not give legal advice. Do not claim certifications you have not confirmed.
"We already have Genesys and it works."
Good to hear. Where does it work best for you, and where do your teams work around it?
Do not claim to replace everything the incumbent does.
Every one of these is a deal that slips a quarter if you fumble it. Ghost puts the answer on your screen while the buyer is still talking.
Give them credit, then ask whether that vendor's strength matters to this buyer.
Genesys Cloud is a common choice for large contact centers moving to the cloud. How complex is your routing and how many sites do you run?
NICE is well known for workforce and quality tools as well as the contact center itself. How much do WFM and analytics matter in this decision?
Five9 has long focused on cloud contact centers. Is voice quality and reliability your top concern?
Amazon Connect is often picked by teams already deep in AWS. Do you have engineers who want to build on it?
Talkdesk is known for a modern cloud contact center with industry editions. Is an industry-specific setup important to you?
Zendesk is a go-to help desk for many support teams. Is ticketing your main need, or is voice a big part of it?
Service Cloud makes sense when the rest of the company runs on Salesforce. How tightly does service need to tie into sales data?
Cisco has a long history in enterprise voice. Is staying with your Cisco network and phone setup a priority?
Avaya runs a lot of contact centers today. Are you looking to modernize in place or move to something new?
Freshdesk is often picked for quick setup and good value. How complex are your support workflows?
Intercom is known for chat and AI-first support. How much of your support happens in your product or on your website?
RingCentral is known for business phone systems with a contact center option. Is having one vendor for phones and the contact center important?
Ask these on the first call. Then dig into the pain when they say it out loud.
Contact center and customer service software helps a company answer customers on every channel: phone, chat, email, social and messaging apps. Cloud contact center platforms (CCaaS) handle routing, voice, IVR and agent desktops. Help desk tools handle tickets and knowledge. Around them sit workforce management, quality management, analytics, and AI agents and assistants for self-service.
The most common are: "The price is more than we expected", "Moving our contact center would be too risky", "We built our own tools for the agents", "We can't change anything during our busy season", "We have strict rules on recordings and payment data" and "We already have Genesys and it works". Each one above has a line to say back and what to avoid.
Start with: Take a customer who called or chatted this morning. Walk me through what happened from the first ring to the fix. If you could fix one thing about your queue tomorrow, what would it be? When a customer has to contact you twice for the same thing, what does that cost you in time and in loyalty? Is there a date pushing this, like a contract ending, support ending on your current system, or a busy season?
Buyers most often compare Genesys, NICE, Five9, Amazon Connect, Talkdesk, Zendesk, Salesforce Service Cloud, Cisco Webex Contact Center, Avaya, Freshdesk, Intercom and RingCentral.
Economic buyer: the VP of Customer Service or Customer Experience, often with the COO or CIO for large contact centers.
Pick the contact center and CX market pack in Ghost's setup and every card on this page loads into Ghost. When a buyer raises one of these objections or names one of these competitors on a live call, Ghost shows you what to say on your screen, hidden from screen shares and recordings.
Free to start. Pick contact center and CX in setup and Ghost loads every card on this page.