Helping you succeed in your search for the right Customer Contact Center technology solutions is a key part of our expertise. We combine the most up to date technical knowledge with a deep understanding of the business requirements of Customer Contact Centers and their operational realities.
You can put our totally objective systems evaluation, selection and development expertise to work for you in several ways:
SERVICES
1. Definition and thorough documentation of all business requirements.
2. Designs for the technology architecture and operational infrastructure that best meet your needs.
3. Development of the business case for technology cost justification.
4. Vendor research and development of comprehensive RFPs, scoring matrices and selection documentation tools to insure you get the best available solutions at the best price.
5. Contract negotiations and ongoing oversight of vendor customization, testing and installation.
6. Our unique Customer Contact Center Technology Workshop. This workshop is conducted by Geri Gantman and Bill Maikranz and brings together all the stakeholders in your organization that need to make smart decisions about investments in technologies. They combine hands on work throughs of the business issues and drivers that should form technology investment decisions together with an in-depth briefing on the many voice, data and web integration solutions and vendor options available in the marketplace. This three day workshop is often the first and most valuable step clients take in working with us on plans for automation change.
Our technology expertise is in all elements of Customer Contact Centers solutions including:
* Network services
* VoIP solutions
* Hosted Contact Center solutions
* ACD and server based switches
* Dialing technologies
* CTI applications
* CRM software packages
* Desktop hardware, software and web browser solutions
* IVR and speech recognition
* Forecasting and force management
* Workflow management and supporting middleware
* Email handling solutions
* Automated Quality Assurance
Clients who have used our services to insure they get the maximum payback from investments in technology include Ameritech, Banco Espirito Santo (Portugal), Bose Corporation, Intuit, US Census Bureau National Processing Center, QVC, Retired Persons Services (AARP), Wisconsin Electric, Dominion Resources, SBC Communications, Progressive Insurance, among others.
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