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Call/Contact Center Technology Assessment &

“The project involved telephony and systems architecture as well as best practices and detailed call scripts and maps. They brought the foundation for the call center, call handling, and training…they brought a business reality to the project.  They’re great.”

Consulting Services

We offer impartial consulting evaluation, analyses, and services to assess call/contact center technology, systems, and applications.  This includes the expertise to define business requirements, evaluate current functionality, architect a cost effective solution, advise on the impact of future trends, develop short- and long-term phased plans, analyze costs vs. benefits, define and document the Business requirements, develop the business case, develop vendor selection criteria, develop the   RFP’s, orchestrate the RFI/RPP process, and help you select the proper application technology for according to your needs and goals.

We help clients evaluate the technology options that meet their business, budget, and infrastructure requirements, using a step-wise time frame to achieve maximum integration effectiveness.

As a vendor-neutral consulting firm, we provide independent advice and expertise to help you design and/or assess your current call/contact centre and organizational infrastructure.  Our expertise includes the following types of call/contact centre technologies, systems, and applications:

Our expertise includes the following types of call/contact centre technologies, systems, and applications:

  • ACD/PBX/Multi-channel blended environment (PSTN & web voice, email, chat, EDI, wireless, an VPN)
  • IVR with or without Speech Recognition
  • Outbound Preview/Predictive/Progressive Dialers
  • Computer Telephony Integration (CTI)
  • Web-interaction Suites: ERMS & Chat/Collaborative Browsing
  • CRM/Customer Contact Applications & Multi-channel Interface & Requirements
  • Agent Workstation & Desktop Requirements
  • Workforce Management Software/Technology/Workforce Optimization Technology
  • Voice/Data/Electronic Monitoring Technology
  • Telecommunications & Network Infrastructure.
  • and, Call Center Performance Management Operational and Reporting Systems.
Our Consulting Approach
our_cunsulting approach

Our consulting approach typically includes the following steps:

  • Defining the Business Requirements – This defines your needs document for the Call Center.  It includes onsite call/contact center interviews, observations, and a visionary eye for your future needs sequenced for growth.
  • Reviewing the Functionality of the Current Technology Platform – Involves onsite analyses of current technology and reporting functionality as well as upgrades and new releases.
  • Gap Analyses – Involves benchmarking and assessing business requirements and needs against current technology and reporting functionality.
  • Providing a 360 Degree View – Involves an analysis of priorities and complete benchmarks to identify customer service opportunities.
  • Developing Phased Recommendations – Involves defining the gaps and strengths/weaknesses of current technology functionality and recommending a plan to address these gaps in phases.
  • Developing the Business Case & ROI’s – Includes developing ROI’s based on performance improvement factors and technology costs.  Focus is typically on efficiency and quality improvement for the center.  This can include increased customer self-service opportunities and utilization as well as reduced handle time, errors, and rework.
  • Selecting Vendors – Includes developing a short list of the vendors who meet the basic business requirements and developing RFP business and selection criteria.