Alliances

The following companies provide services and expertise that complement our practice areas and deliver high value for our clients.

Call Center Research Laboratory The University of Southern Mississippi's Call Center Research Laboratory collects and analyzes data on the call center industry and publishes findings in scholarly articles and books. We leverage their extensive database and research capabilities to create custom benchmarking reports tailored to a client's specific needs. EIG EIG specializes in IVR project planning, design and usability testing for contact centers. Their professional services reflect research-based best practices that have improved speech and touch-tone IVRs for more than 100 companies in the Fortune 500. We leverage their expertise on IVR user interface design and usability testing. EIG is vendor-neutral and can work with a variety of IVR and speech recognition platforms. Elert & Associates Elert & Associates' consultants are enterprise telecom, networking and audio visual experts. Their design work covers equipment, network services, facilities, infrastructure cabling and programming elements for voice, data and video applications. We engage Elert on projects for which enterprise voice, network analysis, design and/or implementation are key considerations. Elert has experience in all major telecom and network environments. IQ Services IQ Services is a premier provider of independent, end-to-end testing services for contact center and unified communications solutions. Their patented technology delivers automated transactions through the PSTN or Internet to determine if the technologies, services and applications are working together to deliver the requisite customer experience. We bring IQ Services into projects for technology assessments, technology implementation or configuration changes, and ongoing performance monitoring. Primary Matters Primary Matters provides activity-based business analytics tools that support budgeting, capacity and resource planning, and business impact analysis. We use their application for contact center assessments and in the evaluation of major technology- and process-based initiatives.