Technology Experience
There are dozens of call center technology solutions on the market. If there's one (or several) you're considering, chances are we've seen it, researched it, implemented it, and used it. But most importantly, we know how it should work. We have experience with these types of technologies:
- ACDs and PBXs, including VoIP
- Multimedia and multisite routing
- IVR, including speech recognition
- Web self-service, web chat
- Social networking
- Mobile apps
- CTI
- CRM
- Knowledge Management, Wikis
- Workforce management
- Reporting, Speech Analytics, Data Analytics
- Performance optimization, including scorecards/dashboards
- Quality monitoring, logging/call recording
Many projects involve planning, designing, or implementing new technologies and processes. Here a few of the projects we've completed:
- Technology plan for migration to VoIP and CTI and IVR, plus business case, for Fortune 250 company's multisite centers
- Technology plan for growth, platform transition, and new site, and subsequent project on organizational design for support functions for Fortune 100 company
- Strategic plan to help Fortune 100 company turn its varied, departmental customer support operations into a cohesive call center; followed by detailed planning and execution support
- Assessment for call center changes in routing, IVR, numbering plan for major financial services provider; subsequent projects included project management on execution, metrics strategy, cross-servicing vision
- Assessment and planning for mid-sized center as they mature; subsequent projects included requirements and evaluation for call center technology suite and project management on execution
- Comprehensive technology support model covering technology resiliency by design, proactive detection and prevention of service-affecting incidents, and incident management and reporting
Read more project descriptions.
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