Our Experience

Industries:

Technologies:

Processes:

Cable MSOs

Telecommunications –
ILEC/CLEC/RBOC

Financial Services/
Debt Settlement

Insurance Plans

Software Development

Direct Sales/Retail/Catalog Order

Trade Associations

Not for Profit/Charities

Manufacturing/Distribution

 

 

See list of case studies below:

Integrated agent desktop/CRM implementation and integration

ACD/CTI/IVR integration with and without CRM integration

DTMF and Speech-recognition-based inbound, outbound, survey-based IVR application review, design, implementation management and testing

Knowledge Management/Solution Engines

Business Process Management (BPM)

Chat/e-mail solutions

Quality Monitoring/Speech Analytics

Marketing/Sales/Order Entry

Application/Enrollment

Payment Processing/Collections

Customer Service

Claims Processing

Technical Support

Field Service

Dispatch

Voice of the Customer

Agent Training, Quality Monitoring, and Performance Management

Workforce Management, Scheduling, Forecasting

Knowledge Base Management/Content Management Lifecycles

Outsourced Process Management


Case Studies:

• Contact Center Assessment/Strategy Engagement

• Contact Center Assessment

• Business Process Analysis/Technology Requirements

• Business Process Analysis/Technology Requirements

• Business Process Analysis/Technology Requirements

• Business Process Analysis/Technology Requirements

• Business Process Analysis/Technology Requirements

• CRM Business and Technology Strategy

• CRM/Knowledge Base Management Solution

• Contact Center/CRM Technology Selection

• Contact Center Technology Selection

• Contact Center Site Selection

• Training Design and Delivery

• Interim Call Center Management

• Outsourcer Relationship Strategy and Evaluation

• Speech Analytics

See more examples of our experience, including Sample Deliverables, more detailed Case Studies, and Client References…