Call Center consultants - Technology Evaluations
Overview
A technology assessment addresses the business and technical requirements for functionality and integration of multiple contact channels.
The major channels include phone, email, web, chat, and text. We help you identify the requirements to help you achieve increased sales, customer retention, efficiency, productivity, and cost containment.
Results
The call center technology assessment includes addressing improved customer access to multiple channels, with a detailed cost-benefit analysis, recommended road map, action steps, and timeline.
Methodology
We are vendor-neutral call center technology consultants/contact center technology consultants. We provide unbiased assessments and solutions that leverage existing call center and contact center technology platforms.
This includes developing the business and technical requirements for omnichannel contact center technology.
Our call center/contact center technology consulting includes expertise in the following areas:
- Multi-channel/Omnichannel ACD/PBX.
- Outbound Dialing.
- CTI/Computer Telephony Integration.
- Back-office/Off-phone work integration.
- Email Response Software
- Speech-enabled IVR Platforms.
- Workforce Management/Optimization Software.
- Voice of the Customer Programs;
- Quality Management Suites & Analytics.
- Performance Management Dashboards & Analytics.
We provide the following services in our contact center technology and solutions consulting:
- Developing Business & Technical Requirements.
- Evaluating Current Technology & Gaps.
- Identifying Potential Products & Systems.
- Developing the Business Case with cost-benefit analyses.
- Developing & Conducting RFI’s/RFP’s.
- Developing ROI (Return on Investments).
- Developing Weighted Scoring Criteria.
- Developing Phased Timelines & Road Maps.