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eBusiness/Call Center Integration
The new eBusiness service model, "anytime/anywhere
access," represents a whole new way of interacting with customers,
while rapidly placing new demands on every call center. Successful eBusiness
integration in call centers is a very high priority because it promises a unique
competitive advantage: a powerful combination of increased revenues and improved
profitability.
Our Areas of Expertise
Integrating eBusiness into a call center requires new technology, new
processes, new tools, and new skills. Our experts can help. Our approach is
systematic, involving defining customer access applications and a gap analysis,
covering all aspects of a traditional call center operation. We help clients
develop short- and long-term plans for phased eBusiness application integration,
including requirements and recommendations for technology, CRM,
staffing, and training requirements. We have extensive experience in developing
strategic plans for eBusiness integration for a variety of industries, including
business-to-business (B2B) and business-to-consumer (B2C) applications.
The development of an integrated eBusiness plan is a fast-paced, structured
process conducted at the client's site with our team of experienced engineers.
Our approach provides efficient access to information, data, workflow processes,
technology, systems, and client personnel for the most cost effective
engagement.
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