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Technology Assessment
Call center technology has undergone an explosive growth over the past
decade, fueled by the Internet and an incredible number of new products. The
impact of eBusiness technology cannot be underestimated because it one of the
most important advances in technology in call centers today.
As call centers migrate from traditional voice applications, the telephone,
and automated voice response applications, the multichannel "contact
center" is emerging in which all forms of customer contact are handled.
This includes the traditional voice applications as well as email, real-time Web
interaction applications, CTI, speech recognition, and electronic fax.
Our Area of Expertise
Our experienced consultants assist client in defining detailed functionality
requirements and developing the supporting cost/benefit analysis for technology
upgrades, enhancements and/or recommendations for the purchase of new
technology. We are accustomed to working with a range of technology requirements
from very large to small systems in both traditional call centers and eBusiness/multichannel
environments. Because we are not a reseller of technology nor affiliated with
any technology vendors, we are totally objective in our assessments and
recommendations.
Our expertise includes the following areas of technology, applications, and
software:
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ACD/PBX/eBusiness Portal
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Interactive Voice Response (IVR)
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Speech Recognition (IVR Applications)
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Computer Telephony Integration (CTI)
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Workforce Management Software
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Voice/Data Quality Monitoring Systems
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Email Response Management Systems (ERMS)
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Real-time Web Interaction Applications
Technology assessments are typically required for the integration of eBusiness
into traditional call centers, as part of audits,
when call centers are consolidated,
and for call center start-up.
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