Service detail
Contact center optimization services help our clients, with the solution spanning inbound and outbound sales and service.
Highlights
- Improve efficiency and effectiveness of contact center operations
- Design and implement a contact center model that delivers a superior customer experience
- Achieve reasonable cost-to-serve, through consistent approaches to dealing with customers across all contact center's channels (phone, Web, IDTV / kiosk, mobile access, etc.)
Our customer relationship management services include a full range of contact center optimization services, including:
- Contact center strategy-Helps formulate contact center strategies that support their overall business vision and leverage the contact center as a competitive differentiator.
- Contact center consolidation strategy-Helps formulate consolidation efforts. It strategically sequences a definitive course for the organization, and helps to ensure overall implementation success.
- Contact center diagnostic-Helps clients determine the gap between where their contact center and delivery channel operations and capabilities are today, and where they need to be in the future.
- Self service assessment-Helps our clients determine the most effective use of web-enabled technologies to support their contact center business needs.
- Telephony integration assessment-Leverages both IBM and third-party technology infrastructure to automate contact center activities. Solution components include:
- IVR
- CTI
- IPCC
- Voice portals
- Voice recognition
The potential benefits of contact center optimization services include:
- Rationalized and optimized customer-care assets that reduce cost of care
- Migration of lower-value customers and transactions to lower-cost media/channels (IVR, Web, e-mail)
- Consolidated and standardized care processes and infrastructure.
