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| Contact center optimization Improve the efficiency and effectiveness of your contact center operations by designing and implementing innovative contact center models, and deliver a consistent, high-quality customer experience across all appropriate channels, at a reasonable cost-to-serve. |
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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.
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