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Contact / Call Center

ANALYSIS  |  DESIGN / PLANNING  |  EXECUTION

We help clients align contact center operations and technology with business objectives and define and execute customer interaction strategies. We partner with our clients to develop the best solutions and processes possible. Our project framework enables us to define the project scope, identify and analyze common issues and accelerate the implementation of project goals.

We’ve built a team of professionals, with extensive expertise, who will insure our clients get the most out of their technology, processes and workforce. Our consultants have helped clients:

  • Design comprehensive strategies and governance models
  • Develop roadmaps for future architecture
  • Perform capability and gap analyses to ensure seamless delivery
  • Conduct cost and performance analyses of services and providers, both on-site and outsourced
  • Apply best practices in setting the strategy for complete oversight and management

Many of our projects involve the analysis, planning, design and execution of our new technology recommendations and processes. Our expertise includes:

Workforce management Reporting, Analytics (Speech, Text, Data, Desktop, etc.) Performance optimization, including scorecards/dashboards Quality monitoring, logging/call recording CTI CRM ACDs and PBXs, including VoIP Multimedia and multisite routing, skills and reporting Unified Communications (IM/Presence, etc.) IVR, including speech recognition and text-to-speech Social media Mobile apps