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Services

Unified Contact Center Enterprise (UCCE) & Unified Contact Center Express (UCCX)

We provide analysis of self-service Contact Center architecture, call flows, applications, technology, overall business processes and provide comprehensive recommendations for your Contact Center improvement.  We optimize self-service applications according to your business needs resulting in millions of dollars per year in savings.

Our expertise:

    • Leadership skills in implementing, configuring, troubleshooting and maintaining the Unified Contact Center Enterprise and Express platforms.  We help with configuring the  UCCE/UCCX components including but not limited to:
      • Ingress GW
      • CUSP
      • CVP
      • ICM
      • Routers
      • Switches
      • ASR/TTS
      • AW/HDS
    • Scripts Development
      • State-of-the-art Scripting, Configuration and Integration.
        • ICM
        • CVP
        • IPIVR
        • Java: Integration with any CRM, database, store procedure calls and/or Webservices(asmx/wcf) utilizing REST, JSON, XML, VXML.
    • Integration with CRM and 3rd party applications:
      • Webservices
      • Databases
      • Middleware
      • Multi-channels – Email/Chat
      • Quality monitoring/recording
      • Call Routing
      • CTI
      • Workforce Management
      • Outbound
      • Remote agent
      • Reporting
      • Developing test plans
      • Cut-over planning/execution
      • Stress/Load testing.
    • Design Business rules
    • Queue Assignment
    • Self-service/speech call flow development
    • Establishing skill groups
    • Agents and extensions
    • Finesse setup and customization
    • Finesse Gadgets
    • CAD setup and customization
    • Courtesy Callback design, customization, development and deployment
    • PostCall Survey design, development and deployment
    • Computer telephony solutions (screen pop, softphone)

Contact Center Assessment, Redesign, Upgrade and Support

We provide end-to-end unbiased review, mapping and analysis of your current environment.  We identify opportunity to optimize the current platform utilization and identify the labor and technology cost savings methods.  We look at entire Contact Center environment including but not limited to:

  • The operations
  • Disaster recovery
  • Workforce Management
  • Provide strategy to optimize the environment.

If required and needed, we offer to redesign the current environment, help with the future-state/upgrade and offer ongoing support.  Our recommendations are specific to improving your current environment to:

  • Reduce costs
  • Improve sales
  • Increase overall efficiency
  • Increase and optimize resource utilization
  • Improve competitiveness in the market place
  • Improve customer satisfaction and overall customer experience.

Furthermore we analyze and review the contact center routing environment to ensure that application scripts and system configurations are correct and optimized.  Our analysis may include:

  • Business logic
  • Voice and data networks
  • Routing
  • Multi-Channel components: Email/Chat
  • Load Balancing
  • Dialed numbers
  • Skill group assignment
  • Translation routes
  • Self-service applications
  • Speech Recognition and Text-To-Speech optamization
  • Computer telephony
  • Self-Service Call flows
  • Workforce Management (WFM) processes:
    • Interviews and analysis of the WFM operation, assessment of processes and data (i.e. performance measures and results) and systems (i.e. applications, technology, reporting)
    • Call forecasting
    • Scheduling
    • Provide actionable recommendations to help reduce labor costs and improve employee satisfaction
  • Contact Center design preparation
  • Design modifications
  • Custom Scripting
  • Custom Configuration Management

RFP Management where we provide the end-to-end management of the customer RFP process that includes:

  • Initial conceptual design
  • Vendor selection
  • Weighted decision matrix
  • Price comparisons
  • Our review and the information acquired is transformed into a comprehensive RFP that can be sent to qualified vendors to meet the overall business requirements
  • We review and compile RFP responses, populates a feature-weighted grid by vendor and participates with the customer in the final presentation made by the top vendors.

Collaboration

  • Cisco Unified Communications Manager (CUCM)
    • Deployment/Upgrade
    • Call Control
    • CUCM Configuration and Management.
    • Provisioning and Maintenance
  • Cisco Spark – Webex Teams
    • Integrate 3rd-party applications
    • Enhance/Add functionality
  • Cisco Jabber
    • Voice, Video, Messaging and Conferencing
  • Cisco Expressway
    • Help deploy advanced gateways for CUCM

Voicemail

  • UNITY – Configuration/Management

CUIC Reporting

We analyze and review the current need of business required reports, the review of current reports, data sources, analysis, design and development of custom reports. We work with stakeholders to design and develop custom reports that can be used for strategic insight and for managing the day to day business activities. We have working experience with the following reporting solutions:

  • WebView
  • Crystal
  • InfoMaker Interaction Center
  • Info Mart

Campaigns

  • Outbound/Outdialer Setup
  • State of the art Scripting and Maintenance of your oudboud outdialer needs and requirements.
  • Design and help redesign your current outbound campaigns to optimize resource usage that immediately can increase productivity and improves the overall customer experience.

Tools/Call Flows

  • Webex Teams (Bots / Integrations)
  • Finesse Gadgets
  • More…

Documentation/Call Flows

On project conclusion we provide complete operational documentation and Visio call flows if required by our customers.

Amazon Connect / AWS

We can help your company with doing an evaluation of how to leverage Amazon Connect and Amazon web service(AWS).

  • Lab Development
  • Utilizing the Amazon Connect Services.