Are You Replacing Your Phone System Or Improving Your Call Centre & Don't Know Where To Start?
“Nielsen's insight and efforts involved in research and assessment of our legacy phone system was instrumental in helping Cadillac Fairview make the best informed decision for the final platform.”
BRAD ARSENAULT
Direct of IT Operations & Client Services
Cadillac Fairview Corporation Limited
OVER THE LAST 22+ YEARS NIELSEN HAS CONSULTED & ADVISED OVER 300 ORGANIZATIONS ON THEIR COMMUNICATION CHALLENGES
If you want to have Nielsen as an active partner in your organization to advise you on your telecom and call centre challenges and opportunities, this page lists the 4 different options available to you.
We help organizations across Canada who have large telephony systems and call centres.
We have advised clients as diverse as the Bank of Canada, Goodlife Fitness, Canadian Blood Services, City of London, Humber College, commercial real estate giant Cadillac Fairview ... all have sought counsel.
It doesn't matter what industry you and your organization is in, whether private or public, for profit or not.
The bottom line:
The more complex, costly and out-dated your telecom network is the more you will benefit from engaging us. What's more, if your are upgrading or improving your call centre, we have the expertise and experience to guide you.
Bring Nielsen On As An Advisor To Guide You Through Your Biggest Communication Challenges
4 WAYS WE CAN HELP YOU:
Does your organization's phone system need to be replaced?
The clients we advise have aging phone systems they want to replace with Unified Communications (UC).
Engage us to determine the needs of your users, formulate a Strategic Plan, qualify and select the best UC system, and assist in deploying this solution on-time and within budget.
Do you need guidance on selecting the most appropriate technology and processes for your call centre?
Whether you run an emerging or world class call centre, we can provide you with processes, technology, and staffing recommendations tailored to your environment.
The call centre is the most complex and sophisticated element of any organization's telecom network, let us simplify your decisions.
Do you feel like your telecom and mobility services, devices and carriers are becoming increasingly impossible to manage?
We work with clients who want to 'take back control' by simplifying the management of these assets and cost centre using our in-house Software-as-a-Service and telecom management experts.
Are you looking for ways to reduce your organization's operating expenses?
Typically, organizations overspend on telecom and mobility by 15 to 64%.
Work with us to experience on-going cost savings by getting us to carefully review this cost centre.
If you’re interested in getting more information on how you can work with Nielsen, click the most fitting option listed above to get more details.
OUR PHILOSOPHY
The Nielsen IT Consulting Mission
We believe that every great organization has a great communication system.
However, most organizations today still use telephony systems and call centre technologies from the 1990s — and stay-at-home restrictions are disrupting these systems.
What's more, the speed of globalization and technological innovation in the 21st century requires our organizations to work very differently — with shorter decision cycles, more employee engagement, and stronger collaboration than had previously been required to compete.
Since 1999, our mission has been to help Canadian organizations transition from 1990s way of communicating into the 21st Century. We accomplish this transformation by providing expert guidance, proven processes, and vendor-agnostic technology recommendations.
Our Core Beliefs
1
We believe every silo'd organization should replace their 1990s phone system with modern day Unified Communication tools to become the 'boundary-less' organization of the 21st Century.
2
We believe call centres should have the technology, processes and people required to respond to their clients needs through the channels clients choose.
3
We believe the monopolistic carriers make their telephony and mobility services and billing systems purposely complex — and confusing — to maximize their profits at your organization's expense. This must end.
4
We believe most (if not all) organizations are substantially overpaying for telephony and mobility services by as much as 15 to 64%. Problem is they don't know this because carrier billing systems don't make it easy to identify this overspend.
5
We believe in providing advice and recommendations on technology that are vendor-agnostic because every organization is unique.
1
We believe every silo'd organization should replace their 1990s phone system with modern day Unified Communication tools to become the 'boundary-less' organization of the 21st Century.
2
We believe call centres should have the technology, processes and people required to respond to their clients needs through the channels clients choose.
3
We believe the monopolistic carriers make their telephony and mobility services and billing systems purposely complex — and confusing — to maximize their profits at your organization's expense. This must end.
4
We believe most (if not all) organizations are substantially overpaying for telephony and mobility services by as much as 15 to 64%. Problem is they don't know this because carrier billing systems don't make it easy to identify this overspend.
5
We believe in providing advice and recommendations on technology that are vendor-agnostic because every organization is unique.
UNIFY YOUR COMMUNICATIONS
Bring Nielsen On As An Advisor To Guide You Through Your Phone System Replacement Project
Are You Replacing Your Organization's Phone System & Don't Know Where to Start?
Whether your phone system is nearing end-of-life...
Or whether it just needs to be replaced to meet the demands of working from anywhere with any device due to mandated lockdowns...
Replacing your organization's phone system is a time-consuming endeavor and costly investment decision IF the wrong system is chosen and improperly deployed.
Whatever your reasons are, clients usually bring us on to help, guide, and advise them through this major purchasing decision from beginning to end.
If you bring us on, we often start by determining the needs of your users and outlining a Strategic Plan. Once we've identified and documented these needs and formulated your Plan, we create a thorough Request for Proposal designed to solicit a variety of solutions from our vast vendor network.
Once we've received all of these proposals, we help you select the best suited telephony solution among them by analyzing and scoring each offering with our time-tested matrix and framework.
Once we've come to a collective purchasing decision, clients often engage us to guide their organization and the phone system vendor in a roll-out of this new system: doing our best to ensure that your new phone system is properly deployed, on-time and within budget.
Furthermore, once your new phone system is deployed, the challenge then becomes getting your end-users to adopt these new tools and new ways of working. We can assist with this, too.
If you are in the process of replacing a phone system, defining your organization's needs, or comparing vendor solutions, book an Advisory Call with us:
“We recently engaged Nielsen to help us select a new phone system, and I am very glad we did. From discovery interviews with our staff through creation of the RFP, to advising us on the pros and cons of the various offerings, Nielsen’s involvement allowed us to make a timely, informed decision. If you need a new phone system and don’t know where to start, do yourself a favour and call Nielsen.”
STEVE CARFAGNINI
IT Services Supervisor
ONECARE Home and Community Support Services
TRANSFORM YOUR CALL CENTRE
Bring Nielsen On As An Advisor To Help You Transform Your Call Centre
Need to Improve Your Call Centre But Don't Know Where to Start?
The contact centre is THE most complex and sophisticated component of any telephone system.
For some, less mature or considered developing centres to transform could mean the introduction of better management and reporting for voice calls and possibly e-mail. Many of these centres have less formal operational practices and tools in place and are struggling to scale their operations.
These groups need help in understanding the benefits of introducing routine tracking and reporting. They also need help in the interpretation of these reports, due to the nature of staff’s management background. For these centres most of their staff come from different backgrounds not related to call centres.
Bring us on to educate and provide best practice procedures that will provide the confidence and tools for better management and reporting.
For those agencies with a more mature environment, organizations want to add more value and functionality to the centre that is focused on increased sales, better customer experience that includes more choices for client interactions. These mature centres want to provide more options for communication channels, voice, chat, e-mail, self-serve and more. Centres want to offer call-back options at times that offers additional convenience.
Numerous technology choices exist for all types of customer service centres, help desks, and busy switchboards.
When we work with clients it is important to understand not only what technology is being deployed or what applications needs to be acquired, but also, what gaps might exist for staffing as it pertains to training and/or organizational structure. Another critical element is understanding current workflow activities that are triggered by a customer interactions.
We take an holistic approach when working with contact centres. And it is important to establish at what level of operation your centre is working towards.
Our experts will guide your team to make the right choice for your organization.
“It was great working with Emily and her team to redesign the IVR for our organization. Their work was excellent and they truly felt like partners not only delivering what we asked for, but also lending their tremendous knowledge to give us tips for other improvements.”
DREW LONDON
Manager, Contact Center
Legal Aid Ontario
TAKE BACK CONTROL OF YOUR TELECOM NETWORK
Deploy Our In-House Software-as-a-Solution & Telecom Management Experts To Manage Your Out-of-Control Telecom Network
Are You Frustrated And Fed Up At The Chaos Created By Your Telecom & Mobility Carriers Who Purposely Make Billing More Complex?
99% of organizations today are consumed by increasingly complex telecom networks: a growing out-of-control mess of services, devices and hardware.
Making matters worse, telecom carriers do not provide the proper tools and processes to adequately manage these assets — leaving organizations like yours to manage this complex (and costly) chaos with manual, repetitive tasks and time-consuming approaches like Excel spreadsheets, carrier portals and piles of paper bills.
Outgunned, overwhelmed and unable to make sense of the clutter, typical telecom networks grow with increasing complexity, cost and demand more and more time to manage.
Let Us Unlock The Power of Billing Automation & Reporting
Bring us on to retool your telecom and mobility management with our proprietary Enterprise Technology Administration System (ETAS) — a tech-toolbox that analyzes, manages and reports on all of these assets, their usage, and costs.
We can eliminate these manual and repetitive tasks and bring control and clarity to your network by connecting our software to your carriers — so you can make more time for what matters most.
Let us capture and demystify the total cost of owning all your communication assets with our SaaS — so you can keep on top of and effectively manage these operating costs, month after month, with ease.
What's more:
When you bring us on, you will get insider access to Nielsen's monthly telecom management team who oversees the on-going operation, cost-optimization & financial performance of your telecom network to maximize its ROI.
Interested in learning how we can take back control of your telecom and mobility network?
If so, just book an Advisory Call with us today:
“Working with Nielsen IT has taken the complexity and effort out of dealing with our telecom vendors. Their expertise and experience enabled them to quickly identify substantial savings opportunities so that we have confidence that we are only paying for the services we are using and that our rates are appropriate and competitive. The engagement was very light in terms of our effort, they provided a quality report and effectively answered all our questions. Overall a very positive experience.”
Manager of IT Infrastructure & Operations
CUT YOUR TELECOM COSTS
Bring Nielsen On To Generate Significant, Monthly Recurring Cost-Savings to Offset Your Organization's Operating Expenses
FACT: Your Organization Is Overspending On Telecom & Mobility By 15 to 64%
PS: “Canadian broadband fees are, on average, 27 per cent higher than the U.S., and 64 per cent higher than the G-7 average. Average Canadian wireless fees are 57 per cent higher than the U.S., and 157 per cent higher than the G-7 average.” (Source: The Toronto Star)
“Based on the needs of the City, Nielsen designed our next phone system and created the RFQ for this system while performing a cost-savings analysis. The design and RFQ saved much time when I was comparing phone system solutions from the various vendors. Once a vendor has been selected I will use the savings report from the analysis to show City council how I can help fund my phone system replacement project.”
NAEEM KHAN
Manager of IT & Business Systems
ABOUT NIELSEN
Launched in 1999, Nielsen IT Consulting Inc. has lead organizations towards breakthrough results with their telecom investments. Specialists in Unified Communications, Call Centre, Telecom & Mobility Cost-Saving Programs and SaaS developer: Enterprise Technology Administration System).
If you want to have Nielsen as an active partner in your organization to advise you through your telecom and call centre challenges and opportunities:
© 2021 Nielsen IT Consulting Inc. All Rights Reserved. Privacy Policy.
ABOUT NIELSEN
Launched in 1999, Nielsen IT Consulting Inc. has lead organizations towards breakthrough results with their telecom investments. Specialists in Unified Communications, Call Centre, Telecom & Mobility Cost-Saving Programs and SaaS developer: Enterprise Technology Administration System).
If you want to have Nielsen as an active partner in your organization to advise you through your telecom and call centre challenges and opportunities:
© 2021 Nielsen IT Consulting Inc. All Rights Reserved. Privacy Policy.