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CALL CENTER CONSULTING

THE CHALLENGE

Many organizations want to add more channels to their call centers but their current technology simply doesn’t cut it anymore. In the last 2-3 years, the trend has been to replace these on-premise heritage systems with cloud alternatives.

The term “Cloud” sounds simple but in reality, the transition is very complex and an intensive undertaking for the business owners of this project. Our experience with working with these providers is that they assume that you know what you need! But in reality, how can you when omi-channel deployment is new to your company, supervisors, and agents? This is where we can help!

THE SOLUTION

Our approach is to conduct an operational assessment and benchmark how you are working today. Having a fresh set of eyes review current workflow, processes, and statistics in order to “tweak” current processes prior to adding more channels.

Together we will work with our clients to develop a plan for integration of these channels. This includes timing of the new platforms, required skills of agents and supervisors. As we identify your business needs and establish a roadmap for features, reporting, and 3rd party tools that need to be integrated, we can now develop the technical specifications for the RFP.

Similar to our Unified Communication(UC) practice we continue to work with our clients throughout the vendor evaluation process and can continue throughout the project to oversee UAT ( User Acceptance Testing), training and cutover of the system.

TESTIMONIAL

Thank you, Emily.

Our new system is a real enabler for us in terms of mobility and working from home. We are able to use the soft client anywhere including through our Fortinet VPN. I have also been able to use my office hard phone at home. Mike and Nick are pleased with the simplicity of the On-Demand Contact Centre as well.

We thank you and Paul’s expertise and guidance throughout this project.

George Ianni, Manager, Information Technology
College of Nurses of Ontario | www.cno.org

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Emily Nielsen, is member of the Consultant Executive Board for Genesys 2016-2018 – this is global membership, Emily is the Canadian representative. Our clients do benefit from her direct access to senior executives and early access to new services and products.

Ask about our on-site training programming for Genesys Pure Cloud agents and supervisors.

CALL US

to book your free consultation to talk about your project!