Depending on your IT requirements and business needs, we can help you build on-premise or cloud-based contact centers. Our services include:
- Building unified service views by integrating agent desktops, CTI and dashboards.
- Designing and deploying key technologies including IVR, CTI, WFM and loggers.
- Creating CTI screen pops
- Managing VXML migration
- Tuning call flow performance
- Designing analytical reports
- Developing and customizing soft phones
Gaining a holistic view of your customer interactions requires tightly orchestrated integration with your organization's key business applications and data. Our integration services enable you to do just that by bringing all of your critical information together into one system within your contact center.
We have broad knowledge of all the types of technologies that must interact with your contact center applications, including leading CRM and BPM solutions, mainframe host systems and a vast array of enterprise applications.
Our independent verification and validation services ensure that your contact center works as it should. Our testing services include:
- Call handling for inbound and outbound calls, call transfers, conference calls, agent status management, voice quality and voice recognition effectiveness.
- IVR testing
- Data accuracy testing at desktop (via CTI) and for data exchange (IVR/interaction applications).
- Validation of call routing logic
- Single and multiple user load testing
- Testing of end-to-end business processes, including external application integration.
- Reports testing to validate formats and data
Our managed services model includes maintenance, enhancements and upgrade services that keep your contact centers running smoothly and without interruption:
- Skilled resources for all leading contact center technologies and products.
- Ability to scale up and ramp down based on your resource requirements.
- Contact center management, upgrade and enhancement services, including IVR, CTI, ACD,WFM and logger applications.
- Single-point accountability for SLAs and performance requirements.
- Round-the-clock help desk and operations support
- Health checks and proactive monitoring