Today, the contact center market is a $30B fragmented market segment, served by multiple vendors offering prohibitively expensive onsite hardware/software solutions that require significant upfront investments to purchase and significant technical expertise to integrate and operate over the life of the equipment. While these solutions dramatically improve agent productivity, only a small percentage of all US based contact center operations (typically those with more than 200 agents) can afford to implement these solutions. As result most enterprises are underserved - needing the capability of the larger call centers, but constrained by budgets and resources.

 Our solution comprises a set of pre-integrated, contact center applications hosted within the network which enables the user to have access to advance contact center features and functions at an affordable monthly price. The solution delivers price-acceptable solutions that improve agent productivity, customer service quality, operational efficiency and transparency for management. The service requires no capital hardware or software expenditures, no annual maintenance or upgrade costs, no integration fees for new functionality and is delivered in a monthly billing within a scalable (up or down) arrangement with our provider.

 Core modules include the contact handling suite, the management reporting tool, the easy to use development tool and the database integration functionality suite. In addition, modules for customer satisfaction and workforce management can be incorporated if desired.

 A few features of the hosted system are noted below. We'd welcome the opportunity to demonstrate the power of the system for you today! 

1.        ACD/IVR:

a.    Complete real time and historical reporting.

b.    Advanced skills based routing..park calls, get the most important calls answered first.

c.    Advanced IVR (priority routing for key customers).

d.    The ability to change capacity (and your spending) based on peak and low business periods.  

2.        Customer Satisfaction Measurement Tools:

a.    Random surveys of customers asking their experience with individual agents or store locations.

b.    Responses directly from the customer.

c.    Gives the ability to take quick action to assist angry customers (i.e. damage control).

d.    Finds the core causes of customer dissatisfaction across all customer touch points.

3.        Workforce Management:

a.    Forecasting accuracy to assure the optimum number of agents are working.

b.    Gives tight control to 70% of call center costs (i.e. people).

c.    Allows agents to give input to their schedules…raising agent retention rates.

d.    Run projections using previous years’ ACD data to assure proper staffing today.

4.        eLearning:

a.    Screening tests to make sure that only the ideal candidates are hired.

b.    Delivers vital training to agents during slow times.

c.    Increases productivity of the call center.

d.    Increases agent retention.