Business and Technology Relocation Planning and Project Management
PBX & Voice Mail
CALL CENTER SOLUTIONS AND EXPERTISE
2003 may be the year that Call Center Technology really gets a boost form the integration of Voice and Data networks, distributed architecture, CTI and Voice Recognition. We are watching as the new technology develops to identify when and where accounts may be best suited in deploying the latest products and services. Our focus is on making sure the reliability and integrity is established with the products before we roll them our to our clients. We recognize that the call center is the heart and soul of the business in the eyes of your customers and focus to make sure the technology is their only to improve service, reduce cost and provide a more efficient and effective call center solutions.
Paradise Communications staff and Consultant's have been actively involved in call center design, implementation, management and support for almost 20 years, from the days they were working with NORTEL Networks. Our staff's expertise ranges from strategic business planning, to application design, to problem resolution, to hands on programming. We have had call center applications involvement on behalf of our clients in literally thousands of locations.
We have partnered with some of the most renowned system integrators on call center evaluation projects encompassing many locations. Our Call Center experts have worked on numerous accounts such as Williams Sonoma and various travel agents as well as Customer service centers like EBay and Adobe Call Center Applications. We have worked on call centers as small as 5 agents and as large as 200 agents.
Our role in those call centers includes:
We recognize that prudent business strategy is evolving to embrace the customer relationship management (CRM) paradigm. This is changing the way enterprises are reacting to customer demands. The enterprise must take an overall view to maximize the customer's relationship with the enterprise and the customer's profitability for the enterprise. Integrating the service, support, and sales functions and the corresponding suites will be critical. A complete solution would include a CTI-empowered ACD environment with inbound and outbound capabilities, and a servicing system that allows for adaptive sales and service.
From a technology standpoint we are anticipating the morphing of the single-function, telephone-based call center into a multifunction, multi-channel, customer service contact center. We are monitoring the progress of the primary technology-enabled relationship management vendors, their customer service and support and technology-enabled sales offerings.
We are also watching the major enterprise resource planning vendors to see if they are really serious about entering this market. We believe that it is good planning to include these considerations when engaging in any call center technology procurement or refreshment activities.
Contact us today to discuss how we can help you!
Paradise Communications Phone: (925) 683-7916 E-Mail: Info@ITRelo.net
Last modified: 10/04/08 Paradise Communications 2005 Paradise Communications