Contact Center TotalCare Enhanced Services

Size: px
Start display at page:

Download "Contact Center TotalCare Enhanced Services"

Transcription

1 ASSESS. PLAN. OPTIMIZE. Contact Center TotalCare Enhanced Services The Exceptional Customer Experience Customers have more options than ever and retaining or losing valued business is often a click away. How do you know what your customers want and if your business is providing it? The SPS dedicated Contact Center Team will help you understand the tools and options available to maximize the value behind each client interaction, provide tangible data to facilitate informed decisions and most importantly create an exceptional customer experience. Assess, plan and optimize discover innovative Contact Center Solutions and ongoing support options from SPS.

2 A H I G H LY P R O V E N Technology Partner As your organization strives to improve operational efficiency, control costs, lower risk and retain customers, you need more than a strong technological infrastructure you must rely on a steadfast technology partnership. With more than 22 years of experience, SPS is a systems integrator that designs, implements and supports technology solutions tailored for your company s long-term needs. Our strategic solutions have helped companies across the globe boost revenues, overcome business obstacles and gain an edge on the competition. Armed with a proven methodology, an insightful process, expert engineering and brilliant design capabilities, SPS forms powerful partnerships with every client we serve. In other words, we don t just sell technology products we introduce unique, long-view solutions that allow you to achieve your ultimate business goals. SPS HAS STRATEGIC PARTNERSHIPS WITH THE MANUFACTURERS AND PROVIDERS WHO LEAD THE CALL CENTER INDUSTRY.

3 SPS OFFERS THE POWER OF INTEGRATED, MULTI- VENDOR SOLUTIONS WITH THE ACCOUNTABILITY OF A SINGLE POINT OF CONTACT. The SPS Advantage SPS offers smart solutions, exceptional expertise and powerful partnerships to drive your enterprise to new heights. When you join forces with our motivated team, your business will enjoy the following valuable advantages: Investment and commitment of the entire SPS team. The best trained and certified experts in the industry, including in-house specializations and PMP-Certified resources to ensure quality and on-time delivery. Dynamic partnerships with Avaya, Microsoft, Cisco, Extreme Networks, Juniper Networks and more than 15 other partners (Visit for details). Integrated, multi-vendor solutions with the accountability of a single point of contact. Expertise, proven competencies and training to empower your business. To top it off, SPS consistently earns rave reviews. We survey each customer upon project completion, and we take the results seriously. Any rating below excellent triggers a managerial review. We motivate our team and evaluate our process to ensure we delight customers at every step! Discover the Difference SPS is definitely not your average technology provider. What separates us from the pack? It all comes down to our long-term solutions and reliable results. Plus, we offer: An Unbeatable Process: Our incomparable process is powered by knowledgeable, highly trained professionals, insightful methodology, expert engineering and brilliant design capabilities. We set the expectations up front and deliver on our promises our results are consistent and repeatable. Technical Depth: The SPS team includes design engineering and application specialists, networking and convergence engineers and SIP application engineers. Process-Based Approach: We offer documented processes, functional alignment and superior program management methodology. icon Network Management Tools: We provide end-to-end visibility of your entire converged infrastructure and associated VoIP applications. Technical Services Center (TSC): Our state-of-the-art center delivers first-rate support and service all day, every day. Global Reach: As a founding member of the Intelligent Communications Alliance, SPS delivers integrated solutions to clients throughout the world.

4 S T R AT E G I C S O LU T I O N S for Today s Contact Center The SPS dedicated Contact Center Practice designs, implements and supports world-class contact center solutions. We help customers define their roadmaps and implement the right solutions based on their evolving business needs and technology enhancements. From small, reliable solutions to very large survivable, geo-redundant, mission-critical contact centers SPS has the knowledge, partnerships and scale to support your needs. Contact Centers enable customer communication through a number of vehicles including phone calls, , social media and online communication. Let your customers decide how they want to communicate with your company and provide a consistent experience for every contact method. The SPS Contact Center team will show you how to maximize each customer interaction. Learn about your customers during each engagement and leverage relevant data to facilitate up-sell and cross-sell efforts. SPS will also help you evaluate new applications, call flow and internal operations to insure your contact center is completely effective. SPS addresses each component of the customer service solution evolution: Standards-based (SIP, SOA) Massive scale, renowned reliability Flexible and extensible Multi-modal customer service WEB Voice Video self-service Video call center , SMS, IM PHONE Social networking / Web 2.0 Online collaboration Interactive (assisted) services TEXT Automated services (proactive) Business Analytics / IM SOCIAL MEDIA

5 SPS MAKES A COMMITMENT TO OUR PARTNERS THROUGH EXTENSIVE CERTIFICATION AND STRINGENT TRAINING. Call Recording and Analytics SPS partners with several of the leading recording system manufacturers to provide scalable options based on your requirements. From a few channels to thousands, SPS will design a solution that grows to the level you require. Whether your recording needs are for regulatory compliance, liability protection, dispute resolution, quality monitoring and coaching, or business intelligence, SPS professionals are well equipped to provide system design, implementation, training, and ongoing support. But what do you do with all this information? The SPS Contact Center team will leverage analytics to help you will understand what is happening within your contact center and more importantly why. Utilize tangible data to understand the cycles within your business, gain insight into your customer experience, identify what is working (and what is not!). Tailored reports will help you evaluate activities so you can make real-time adjustments and decisions. Know what improvements to make, how to manage your business and improve your overall customer experience. Workforce Management SPS understands the everyday challenges associated with running an effective and efficient contact center. By offering tools that deliver accurate forecasts, optimal schedules and supportive reporting we can provide real-time visibility into performance and accountability. Workforce Management makes the difference! Do you have more than 50 agents in your call center? Does it take more than 2 hours per week to create a schedule and manage the daily exceptions? Are you plagued with high turnover? Are you missing service levels due to under staffing? Do you simply want to automate the process? Talk with your SPS representative to learn more about effective tools available to help you optimize your contact center.

6 ENHANCED SERVICES for Real Results SPS Contact Center Assessment Minimize costs, increase revenues, improve operational performance and deliver a superior customer experience by keeping your contact center systems and operations at peak performance. The SPS team will help you at every step from initial design, configuration and programming to performing regular evaluations and updates to ensure you keep pace with ongoing changes in your business and with your customers. SPS will show you how to reduce your overall cost of ownership. The SPS Contact Center Assessment includes pre-assessment planning, an onsite business review, in-depth analysis and specific recommendations. This strategic assessment will help: Optimize your contact center solution and technology platform. Improve business systems and processes that support your contact center. More effectively manage contact center costs. Increase sales/revenue. Deliver a superior customer service experience. Improve customer loyalty and retention. Reduce associate turnover. PRE-ASSESSMENT PLANNING review goals, process, and deliverables review performance reports and metrics ON-SITE BUSNESS REVIEW interview key business stake holders to understand current environment performance identify issues, gaps, trends and opportunities for improvement IN-DEPTH ANALYSIS prioritize key business, technical & organizational issues recommend technology & process improvements provide implementation recommendations & timeline quantify ROI, cost savings & revenue generation opportunities (where possible) PRESENTATION roadmap for strategic technology and organizational improvements

7 SPS Live Help Desk for NICE Product Applications Get the most from your NICE Call Recording applications through SPS Live Help Desk. SPS Live Help Desk provides a specialist on-site who will address overall user questions, provide technical support and discuss what if scenarios informally with your teams. The specialist is at your location and will address any resulting programming modifications realtime. Live Help Desk offers flexible timing increments to allow your team to budget and schedule effectively. Our solution partners SPS Live Training for NICE Product Applications With a tailored agenda that addresses your specific user groups and most pressing training needs, Live Training provides recurring, on-site sessions to maximize your NICE investment. Conducted by a NICEspecialized consultant, your team gains hands-on experience in a venue that keeps everyone updated on your business flow, process enhancements and procedures. With new information applied immediately in your own environment, Live Training is the most efficient way to train your team members. Live Training keeps your Contact Center optimized through fully customized new hire and refresher training. SPS offers flexible timing increments to ensure your team is always up-to-date. assist SPS by providing value-added support, escalation, product information and learning events to empower your contact center. FOR A FULL LISTING, PLEASE VISIT SPSCOM.COM

8 CLIENT: GLOBAL APPLIANCE MANUFACTURER A US based appliance manufacturer with call center agents located across the globe. Client objectives include: Evaluate current call center platform including business operations. Reliable and competitive solution to support agents at main and remote locations. Real-time and historic reporting capabilities. Resource allocation tools. SPS Contact Center Solution: SPS evaluation and planned roadmap. Upgrade to a Contact Center. Business Analytics to provide contact center management tools that maximize current resources and enable proactive planning for peak times. Intelligent and personalized greetings with up-sell or cross-sell messages. Provide quarterly metrics for overall optimization. Train new staff and management. CLIENT: NATIONAL RETAIL MANUFACTURER A market leader in the food industry with contact center operations located in the US. Client objectives include: Protect company from liability associated with customer service interactions. Better understand staffing needs particularly during peak times. Improve overall quality of service and client satisfaction. SPS Contact Center Solution: NICE recording system installation, including advanced audio analytics provides a liability safety-net for agent assisted calls. Review calls for content, improved customer service and provide agent training examples. Review intelligent call routing structure and analyze metrics on a quarterly basis. Comprehensive business procedure review. First quarter results included better staff utilizations and measurable quality improvement through staff training and procedural enhancements. Ready to Connect with Success? Empower Your Enterprise with SPS. Visit or call for more information. Trade names are property of their respective owners. 3.12

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University.

Cisco Unified Communications and Collaboration technology is changing the way we go about the business of the University. Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able

More information

Enhancing Business Performance Through Innovative Technology Solutions

Enhancing Business Performance Through Innovative Technology Solutions Enhancing Business Performance Through Innovative Technology Solutions Contact Center = Customer Experience FIELD SERVICE Customer Service BACK OFFICE CONTACT CENTER BRANCH OFFICE Help Desk HR Finance

More information

SUSTAINING COMPETITIVE DIFFERENTIATION

SUSTAINING COMPETITIVE DIFFERENTIATION SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec

More information

Cisco Remote Management Services for Financial Services

Cisco Remote Management Services for Financial Services Cisco Remote Management Services for Financial Services The global financial services industry continues to evolve to adjust to a shifting market landscape and increased customer expectations. With demand

More information

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express

Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.

More information

Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service

Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service Software and hardware are only valuable because they work as a system * *Carl Shapiro, Harvard

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

IT Enterprise Services. Capita Collaboration Suite Unified Communications in the Cloud

IT Enterprise Services. Capita Collaboration Suite Unified Communications in the Cloud IT Enterprise Services Capita Collaboration Suite Unified Communications in the Cloud Empower your people to engage and innovate Ready to transform the way you work? Imagine your enterprise truly connected;

More information

Delivering the right contact center solution for your business

Delivering the right contact center solution for your business Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it

More information

OpenScape Contact Center Agile & Enterprise

OpenScape Contact Center Agile & Enterprise OpenScape Contact Center Agile & Enterprise Customer Service Made Simple Siemens Enterprise Communications www.siemens-enterprise.com OpenScape Contact Center Agile & Enterprise Designed to improve first

More information

Helping electronics and high-tech companies improve business performance through better service management and support

Helping electronics and high-tech companies improve business performance through better service management and support Helping electronics and high-tech companies improve business performance through better service management and support Accenture and Oracle Corporation help electronics and high-tech companies improve

More information

Seven ways to boost customer loyalty and profitability through an empowered contact center

Seven ways to boost customer loyalty and profitability through an empowered contact center Seven ways to boost customer loyalty and profitability through an empowered contact center Is your bank using today s communications technology to its full potential? The financial services industry as

More information

EMA Service Catalog Assessment Service

EMA Service Catalog Assessment Service MORE INFORMATION: To learn more about the EMA Service Catalog, please contact the EMA Business Development team at +1.303.543.9500 or enterpriseit@enterprisemanagement.com The IT Service Catalog Aligning

More information

: 71870 ELEANORA LN RANCHO MIRAGE, CA 92270, USA.

: 71870 ELEANORA LN RANCHO MIRAGE, CA 92270, USA. G r o w Y o u r B u s i n e s s, i n c r e a s e y o u r p r o f i t & s a t i s f y y o u r c u s t o m e r s Call Center Services ERA TECH Call Centers helps large and small Business in every industry

More information

NCR BRANCH TRANSFORMATION SOLUTIONS

NCR BRANCH TRANSFORMATION SOLUTIONS NCR BRANCH TRANSFORMATION SOLUTIONS Maximizing the profitability of your branch network Putting the retail back into retail banking PUTTING PROFITABLE, RELATIONSHIP BANKING FIRST AND FOREMOST Your branch

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

More information

Deploy New Technologies Quickly with Cisco Managed Services for Service Providers

Deploy New Technologies Quickly with Cisco Managed Services for Service Providers Solution Overview Deploy New Technologies Quickly with Cisco Managed Services for Service Providers CUSTOMER BENEFITS Cisco Managed Services Deliver a Wide Range of Customer Benefits Up to 50% ROI within

More information

Data Center Infrastructure Management

Data Center Infrastructure Management Data Center Infrastructure Management Helping IT Empower the Business Luis M Burgos, HP Services BDM Arrow, ECS Proactive Care Advanced Presented under Non-Disclosure A New Style of IT Driven by Four New

More information

Infor Human Capital Management Talent DNA that drives your business

Infor Human Capital Management Talent DNA that drives your business Infor Human Capital Management Talent DNA that drives your business 1 Infor Human Capital Management Align your talent DNA and business strategy to achieve real success Accelerate your business with a

More information

IP Contact Center: Realize the Full Business Potential of IP Contact Centers

IP Contact Center: Realize the Full Business Potential of IP Contact Centers IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on

More information

Meet & Exceed Rising Customer Expectations

Meet & Exceed Rising Customer Expectations Infor Customer Relationship Management Meet & Exceed Rising Customer Expectations Manufacturing businesses today need a customer-centric business strategy to survive and thrive. They must increase customer

More information

Services Professional Services for DNA

Services Professional Services for DNA Services Professional Services for DNA Maximize the Value of Your Technology and Resource Investments with the Help of Professional Services Delivered by Industry Specialists Services Optimize the return

More information

CONTACT CENTER PERFORMANCE ASSURED

CONTACT CENTER PERFORMANCE ASSURED CONTACT CENTER PERFORMANCE ASSURED DELIVER CUSTOMER EXPERIENCE WITHOUT COMPROMISE envisioninc.com HISTORY OF INNOVATION It s terrific that these products are on one platform from a single vendor it has

More information

Transforming the Way to Market, Sell and Service

Transforming the Way to Market, Sell and Service Customer Relationship Management (CRM) Transforming the Way to Market, Sell and Service Agenda I. CRM definition and overview II. Getting started with CRM Initiatives 2 1 What is CRM? Customer Relationship

More information

Managed Services Technology Stack

Managed Services Technology Stack Managed Services Technology Stack By George Humphrey, Senior Director, Research, Managed Services, TSIA TECHNOLOGY INSIGHT 1 MANAGED SERVICES TSIA-TI-14-031 December 15, 2014 The Managed Services Technology

More information

SYMANTEC MANAGED SECURITY SERVICES. Superior information security delivered with exceptional value.

SYMANTEC MANAGED SECURITY SERVICES. Superior information security delivered with exceptional value. SYMANTEC MANAGED SECURITY SERVICES Superior information security delivered with exceptional value. A strong security posture starts with a smart business decision. In today s complex enterprise environments,

More information

MORE PROFITABLE SALES STRATEGIES.

MORE PROFITABLE SALES STRATEGIES. 1 MSXI SALES EXCELLENCE SOLUTIONS MORE PROFITABLE SALES STRATEGIES. fueled by challenge. powering success.sm 2 GLOBAL AUTOMOTIVE EXPERTISE. MSXI s Sales Excellence Solutions systematically optimize your

More information

US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS

US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS Whitepaper Eagle Creek Software Services March 2015 Introduction CRM services are shifting from a focus on point solution

More information

Accelerate Your Enterprise Private Cloud Initiative

Accelerate Your Enterprise Private Cloud Initiative Cisco Cloud Comprehensive, enterprise cloud enablement services help you realize a secure, agile, and highly automated infrastructure-as-a-service (IaaS) environment for cost-effective, rapid IT service

More information

Cisco Data Center Optimization Services

Cisco Data Center Optimization Services Cisco Data Center Optimization Services Evolve your data center solutions to support business growth, deliver nextgeneration services, and maintain competitive advantage with Cisco Data Center Optimization

More information

VCE SUPPORT OVERVIEW. Investment Protection and Welcome Peace of Mind

VCE SUPPORT OVERVIEW. Investment Protection and Welcome Peace of Mind vce.com VCE SUPPORT OVERVIEW VCE provides the world s most advanced converged infrastructure, offering unmatched simplicity while delivering the extraordinary efficiency and business agility made possible

More information

Openbravo Services for Partners

Openbravo Services for Partners Openbravo for Partners A pure channel organization devoted to Partner success # Devoted to Partner Success Openbravo for Partners are especially designed to accelerate partners practice towards business

More information

Talent DNA that drives your business

Talent DNA that drives your business Talent DNA that drives your business Align your talent DNA and business strategy to achieve real success Accelerate your business with a strategic HCM solution that turns your human capital investment

More information

Recruitment Process Outsourcing Methodology Statement

Recruitment Process Outsourcing Methodology Statement Recruitment Process Outsourcing Methodology Statement Contents An Overview... 3 Steps To Success The Components of an Outsourced Recruitment Process... 4 Why Use RPO?... 6 Why Consult Group?... 8 About

More information

Remote Management Services Portfolio Overview

Remote Management Services Portfolio Overview Enterprise environments today have various technologies and concerns in their network environment; from telephony, Internet, video, compute, and infrastructure, to regulatory and security management. On

More information

IT & Management Consulting Services

IT & Management Consulting Services 2008 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Excel, Microsoft Dynamics,

More information

How To Manage An Ip Telephony Service For A Business

How To Manage An Ip Telephony Service For A Business Enabling organisations to focus on core revenue generating activities Your business needs reliable, flexible and secure communication tools to enable better connectivity and collaboration with your employees,

More information

Customer Service Analytics: A New Strategy for Customer-centric Enterprises. A Verint Systems White Paper

Customer Service Analytics: A New Strategy for Customer-centric Enterprises. A Verint Systems White Paper Customer Service Analytics: A New Strategy for Customer-centric Enterprises A Verint Systems White Paper Table of Contents The Quest for Affordable, Superior Customer Service.....................................

More information

Driving Customer Experience Excellence

Driving Customer Experience Excellence Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly

More information

About Call Catch. The Vision

About Call Catch. The Vision About Call Catch Call Catch is a leading provider of integrated call recording, call accounting and workforce optimization solutions for enterprises, trading floors, government agencies, and first responders.

More information

Anthony Caragol Gonzalo Escarrá

Anthony Caragol Gonzalo Escarrá Anthony Caragol Gonzalo Escarrá #SWCEvents Agenda SWC Introduction Unified Communications Technology Landscape Introduction of Skype for Business 2015 Demonstration Getting Started About SWC Technology

More information

The Evolving Role of Process Automation and the Customer Service Experience

The Evolving Role of Process Automation and the Customer Service Experience The Evolving Role of Process Automation and the Customer Service Experience Kyle Lyons Managing Director Ponvia Technology Gina Clarkin Product Manager Interactive Intelligence Table of Contents Executive

More information

Improving Inside Sales Production with Automation

Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation A recent Noble Systems survey of Inside Sales Teams revealed that while one-half of the organizations

More information

LivePerson Customer Success Offering

LivePerson Customer Success Offering STRATEGIC LEVEL LivePerson Customer Success Offering Add Digital Engagement Experts to Your Team for Maximum Effectiveness 2015 LivePerson s Customer Success program is well known for its outstanding work

More information

Discover what the power of one service provider can do for your bank.

Discover what the power of one service provider can do for your bank. N C R T O TA L AT M S E RV I C E S Discover what the power of one service provider can do for your bank. NCR TOTAL ATM SERVICES As the most touched point of interaction with customers, your ATM network

More information

Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express

Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.

More information

4net Technologies. Managed Services and Cloud Solutions

4net Technologies. Managed Services and Cloud Solutions 4net Technologies Managed Services and Cloud Solutions Managed Services and Cloud Solutions Managed Services and Cloud Solutions are an opportunity for organisations to bring control to complexity by managing

More information

Workforce Optimization

Workforce Optimization Workforce Optimization What if your organization could improve everything about how it delivers customer service? What if you could serve customers better and more cost effectively while mining valuable

More information

Alcatel-Lucent VitalSuite Performance Management Software for the Enterprise

Alcatel-Lucent VitalSuite Performance Management Software for the Enterprise Alcatel-Lucent VitalSuite Performance Management Software for the Enterprise Monitor, measure and enhance delivery of carrier-class business services across your multi-vendor, multi-service infrastructure

More information

The Broadening of Contact Centers Horizons

The Broadening of Contact Centers Horizons The Broadening of Contact Centers Horizons Genesys One Table of contents Why Contact Centers are the Life Blood of Companies?...1 Your Contact Center and You...1 Mapping the Contact Center of the Future...2

More information

Cisco Network Optimization Service

Cisco Network Optimization Service Service Data Sheet Cisco Network Optimization Service Optimize your network for borderless business evolution and innovation using Cisco expertise and leading practices. New Expanded Smart Analytics Offerings

More information

Unified Communications. ebook

Unified Communications. ebook Unified Communications ebook Unified Communications ebook Chapter 1: Technology Overview Chapter 2: Business Benefits Chapter 3: Top 3 Myths Chapter 4: What Do I Need? Chapter 5: Why World Wide Technology?

More information

Beyond converged networks: driving user productivity through unified communications and collaboration.

Beyond converged networks: driving user productivity through unified communications and collaboration. Unified communications and collaboration solutions White paper April 2007 Beyond converged networks: driving user productivity through unified communications and collaboration. Page 2 Contents 2 Executive

More information

Extreme Networks Solutions for Microsoft Skype for Business Deployments SOLUTION BRIEF

Extreme Networks Solutions for Microsoft Skype for Business Deployments SOLUTION BRIEF Extreme Networks Solutions for Microsoft Skype for Business Deployments SOLUTION BRIEF EXTREME NETWORKS SOLUTION BRIEF Extreme Networks Automated Quality of Service and Analytics Solution for Microsoft

More information

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and

More information

Unlocking the opportunity with Decision Analytics

Unlocking the opportunity with Decision Analytics Unlocking the opportunity with Decision Analytics Not so long ago, most companies could be successful by simply focusing on fundamentals: building a loyal customer base through superior products and services.

More information

BT Contact Centre Efficiency Quick Start Service

BT Contact Centre Efficiency Quick Start Service BT Contact Centre Efficiency Quick Start Service The BT Contact Centre Efficiency (CCE) Quick Start service enables organisations to understand how efficiently their contact centres are performing. It

More information

Address IT costs and streamline operations with IBM service desk and asset management.

Address IT costs and streamline operations with IBM service desk and asset management. Asset management and service desk solutions To support your IT objectives Address IT costs and streamline operations with IBM service desk and asset management. Highlights Help improve the value of IT

More information

How do you manage the growing complexity of software development? Is your software development organization as responsive to your business needs as

How do you manage the growing complexity of software development? Is your software development organization as responsive to your business needs as How do you manage the growing complexity of software development? Is your software development organization as responsive to your business needs as it could be? Borland Core SDP enables your IT organization

More information

Best-In-Class HR, Benefits, and Payroll Solutions for the Public Sector. trusted efficient responsive best practices

Best-In-Class HR, Benefits, and Payroll Solutions for the Public Sector. trusted efficient responsive best practices Best-In-Class HR, Benefits, and Payroll Solutions for the Public Sector trusted efficient responsive best practices The ADP Advantage Best practices are critical when you are challenged to do more with

More information

Smiles on Hold: How Intelligent Customer Routing Turns Wait into Wow!

Smiles on Hold: How Intelligent Customer Routing Turns Wait into Wow! Smiles on Hold: How Intelligent Customer Routing Turns Wait into Wow! Table of Contents Section 1: Intelligent Customer Routing and the Excellent Customer Experience... 2 Section 2: Intelligent Customer

More information

Your asset is your business. The more challenging the economy, the more valuable the asset becomes. Decisions are magnified. Risk is amplified.

Your asset is your business. The more challenging the economy, the more valuable the asset becomes. Decisions are magnified. Risk is amplified. Asset management Your asset is your business. The more challenging the economy, the more valuable the asset becomes. Decisions are magnified. Risk is amplified. Data is about more than numbers. It tells

More information

Transform Customer Experience through Contact Center Modernization

Transform Customer Experience through Contact Center Modernization Cognizant Healthcare Solution Overview Transform Customer Experience through Contact Center Modernization Improve customer experience and reduce costs with next-generation contact center services Health

More information

Customer Interaction Solutions

Customer Interaction Solutions Customer Interaction Solutions Customer Interaction competence is at the heart of every successful organization. Today, Pro-active Customer Management Is Essential Whenever a customer interacts with your

More information

Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0

Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Contents MITEL PROFESSIONAL SERVICES DELIVERY METHODOLOGY... 2 CUSTOMER NEEDS... 2 ENGAGING

More information

Change is Good. By K. Yates. Figure 1: Why converged communications matters. IT/Telecom used to generate Enterprise top line growth

Change is Good. By K. Yates. Figure 1: Why converged communications matters. IT/Telecom used to generate Enterprise top line growth Change is Good By K. Yates The past 10 to 15 years have seen a shift in how executives view IT/telecom infrastructure. In the 1990s, executives managed IT/telecom to reduce its cost; in the early to mid-2000s,

More information

- 2013 FINANCIAL INDUSTRY TRENDS REPORT - Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank s Customer Service Strategy

- 2013 FINANCIAL INDUSTRY TRENDS REPORT - Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank s Customer Service Strategy Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank s Customer Service Strategy Financial institutions must take action to adapt to a post-crisis era. Banks and credit unions face

More information

SAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview

SAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview Solution Overview SAP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT AS A BUSINESS STRATEGY IS CHANGING 2 With SAP CRM, we optimized our sales resources, reduced administrative costs,

More information

Date: May 1, 2009. Unified Communications Strategic Planning

Date: May 1, 2009. Unified Communications Strategic Planning Date: May 1, 2009 Unified Communications Strategic Planning Date: January, 2012 Table Of Contents 1. Executive Overview... 2 2. Strategic Planning Tool... 3 3. Identify Communication Requirements... 4

More information

Course Descriptions for the Business Management Program

Course Descriptions for the Business Management Program Course Descriptions for the Business Management Program Upon completion of two quarters, students will earn a Professional Certificate in Business Management with a specialization in a chosen area: HR,

More information

eircom unified communications solutions giving your teams the power to deliver

eircom unified communications solutions giving your teams the power to deliver eircom unified communications solutions giving your teams the power to deliver In a fast-moving world, information is power Business today moves fast: If your teams can t easily access the right resources

More information

Service Suite for Communications Mobile workforce management solutions

Service Suite for Communications Mobile workforce management solutions Service Suite for Communications Mobile workforce management solutions No other mobile workforce management provider knows the communications industry like ABB. That s why ABB has become one of the leading

More information

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER

GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER A STEP-BY-STEP PRIMER TO HELP YOU SELECT THE RIGHT SOLUTION FOR YOUR SMALL TO MIDSIZE BUSINESS GUIDE TO PURCHASING THE RIGHT PHONE SYSTEM FOR YOUR

More information

ABSTRACT. 2016 Workforce Management Product and Market Report

ABSTRACT. 2016 Workforce Management Product and Market Report ABSTRACT 2016 Workforce Management Product and Market Report 1 DMG Consulting s 9th annual Workforce Management Product and Market Report provides the most thorough and detailed overage of this technology

More information

PREMIER SERVICES MAXIMIZE PERFORMANCE AND REDUCE RISK

PREMIER SERVICES MAXIMIZE PERFORMANCE AND REDUCE RISK MAXIMIZE PERFORMANCE AND REDUCE RISK 1 BROCHURE COMPLEXITIES IN MISSION CRITICAL SYSTEMS CONTINUE TO INCREASE Mission critical communications systems have become increasingly complex as more features and

More information

TEAM WORKFLOW MANAGEMENT SYSTEM

TEAM WORKFLOW MANAGEMENT SYSTEM TEAM WORKFLOW MANAGEMENT SYSTEM TEAM Workflow Management Small and Medium businesses are the builders, of any rising economy, they share more than 90% of GDP worldwide, Enhancement of internal business

More information

Seven ways to boost customer loyalty and profitability through an empowered contact center

Seven ways to boost customer loyalty and profitability through an empowered contact center Seven ways to boost customer loyalty and profitability through an empowered contact center Is your bank using today s communications technology to its full potential? Table of Contents Differentiate the

More information

NICE Systems and Avaya provide businesses with Insight from Interactions

NICE Systems and Avaya provide businesses with Insight from Interactions IP Telephony Contact Centers Mobility Services OVERVIEW NICE Systems and Avaya provide businesses with Insight from Interactions Supports Avaya Communication Manager Application Enablement Services (AES)

More information

Service assurance for communications service providers White paper. Improve service quality and enhance the customer experience.

Service assurance for communications service providers White paper. Improve service quality and enhance the customer experience. Service assurance for communications service providers White paper Improve service quality and enhance the customer experience. December 2007 2 Contents 2 Overview 2 Move to a competitive business model

More information

Contact Center Trends and Future

Contact Center Trends and Future Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated

More information

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

Five Secrets to Contact Center E-learning and Coaching Success

Five Secrets to Contact Center E-learning and Coaching Success Five Secrets to Contact Center E-learning and Coaching Success A Guide to Best Practices An Ovum White Paper sponsored by Publication Date: August 2010 INTRODUCTION Training tools are valuable to contact

More information

ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS

ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS RESEARCH NOTE February 2015 ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS THE BOTTOM LINE Organizations are increasingly challenged to deliver higher quality, more consistent

More information

DELIVERING EXCEPTIONAL CUSTOMER CARE

DELIVERING EXCEPTIONAL CUSTOMER CARE REAL WORLD SCENARIOS Volume 1 Cases 1-4 DELIVERING EXCEPTIONAL CUSTOMER CARE WINNING THE HEARTS OF YOUR CUSTOMERS BUILDing THE FOUNDATION STREAMLINing SUPPORT CASES GAINing A COMPETITIVE ADVANTAGE knowing

More information

How to choose the best CRM implementation partner for your call center

How to choose the best CRM implementation partner for your call center WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel

More information

Network Health Framework: A Proactive Approach

Network Health Framework: A Proactive Approach Network Health Framework: A Proactive Approach Cisco Services Solution Improves Network Health with Preemptive Practices: Analyses, Action Plans, and Remediation. Abstract Service Providers (SPs) today

More information

CONVERGEONE + INTERACTIVE INTELLIGENCE

CONVERGEONE + INTERACTIVE INTELLIGENCE CONVERGEONE + INTERACTIVE INTELLIGENCE Fusing People, Technology, and Strategy OUR COMPANY We are a Platinum Elite partner As a leading global provider of best-in-class communications solutions and services,

More information

Anthony Caragol Lync MVP. Gonzalo Escarrá Lync Technical Lead

Anthony Caragol Lync MVP. Gonzalo Escarrá Lync Technical Lead Anthony Caragol Lync MVP Gonzalo Escarrá Lync Technical Lead Agenda SWC Introduction Unified Communications Technology Landscape Introduction of Lync 2013 Demonstration Skype for Business Getting Started

More information

Maximize potential with services Efficient managed reconciliation service

Maximize potential with services Efficient managed reconciliation service RECONCILIATION IntelliMatch Operational Control services Optimize. PRODUCT SHEET Maximize potential with services Efficient managed reconciliation service Overview At its best, technology provides financial

More information

Finding the Right ERP to Your Business IMAGERY

Finding the Right ERP to Your Business IMAGERY IMAGERY The imagery for this campaign will consist largely of handmade Finding the Right ERP to Your Business Welcome to the Microsoft Dynamics ERP Discovery Guide, a guide designed to help you assess

More information

Professional Services

Professional Services Professional Services convergence portfolio of services Introduction Today, the mission of the convergence team is to continually evaluate emerging technologies, evolve our skill sets and offerings, and

More information

MUST-HAVE. IoT Capabilities for Manufacturers

MUST-HAVE. IoT Capabilities for Manufacturers MUST-HAVE IoT Capabilities for Manufacturers You ve connected your products to the Internet, but that s just the start. Manufacturers can boost their strategy around four critical capabilities, according

More information

IBM and the IT Infrastructure Library.

IBM and the IT Infrastructure Library. IBM Global Services September 2004 IBM and the IT Infrastructure Library. How IBM supports ITIL and provides ITIL-based capabilities and solutions Page No. 2 Contents ITIL Planning for Service 2 Executive

More information

DELIVERED WITH LOGIC.

DELIVERED WITH LOGIC. DELIVERED WITH LO. MANAGE YOUR BUSINESS, DRIVE GROWTH, AND ADAPT TO CHANGE Delivered with Logic. ogic. ogic, Inc. is a SAP Business ByDesign master valueadded reseller and solution and implementation partner.

More information

Improving Financial Advisor Productivity through Automation

Improving Financial Advisor Productivity through Automation Wealth Managment the way we see it Improving Financial Advisor Productivity through Automation How wealth management firms are embracing change by developing next generation advisor platforms Contents

More information

Thriving in the New Normal for Tax Administration

Thriving in the New Normal for Tax Administration Experience the commitment ISSUE PAPER Thriving in the New Normal for Tax Administration This paper discusses how tax agencies can identify specific revenue collection initiatives and begin to build the

More information

ENTERPRISE MANAGEMENT AND SUPPORT IN THE TELECOMMUNICATIONS INDUSTRY

ENTERPRISE MANAGEMENT AND SUPPORT IN THE TELECOMMUNICATIONS INDUSTRY ENTERPRISE MANAGEMENT AND SUPPORT IN THE TELECOMMUNICATIONS INDUSTRY The Telecommunications Industry Companies in the telecommunications industry face a number of challenges as market saturation, slow

More information

OpenScape Contact Center Agile & Enterprise. Customer Service Made Simple.

OpenScape Contact Center Agile & Enterprise. Customer Service Made Simple. OpenScape Contact Center Agile & Enterprise Customer Service Made Simple. Serving your Customers, Building your Business. It could be your greatest asset, or your biggest weakness. Is your contact center

More information

Understanding the Benefits of Unified Communications

Understanding the Benefits of Unified Communications Understanding the Benefits of Unified Communications Overview Increasing operating efficiencies is more important than ever in today s business. Competitive pressures force organizations to improve processes

More information