Contact center optimization

• Improve efficiency and effectiveness of contact center operations
• Design and implement a contact center model that delivers a superior customer experience
• Achieve reasonable cost-to-serve, through consistent approaches to dealing with customers across all contact center's channels (phone, Web, IDTV / kiosk, mobile access, etc.)

Our customer relationship management services include a full range of contact center optimization services, including:

• Contact center strategy-Helps formulate contact center strategies that support their overall business vision and leverage the contact center as a competitive differentiator.
• Contact center consolidation strategy-Helps formulate consolidation efforts. It strategically sequences a definitive course for the organization, and helps to ensure overall implementation success.
• Contact center diagnostic-Helps clients determine the gap between where their contact center and delivery channel operations and capabilities are today, and where they need to be in the future.
• Self service assessment-Helps our clients determine the most effective use of web-enabled technologies to support their contact center business needs.
• Telephony integration assessment-Leverages both IBM and third-party technology infrastructure to automate contact center activities. Solution components include:
  • IVR
  • CTI
  • IPCC
  • Voice portals
  • Voice recognition

The potential benefits of contact center optimization services include:

• Rationalized and optimized customer-care assets that reduce cost of care
• Migration of lower-value customers and transactions to lower-cost media/channels (IVR, Web, e-mail)
• Consolidated and standardized care processes and infrastructure.

• IBM/TeleTech/RightNow Smarter Contact Center Presentation (12,6MB)
• IBM/TeleTech/RightNow Smarter Contact Center Fact Sheet (714KB)
• IBM/TeleTech/RightNow Smarter Contact Center Demo (7.4MB)
• Taking Social Media Public: Social Media for Successful Citizen Relationship Management (1,31MB)

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