|
|
 |
|
 |
|
|
ComSci has extensive knowledge of, and experience with, Contact Center systems and services. We have helped many clients clearly identify their Contact Center needs, and then design, select and implement the best possible systems and processes for meeting those needs. Some of the applications that we have addressed include customer service, reservations, order entry, information distribution, and inquiry systems. Assignments have been performed in the insurance, financial services, retail catalog, utility, manufacturing, professional, education, and lodging industries.
We have also helped many firms to re-think how they use their current systems. We help our clients to take better advantage of their existing technology assets by exploiting all of their systems' capabilities. Our work often includes the re-design of call flows, but also addresses reporting, as well as functional, procedural, and organizational issues.
Our experience spans many different systems and applications, including single-site and multi-site installations, standalone and PBX-integrated systems, Interactive Voice Response (IVR) systems and applications, Computer Telephony Integration (CTI) links and applications, messaging and web interfaces, and customized reporting systems.
Specific project responsibilities that ComSci addresses include comprehensive needs analysis (short and long-term), system design or re-design (e.g., call flows; agent groups, skills, and priorities; announcements; queue choices; supervisor and agent features; use of IVR; web and messaging interaction), IVR design and scripting, RFP development, analysis and evaluation of system bids, contract negotiations, project management of implementations, customized report design, and analysis of procedural and organizational Contact Center issues.
Whether you're looking to add new systems, or maximize the value of your existing systems, look to ComSci to resolve your Contact Center problems.
|
|
|
|
