Contact Centre Consulting Services

Since 1997 our Contact Centre Practice (CCP) specialists have continued to build experience in the design, deployment and management of simple to complex contact centre solutions.

The CCP focuses on business and technology consulting to enhance your customer experience while helping you manage costs and contact centre revenue generation (where applicable).

The CCP has a diverse range of skills and expertise, alongside a proven track record, in the delivery of traditional Time-Division Multiplexing (TDM) and Internet Protocol (IP) contact centre solutions, including the integration of back end databases and legacy systems. This experience enables our customers to leverage the market intelligence and knowledge that only comes with hands on engagement and management.

Often customers understand they have challenges in their call or contact centres, but it is difficult to clearly document the issues, when often there can be many. The CCP has significant expertise and experience to assist you in identifying major contact or call centre issues, whether you seek to make improvements, or if you require assistance to address the issues, we have the skills to help you with this.

Benefits:

Extensive understanding in call delivery from the Public Switched Telephone Network (PSTN) to the Customer Service Representitive (CSR).
Experience in contact routing optimisation and application integration.
Ensuring you plan for high availability of contact centre specialists.
Alphawest is a member of the Cisco Contact Centre Business Unit (CCBU) International Board of Advisers (BoA).
Consulting from true pre-routing at the carrier core to hosted and enterprise solutions.
'Real time' end-to-end call management, monitoring and reporting from the network to the agent providing a rich data set of reports, key to meeting the needs of your business people and senior management.

Features:

To ensure all issues have been properly identified and documented, in the form of preparing a requirements document, most contact centre engagements lead with a consultancy engagement. It is often a large investment and requires an experienced specialist consultant to distill the organisations strategy into an effective contact centre strategy.

Our strategy and recommendations are designed to meet both today's and tomorrow's customer demands, providing you with a differentiated marketing position to help this translate to increased revenues.

Published Date: December 11, 2007
Printed from http://www.alphawest.com.au/page/Capabilities/Business_Communications/Contact_Centres/Contact_Centres/
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T: 1300 788 410 ABN: 49 009 196 347