Contact Center Assessment (PDF) - Analyzes the current state of your contact center and makes recommendations for operational and technology improvements. An assessment is customized based on your needs, it can examine one or more areas or every area of your operations including strategy, human resources, call drivers, call management, customer experience, staffing, use of technology, reporting, etc.. Our consulting teams identify your center’s strengths as well as potential problem areas.  Our assessment concludes with business case data for phased and prioritized recommendations (immediate, short-term and long-term). 

Business Case Analysis (PDF) - Analyzes the costs and benefits associated with adding technology (i.e. CTI, IVR, etc.) to your contact centers. The DI Business Case and ROI Analysis is an invaluable asset when making a critical technology decision.  DI’s fees for the ROI Analysis will pay for itself with added savings. DI will develop the conceptual solution and design with options on how to implement a cost effective solution. The overall analysis will include a high-level technology assessment, requirements analysis, interviews, time motions studies for agent productivity improvements and other methods to identify actual business requirements. The analysis concludes with specific recommendations backed by quantifiable results. 

Technology RFP Management (PDF),  Quality Monitoring RFP (PDF)- Complete management of the RFP process including initial conceptual design, vendor selection, decision matrix, price comparisons, and other critical items. The DI RFP assessment is an invaluable asset to have when making a critical technology decision. The process includes a technology assessment, requirements analysis, interviews, and other methods to identify actual business requirements. Information acquired from the assessment process will be transformed into a comprehensive RFP. The RFP will only be sent to vendors qualified to meet the overall business requirements.  DI will compile the RFP responses, populate a feature-weighted grid by vendor and will participate in the final presentation made by the top vendors.

In addition, DI will structure a contract that will reduce the risk of change orders that are always involved in any capital expenditure project. DI will also work with your staff through the implementation phase to ensure that all the features and functions listed in the detailed RFP are installed correctly. 

Reporting Assessment (PDF) - Assessment of current reports, data sources and reporting needs across the organization. Additionally, DI will design and develop custom reports (i.e. if you have Cisco ICM or IPCC products DI can help your company get the most out of the WebView reporting system). The DI team has a full understanding of the Cisco ICM/IPCC data base schema all the way back to ICM 4.1 and Sybase InfoMaker 7.0. With DI Custom WebView reports we will work with your management on their current business drivers to improve call completion rate and call resolution. Enhanced custom reporting assists management in making timely decisions relating to call volumes and ‘why customers are calling’. DI’s approach is based on years of Cisco IP, IPCC and contact center consulting experience using proven methodologies. 

Workforce Management (PDF) - Analyzes WFM technologies and processes including call forecasting, scheduling, and intra-day adherence to schedules. Our consultants have worked with all major WFM systems (IEX, Aspect TCS, Blue Pumpkin, Pipkins). Work Force Management (WFM) is critical to today’s customer service centers.

An out of tune workforce can result in millions of dollars per year in additional cost by not having enough employees or having too many employees and resulting in idle time or SLA penalties. The WFM Control Center is one of the most important groups within a contact center environment. This group has a direct impact on service levels within a center or across multiple centers. DI's review will involve interviews of the WFM staff, processes and systems, technology, reporting systems, performance data, interviews of agents and managers, etc. DI will define roles of the WFM personnel and mentor employees on forecasting call volumes by half hour interval, creating accurate schedules, monitoring adherence and on how to implement changes.  Our analysis will conclude with specific recommendations backed by quantifiable improvement estimates. 

Call Flow/IVR Re-engineering (PDF) - Analyzes contact flows and conducts tune-ups of applications. Well-tuned applications can result in millions of dollars per year in savings, and will  lead to improved completion percentages in the IVR, happier customers, and a happy CFO.  DI’s unique assessment and re-engineering methodology analyzes call flows, applications, technology and overall business processes. The review will include a technology assessment, performance data analysis, customer satisfaction surveys, live monitoring, interviews of agents/managers/customers, and many other methods to identify improvement areas.  Our consultants have worked with hundreds of IVR applications and know by experience what works best. Assessments conclude with specific recommendations backed by quantifiable improvement estimates.  As an added service DI will provide a well documented process and assist you with patent application needs.

Remote Contact Center Agent (PDF) - The Remote Agent Solution ("CCAnyplace") was designed to allow your employees to connect virtually to a contact center telephone switch or ACD from anywhere. CCAnyplace allows you to have people working productively from a remote location or home in 30 minutes or less. The engineering team that developed the solution is made up of contact center experts who have designed and implemented contact centers and CTI solutions for Fortune 500 companies around the world.

The CCAnyplace remote agent solution consists of a Soft Phone and CTI Screen POP that will work off of an IP connection or an analog phone connection for your remote based workers. The CCAnyplace solution is built on 2 basic concepts: to provide a simple and inexpensive remote agent capability. The solution 1) allows employees to answer and place calls from a remote location other than the main corporate office 2) allows agents to answer and place phone calls as if they were located in your contact center.  The solution can be deployed and agents  can be taking calls within 30 minutes or less. No special equipment is required at the remote agent home, an existing phone line at home will work, broadband Internet connection is NOT required.

Services include: Call Center Consulting, Call Routing, Nortel, Avaya, Cisco Custom Reporting, WebView, IPCC, ICM, IVR, IP- IVR, Call Manager, InfoMaker, Crystal Report, IVR, Voice Recognition, ACD, RFP, CTI, Predictive Dialing, Benchmark, Call Routing, Quality Monitoring, Business Case, ROI

Send mail to info@dialinteractive.com with questions or comments about this web site.
Copyright © 2006 Dial Interactive