Company Profile

Dial Interactive (DI) provides those “hard to find” solutions that can take your contact center to the next level. Dial Interactive consultants are experts at extracting additional value out of key contact center processes and technologies.  Often times our recommendations can be implemented with little or no additional capital expense. 

Our solutions range from simple call flow “tune-ups” to comprehensive contact center assessments to development of IVR applications. Dial Interactive can quickly provide improvements that pay immediate results to your business’s bottom line.

Contact Center Solutions Include:

Contact Center Assessment (PDF) - Analyzes the current state of your contact center and makes recommendations on process and technology improvements.

CTI/IVR Business Case Analysis (PDF) - Analyzes costs and benefits associated with adding technology solutions to your existing contact centers.

Call Flow/IVR Re-engineering (PDF) - Assessment and thorough review of contact flows and re-engineering of application.

Technology RFP Management (PDF) - Complete management of RFP process including initial conceptual design, vendor selection, decision matrix, price comparisons, and other critical items.

Quality Monitoring RFP (PDF) -  Complete management of RFP process including initial conceptual design, vendor selection, decision matrix, price comparisons, and other critical items.

Reporting Assessment (PDF) - Assessment of reporting environment, data sources, reporting systems and reporting recipients' requirements. 

Workforce Management (PDF) - Analyzes workforce management needs including technology and processes regarding call forecasting, scheduling, and intra-day adherence to schedules.

Purdue University Contact Center Bench Marking (PDF) - Conducts benchmarking studies on your contact center (Certified by Purdue University).  

Cisco Contact Center Solutions Include:

ICM/IPCC Custom Reporting-(PDF) - Analyzes reporting needs and develops custom reports. If you have implemented the Cisco ICM or IPCC products and you require additional custom reporting, DI can help your company get the most out of the WebView reporting system. 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. 

IPCC Enterprise Contact Center Designs -Develops requirements, designs and implements IPCC solutions.  The DI team has been designing IPCC solution since IPCC 4.62 and has experience integrating with Nortel, Avaya, Mosaic and other industry telephony leaders.

IPCC Outbound Dialing Solutions - Develops requirements, designs and implements IPCC Outbound Dialing Solutions.  DI will assist you in maximizing your existing IPCC solution by adding the Cisco Blended Agent Outbound Dialing feature. The predictive dialing feature will give you a 200 % labor improvement. The average pay back period on a dialer can be seen in the 3-6 month time frame.  DI will also assist you with agent scripting solutions.

ICM/ IPCC Audits  - Conducts audits of Cisco ICM/ IPCC contact center environments to ensure that all application scripting and system configurations are correct and optimized.