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White Papers: Return On Investment for CTI Applications (PDF) - By implementing CTI average industry savings may range between 15-30%. However, this type of information is frequently not sufficient for gaining funding. A more appropriate approach is to take a detailed look at what CTI will accomplish in your specific environment. DI will assist you with this endeavor by auditing actual ACD reports, performing time and motion studies, and leading other key data collection methods. This approach provides a much more reliable method for demonstrating the full value of CTI and therefore has a greater chance at winning budget approval. A typical project make take 2-6 weeks depending on the complexity of your environment the depth and breadth of financial detail required. Case Study on Web Self Service (PDF) - Web self service and IVR integration at its best, a survey tool that enables you to get feedback from 100% of your audience, by phone and by the Internet! The customer, Fox News, needed to create instant surveys 7X24 for breaking news events. However, the process of creating the surveys based on complexity and input from account managers and programming resources and capturing the results could take up to a week - which made it difficult to get real-time opinions from viewers. A solution was developed to address these key issues. The solution included a Web-based, self-service IVR application with Web reporting. The solution required no human intervention and the TV stations were able to deploy a survey within 10 minutes - at a fraction of the cost of the traditional method. The solution was fast, convenient, accurate, easy, immediate and affordable! DI will also work with you to develop Web self-service and IVR integration applications that address your business needs. Speech Recognition: Is It Right For Your Customers? (PDF) - Speech recognition is not a new feature in the world of IVR systems but what about "high quality speech recognition"? We have all experienced the early attempts at automating a live agent transaction. These early adoptions of the technology left many customers wondering why anyone would choose to talk to a machine rather than a live agent. Well, the technology has certainly grown up in the last few years and speech technology is now acceptable in even the toughest customer service situations - but their are many providers and options to consider. Natural Language speech recognition applications have been successfully deployed in many situations especially in the financial and travel industries. These applications allow the caller to interact with the system very naturally as if they were talking to a live agent. If properly “tuned” these applications can provide high quality customer service especially for routine, highly repetitive transactions such as account balances. DI will help you cost justify a decision to implement speech and will help you implement a new solution or "tune" your existing applications. Cisco Web Collaboration Case Study (PDF) - The Lands’ End story begins and ends with its customers. Known for its commitment to customer service, the catalog and online retailer has been known to go to extremes to benefit shoppers: the company will accept any return for any reason; it ships orders almost immediately after receiving them; and, perhaps most extraordinary, early in its history Lands’ End moved to the little town of Dodgeville in rural Wisconsin, employing local community members to provide its shoppers with the friendliest customer service available. The corporate philosophy is simple: Lands’ End believes that what is best for its customers is best for the company. In the fast-paced, competitive retail arena, this commitment to customer service has enabled Lands’ End to maintain its industry leadership. DI will also assist you in the development of a Web Collaboration solution specific for your needs. Cisco Intelligent Contact Manager and Collaboration Server (PDF) - The health insurance industry is not generally regarded as being on the cutting edge of technology due to the fact that manual labor–and–paper–intensive processes are still the norm. But there is one health insurance provider who recognizes the issues associated with this archaic business model and who committed to Web-enabling its environment; Empire BlueCross BlueShield. The contact routing and Web-enablement solution developed for Empire included Web-based customer interaction technologies which provided customers with an exceptional Web experience, resulting in increased efficiencies, reductions in costs and improvements in customer satisfaction. DI will work with you to develop a solution that provides your company with these same types of benefits. |
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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
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