Dial Interactive Professional Services
Assessment is an unbiased analysis across the interrelated areas of Contact centers. A DI assessment identifies labor and technology cost savings, methods for maximizing efficiencies and utilization improvements. An assessment may include one or two specific areas or the entire contact center environment (i.e. strategy, operations, technology, disaster recovery, workforce management, quality monitoring/recording, reporting). During an assessment DI identifies areas of strength that need to be leveraged, identifies pain points that need to be alleviated, reviews benchmarks, processes/practices and documents assessment findings. DI tailors recommendations to the unique needs, culture and environment of each client in order to improve sales, reduce costs, increase efficiencies, increase agent and technology utilization, improve competitive positioning, increase employee and customer satisfaction and improve the overall customer experience.
Business Case/ROI Analysis is the study of costs and benefits associated with adding contact center resources and or technology (i.e. network, hardware, software). DI develops conceptual solutions and designs with recommendations on how to better utilize existing technology and/or how implement the most cost effective solutions. Recommendations are backed by quantifiable results and cost justification for securing budgetary approval for capital/operational investments.
Contact Center Scripting, Configuration and Integration is the analysis of the contact routing environment to ensure that application scripts and system configurations are correct and optimized. The DI analysis may include voice and data networks, dialed numbers, routing, load balancing, contact types, translation routes, self-service, speech recognition, computer telephony, scripts, call flows, business logic, skill group assignment, contact center design preparation, design modifications, scripting and configuration. Activities involve developing scripts, business rules, assigning queues, self-service/speech call flow development, establishing skill groups, agents and extensions, computer telephony solutions (screen pop, softphone) integration (i.e. IVR, call routing, CTI, multi-channels, workforce management, quality monitoring/recording, outbound, remote agent, reporting, middleware, databases, etc.) developing test plans, cutover planning and baseline testing.
Contact Center Process Redesign (i.e. IVR, Remote Agent, Outbound) is the documentation of current end-to-end processes and mapping of those processes to identify ineffective/inefficient steps in a contact center. DI’s redesign project concludes with recommendations that typically result in immediately increasing revenue, decreasing costs, increasing productivity and improving the overall customer experience.
Self Service Call Flow/IVR Re-engineering is the analysis of self-service contact flows and application tune-ups. Well-tuned self-service applications can result in millions of dollars per year in savings, and lead to improved self-service completion percentages, happier customers, and a happy CFO. DI's approach and re-engineering methodology includes an analysis of call flows, applications, technology, overall business processes and comprehensive recommendations for call flow/IVR improvements.
Custom Report Development and Analytics is the review of current reports, data sources, reporting needs, analysis, design and development of custom reports. DI then works with stakeholders to design and develop custom reports that can be used for strategic insight and for managing the day to day business activities. DI consultants have experience working with all major reporting solutions (WebView, Crystal, InfoMaker Interaction Center, Info Mart, AT&T BusinessDirect, Crystal and more.
Workforce Management Review is the analysis of Workforce Management (WFM) technologies and processes including call forecasting, scheduling, and intra-day adherence. DI’s services cover the inter-related areas that are key to workforce efficiency. The evaluation includes interviews and analysis of the WFM operation, assessment of processes and data (i.e. performance measures and results) and systems (i.e. applications, technology, reporting). It concludes with actionable recommendations to help reduce labor costs; improve employee satisfaction and better manage peaks and valleys of busy hours.
Technology RFP Management is the end-to-end management of the customer RFP process and includes initial conceptual design, vendor selection, weighted decision matrix, price comparisons, and other critical items. DI performs a requirements review and the information acquired is transformed into a comprehensive RFP. The RFP is sent to vendors qualified to meet the overall business requirements, DI reviews and compiles RFP responses, populates a feature-weighted grid by vendor and participates with the customer in the final presentation made by the top vendors.
Testing - Performance Monitoring is testing and monitoring of the end-to-end availability and performance of contact center voice processing systems, toll free, toll fee, local, remote call forwarding numbers and other telephone-related services. DI places calls into a production phone system every 5 minutes to as infrequently as desired (i.e. once a month) and provides test results in a weekly report (or more or less frequently if required). DI makes digital audio recordings of the test calls and provides .wav files of these recordings via e-mail, as well as online. Testing concludes with an evaluation of findings, gap analysis and remediation recommendations that include quick hits, short-term and long-term recommendations. Monitoring is also available to test Web systems.
Testing – Load/Stress Testing services include performing several iterations of testing in order to simulate peak historical traffic volumes (ranging from a few simultaneous calls to > 1000 simultaneous calls). During load/stress testing, the DI team develops high-level views of end-to-end calls (i.e. greetings, access to account information, call routing functions, screen pop functions, response times) with or without agent interaction; and includes call routing, IVR and screen pop solutions. Testing concludes with an evaluation of findings, gap analysis and remediation recommendations that include quick hits, short-term and long-term recommendations.
Telecom Expense Management Services (TEM) is the process of working with leading TEM solutions and providing unbiased TEM consulting services. DI TEM services may include business process analysis, contract negotiation/sourcing, inventory build, historical audit, invoice management/audit cost allocation, dispute management, inventory management, inventory/asset reporting and ad-hoc reporting.
Post Implementation Services are provided to help clients manage the difficult period of adjustment after the implementation of a new solution (i.e. network, hardware, software, business application). DI provides services to augment existing customer staff (Technical Support Services) or as a Project-based Solution. Services may include mentoring/training, scripting, technical writing, remote administration, application “tweaking”, and remote support agreements (short-term or long-term, i.e. annual).
Technical Support Services (Staff Augmentation) are typically provided to support existing, complex contact center environments integrated with multiple technologies (i.e. Aspect, Avaya/Nortel, Cisco Genesys, IBM WebSphere/DirectTalk, Interactive Intelligence, Intervoice Brite/Edify, NEC, NICE, Nortel, Periphonics, Nuance/BeVocal, RiverStar, Rockwell, Siemens, Syntellect, Verint/Witness, etc.). Contact center services range from planning, design/development, scripting, configuration, integration, reporting, implementation, database administration, project management, maintenance, etc.