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Centers of Excellence: Improving Call Center IVR Best Practices
CSI Centers of Excellence represents powerful and repeatable shared IVR processes and applications that have been implemented across many vertical markets to optimize our clients' contact automation and save them money. By developing, monitoring, and continuously improving hundreds of IVR applications, we give our clients the confidence that even the slightest improvements in contact automation can save them millions of dollars. Through the six Centers, we are able to demonstrate to our clients an understanding and appreciation of contact center automation that they will never be able to achieve on their own.
The Six Centers of Excellence are:
Through the six Centers, Contact Solutions delivers the following to our clients to lower costs
and improve customer satisfaction:
- Lifecycle view of the IVR
- True enterprise integrated contact automation strategy
- Strategic approach to improving business performance
- Endless focus on the IVRs we build for our clients.
- QA process that tracks and evaluates call flow through the IVR
- Process to ensure optimally tuned IVRs
Our project managers are focused exclusively on your shared IVRs which frees up your IT staff to focus on other core contact center technologies. Our mission and our client's missions are aligned, since we make our money as the automation increases, and our clients save money as the automation increases. Usage-based pricing means more predictable costs which makes our clients more competitive when pursuing new business.
We are continuously improving the applications in order to increase containment and save contact center costs. In some cases, we've revised the application numerous times to continue to improve the caller experience and contact automation value. All equipment is provided by CSI which eliminates your capital expenditures. Our data centers are fully redundant and geographically dispersed, which eliminates disaster recovery concerns. This also guarantees improved availability and higher service levels.
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