Avacs implementation and installation services
Many companies either have their own call center for taking customer service and support calls or employ an outside service for handling customer communication. Like many other industries, call centers increasingly rely on advanced technology for effective operations. Knowing the terms associated with call center technology is important when working with call center consultants so you can gain an understanding of the services they offer.
Avacs implementation methodology is organized around key terms in Call/contact centre industry, therefore it is best understood when we walk our clients through those key areas.
Avacs, with partners is maintaining capability to implement any of the solution and products in portfolio.
Call center / Contact centre
A call center, also referred to as a contact center, is a location where a company receives inbound calls for customer service or support or makes outgoing calls. Outgoing calls may serve several purposes, including advertising, service announcements or market research surveys. Call center consultants may help companies organize their own call center or find call center services outside of the company.
Avacs will assure that none of key ingredients of professionally designed call/contact centre is omitted or underestimated depending on detected business needs.
The importance of proper design on the very top of overall CC paradigm is vast in modern organizations, for Avacs and industry experts in general believe that the whole modern enterprise/organization competing in the market is actually in some form interacting with their clients, therefore whole organization is in need of CC technology and is actually part of organization's CC. In other words, Avacs consulting will lead you to recognize all areas of customer interactions in your organization and help you identify right tools for the job of every individual in your organization.
Interactive voice response (IVR)
Interactive Response comprising of Interactive voice response (IVR) and or Interactive Video Response including or not the speech recognition programs are used to answer calls and prompt callers to choose a variety of options, allowing call centers to streamline service calls before they are received by employees. Most call centers use some form of IVR to direct calls within their interface, and call center consultants often specialize in helping call centers choose the most effective software programs for their purpose.
Avacs experts will help you design the IR work-flow to match your business needs.
Workforce management
In call centre environments, no matter is it very small, few agent operation or several tens or hundreds agent facilities, WFM must be properly attended, fro the cost of people represents larges part of total CC cost.
There are multitude of offerings in the market that can serve this need. Avacs consulting will help you match the right tool to your job needs.
Computer telephony integration (CTI)
Computer telephony integration is commonly referred to as computer telephone integration, or CTI. CTI is commonly employed by call centers to monitor and track calls by computer, as well as to work simultaneously over the phone and the Internet to help troubleshoot customer issues and direct customer action remotely. Consultants often assist with CTI development and training.
Predictive dialing / Preview dialing
Predictive dialing can be done in call centers that use a computerized system to automatically dial a batch of numbers. Predictive diallers automatically match answered calls with available call center agents, and discard calls that are unanswered or that go to disconnected or invalid numbers.
Preview diallers on the other hand are less sophisticated automated dialling processes that are aimed after simple productivity increase resulted from automation of repetitive tasks.
Avacs consulting helps you decide which one, and how is right (sufficient) for you.
Outsourcing & Hosting
Call center outsourcing involves the redirection of contact center services from providers within the corporate structure to an outside provider. Outsourcing often has been touted by consultants as a cost-cutting measure for businesses that send their call center services abroad or have calls answered by individuals from their homes, although in some cases consultants may advise against outsourcing where more specific company expertise or central operation is needed.
Hosting is form of outsourcing where only the technology/equipment/software servers are outsourced/purchased as service from hosting service provider: Every other aspect of CC remains in the realm of organization. This approach is actually just the method of infrastructure provisioning and therefore almost all aspects of consulting remain in need same as for self-purchased CC.
