Call-Center Consulting

Customer satisfaction is critical for businesses with call-centers. Whether built on legacy or cutting-edge IP-based solutions, call-centers are primarily for ease of customer interaction & satisfaction. At OmnyVoice, we have developed a methodology that guides the design, development and implementation of call-centers.

Our approach has been employed with repeated success in the migration of legacy call-centers to current solutions. It has also been utilized to build brand-new IP call-center solutions. Our methodology guides our clients through the entire process with continuous feedback and testing through all phases until the delivery of the final solution. The specifics and methodology are discussed.


Call Center Solutions

Our methodology is illustrated below. This builds upon the traditional software development lifecycle adapted to suit the realities of customer environments.


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Call-Center Development & Implementation Methodology

The brief of our approach is further expanded:


  • ● Assessment of current infrastructure (networking & telco) for call-center deployment
  • ● Appraisal of organizational structure for call-center staffing requirements
  • ● Call-volume estimation with industry-standard tools (Erlang-C modeling & CC modeler)
  • ● Call-flow realization with focus on exhaustive testing ahead of deployment
  • ● End-to-end call-center design integrating all hardware & software components required
  • ● Inclusive User Acceptance Testing (UAT) with contact-center staff & other stakeholders

  • The phased approach illustrated & elaborated in brief has assured delivery of solutions for appreciable customer satisfaction. Furthermore, our expertise is specific to the Cisco Unified Contact Center eXpress (UCCX) product. We can design and implement solutions for call-centers up to 400 agents. For enterprise solutions beyond 400 agents, we can advise on the realization of solutions with Cisco Packed Unified Contact Center Enterprise (PCCE) & Unified Contact Center Enterprise (UCCE). Specific to UCCX however, we have delivered on:


    • ● Sizing and capacity management for inbound customer calls over Telco trunks
    • ● Application scripting for multilevel IVRs and call-queueing
    • ● Skill-based agent call-routing & priority call-queues
    • ● Call-center reporting with Cisco Unified Intelligence Center (CUIC)
    • ● Toll-free number termination & routing to UCCX agent queues

Accomplishments

Migration of Nortel-based (CSE 1000 PBX) call-center to UCCX 10.5 with 20 agents (company private).
Design & implementation of a bilingual UCCX 11.6 call-center with 40 agents (company private).
Design of service-desk IVR for inbound call operations across 2000 shops (company private).


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