Consulting and Design Services
There is much more to a successful communications solution than hardware and software. Altivon understand this and offers a host of value-add consulting services.
- Contact Center benchmarking and recommendations to compare the efficiency and effectiveness of your contact center operation with your peers and competitors.
- Contact Center design services to provide you with most effective and efficient call routing and caller self-service schemes, including IVR and Speech call flow designs.
- Multi-media design services to assure that you are providing your customers with all their desired channels of communication: voice, e-mail, chat, fax, etc.
- Strategic planning to help you plan for growth with the best technology as well as recruiting and retention plans.
- Network and infrastructure assessment to evaluate your current network and recommend enhancements required by converged voice, data and video applications.
- Mobility assessment to quantify your organization’s mobile and remote worker needs and to develop a return on investment (ROI) report.
- VoIP ROI study to quantify the network, administrative and other ‘hard dollar’ savings your organization will realize.
- Migration planning to assist in moving from legacy voice mail systems to new IP based messaging and communications platforms.
Our Approach
Technology purchases begin with process improvement initiative:
- Evolve the center to also handle web and email inquiries.
- Increase accessibility of sales people to customers.
- Route your best customers to your best agents.
- Institute home agent programs.
- Enable management to collaborate in real time to solve problems.
- Eliminate time wasted by service technicians checking multiple phone and email systems for messages, and then playing ‘tag’ with customers.
- Increase customer satisfaction while cutting Contact Center costs.
How well technology achieves these process improvements depends on how it is selected, implemented, and introduced to users.
Our entire business approach is based on a deep understanding and commitment to this model. We have developed a disciplined, process-oriented methodology for understanding each customer's business and the ‘communication flow’ into, out from, and within that business and then using this as the basis for the design and implementation of the ultimate solution. As a result, process problems are addressed and our customers increase profit, improve customer satisfaction, and make better decisions.
Altivon is a member of CCNG and the Association of Credit and Collections Professionals (ACA).
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