Outbound
Contact Center Audit and Assessment
Benefits
The most successful IT investments are those that result from a strategy with prioritized business objectives and an organizational vision of the future. Organizations that wish to leverage PTP’s expertise in enterprise-wide strategic planning for Contact Center technologies can engage in our Audit and Assessment service. This service provides a strategic roadmap for achieving significant business value from the deployment of Contact Center applications and technologies.
The strategic framework developed through this service helps organizations make sound investment decisions based on client-specific metrics and objectives. Because of the strong foundation established through an assessment, organizations that initiate our Integration and Implementation services will accelerate time to market and maximize their ROI.
Description
As part of the Speech and IVR Audit and Assessment service, PTP will:
- Review Existing IVR Applications
- Visit the Contact Center
- Meet with Key Stakeholders in the Contact Center, Business Unit and IT Groups
- Conduct Application Discovery Sessions
- Produce a Strategic Roadmap Report
- High Level Assessment of Existing Environment
- Phased Roadmap for Future IVR Projects
- Prioritized List of IVR Applications and Transactions to Implement
- Prioritized List of IVR Technologies to Implement
- Assist in Technology and Vendor Selection
- IVR Platform
- VoiceXML vs. SALT
- Distributed vs. “In-the-Skins”
- IVR Development Environment
- Proprietary Drag-and-Drop IDE’s
- Standard J2EE and .NET Development Paradigms
- Computer Telephony Integration (CTI)
- Intelligent Call Routing
- Screen Pop
- Automated Speech Recognition (ASR)
- Text-To-Speech (TTS)
- Speaker Verification
- Natural Language Understanding
Expertise
PTP takes a pragmatic approach to our Audit and Assessment service, using your key business objectives as the drivers in our proven methodology. Our team of user interface designers and project managers consistently exceed expectations by quickly assessing the performance of your existing IVR and delivering a strategic roadmap that maximizes your customer satisfaction and ROI through a phased implementation of key applications and technologies.