Your contact center is about more than just answering the phone. It is a valuable window into your business and will likely be the first place a customer looks to contact you. Today’s contact centers are a hub supporting a variety of channels that customers can use to connect with you. Alternative channels such as the web, self-service portals and in-building kiosks, SMS, chat, and multi-modal mobility applications are also gaining increased customer demand. The changing customer service landscape is embracing several emerging customer touch points as well, including Web 2.0 applications such as social networking sites, blogs, microblogs and Wikis.

Hand-in-hand with this is the extension of contact center functionality out to the enterprise through unified communications applications. Some of these applications include presence, IM, video and collaboration software. Utilizing these technologies, subject matter experts can easily manage the workflow, measurement and tracking that most contact centers employ.

Is your contact center as strategic as it could be?

Do your employees have all the unified communication tools to make them as effective as they can be?

With your contact center acting as the front line between you and your customers, it has to perform optimally both externally and as an integrated strategic asset with your business. SOFTEL’s Contact Center and Unified Communications Consulting can help you assess your current operations against business objectives to identify gaps impacting performance.

Our solutions architects will work closely with you to provide customized services that address all aspects of your integrated contact center and UC strategy — from your people and processes to your operations and best practices. In addition to optimization services, our consultants will develop a gap analysis pinpointing and identifying issues hindering performance. We will make recommendations, develop a technology roadmap, provide ongoing support and evaluation to ensure that your contact center becomes and remains a strategic asset. A partnership with SOFTEL Communications will enable you to:

• Compare performance outcomes against industry metrics to position your contact center relative to the competition
• Benchmark contact center performance and implement the industry’s best practices to close performance gaps
• Delve deep into key areas including strategy and leadership, human resources, workflow processes, technology, knowledge management and facilities
• Align business, customer contact and unified communication technology strategies across the enterprise
• Assess whether new technology and solutions are a fit for your business and provide a blueprint for implementation