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Contact Center Technology Management Services
Smart Surveillance Solutions
Infrastructure Solutions

 
CONTACT CENTER TECHNOLOGY MANAGEMENT SERVICES




CHALLENGES

Companies that maintain contact centers faces challenges and opportunities. The primary derivative as a strategic value from these centres by retaining and creating the customers, while keeping the service costs down . This ardous task has been prioritized given that customer satisfaction and retention.
Contact center technology solutions continue to change/evolve and diverse technologies designed to improve key metrics have to be integrated with each other and with CRM and ERP systems

VALUE PROPOSITION     

OPAL provides end to end solutions for the contact centers and is a one-stop partner for all contact centre needs.
  • Experience with multiple vendor products an platforms.
  • Softphone development and integration.
  • Defined certified process compliance.
  • Established centre of excellence (CoE).
  • Contact center strategy development.
  • Pre-built and exclusive solutions.

OUR OFFERINGS


OPAL offers complete, end-to-end contact center services, so client’s contact centers needs are addressed in its entirety:

  • Consultation for call centre optimization.
  • Evaluation of business processes to identify the scope of automation via IVR/CTI integration technologies.
  • Evaluate and recommend platforms/tools suitable to the business needs.
  • Pilots and prototypes.
  • Customization and deployment of diverse technologies (ACD/PBX/IVR/VRU, Speech CTI and adapters to CRM systems.
  • Integration of call quality systems with CTI components.
  • Migration of touch tone based IVR systems to speech recognition based services.
  • Design and development of hosted IP based CC services.
  • Enhancement and support of the IVR/CTI based applications.
  • CTI screen pop apps for optimal routing.
  • IVR/CTI applications development and deployment.
  • Skill based and optimized routing strategies.
  • Call flow applications and performance tuning.
  • End-to-End testing of CC applications.
  • Network Management – 24x7 monitoring and service desk.



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