Contact Center Solutions
Contact Centers are serving your Customers, Communicate Faster, with efficient Services.
Our Contact Center Consulting and Professional Services specialist can help you efficiently put customers in touch with the right people and resources, gain deeper insight into your customers’ essentials and experience, and improve customer loyalty and your overall Net Promoter Score. We offer a range of capabilities that help contact center improve your organizational outcomes.
Lay the foundation for efficient and powerful customer service. Our Strategy & Roadmap program can help you:
- Assess the state of your current technology
- Create a holistic, step-by-step migration plan
- Anticipate your customer’s needs
- Weigh the costs and benefits of your transition to secure leadership sponsorship and approval
- Identify tools needed to achieve your contact center goals
Put your strategy into action. We can help you take the next step after the Strategy & Roadmap phase, or build a solution from your own existing strategy. Our contact center consultants offer the resources and governance you need to:
- Add to or upgrade your existing CX applications
- Manage your migration to cloud, hosted, or dedicated contact center solutions
- Anticipate and address unexpected technical and operational challenges
- Integrate complex services and technologies
A Seamless Communication Experience.
What should you look for in a contact center?
With so many contact center solutions out there, you may find it difficult to choose the right one for your organization. While exploring these options, there are several things you should keep in mind.
All-in-One Solutions
Rather than creating your own contact center, using third-party add-ons for call recording, interactive voice response, web chat, emails, etc, you should consider an all-in-one solution that has all the features you need. Companies using different communication solutions have to pay extra to sustain them, since administering numerous systems requires additional integration and support costs.
Feature Set
Regardless of whether you are looking for a solution that supports an enterprise or a small office, you should make sure the solution provides the features that you need. Make sure you and the decision making team are clear in terms of what you will use the software for, keeping in mind any industry-specific standards and the size of your organization.
On Premise or in the Cloud
You need to decide on where the contact center is located – either on your own servers or hosted in the solution provider’s environment.
There are distinct advantages and disadvantages to either deployment model.
Clear Upgrade Paths
You want to make sure the contact center solution you decide on allows you to make modifications and add new features as your business needs change.
No business is the same so why should your contact center be the same?
RealTek recognizes that your contact center needs are unique to how you run your business. We have experts dedicated to assessing your requirements and can design your solution to accommodate the hardware, software, network, and applications needed to maximize efficiencies in your business.
RealTek advocates a variety of TDM and IP contact center options. Hosted Cloud, Dedicated Managed, and Dedicated Hosted are the primary platform design types supporting most vendor hardware and software models. We also partner with other feature service vendors to provide a fully integrated solution, in areas such as quality management, omni-channel, reporting and analytics, and workforce management.
“To stay competitive, your contact center has to be highly resilient—even during natural events and technical incidents. Your customers’ loyalty hinges on how fast you respond to them and restore availability”
RealTek’s Contact Center services offers robust suite of contact center consulting solutions. This includes channel analysis incorporates video, IOS and Android Application interactions, web, social media, text, email, voice, customer experience analysis, and contact agent routing analysis. Which break downs further into subsets of agent definitions for skill based routing, intelligent contact, insource/outsource and onshore/offshore/near- shore evaluations, contact center technology optimization, contact center staffing optimization, contact center technology support optimization and contact center KPI/ performance analysis services.
Accelerate your Contact Center Strategy to recover your organizations REAL VALUE
- Increase Revenue
- Uncovering another previously unidentified CX issue helped one client increase and upsell revenue by $2.6M/yr.
- A client, using the insights from this service to develop a contact center strategy, was able to gain justification from the realistic analysis we provided. This included hard dollar savings and a projected two year ROI for a complete platform upgrade.
- In addition, those insights shaped recommendations for technology enhancement, such as Omni-channel capability. Identification of the specific channels preferred by your customer’s feedback gives first-hand which channels to adopt.
- Network and infrastructure utilization improvement. Reducing handle time and queue time, the carrier,
Cloud
multi-channel-elevations
WebRTC
Video Calls
Integrated Interaction Viewer
Multimodal Recording
Social Media Queuing
Skype for Business Qualified Product
- contact center and data infrastructure is able to handle more throughput without additional licensing or components.
Contact Center Features
Every point of contact between your customers and your organization can have a large impact on people’s perception of your company.
Enterprise-level Security
Built-in TTS and Speech IVR
SMS
Response Groups Integration
CRM, Helpdesk and WFM Integration
Real-time Speech Analytics
Real-Time and Historical Reporting Tools
Software Only. No Specialized Hardware Required
Cloud and on-premises
Multi-channel elevations
WebRTC
WebRTC leverages a set of plugin-free APIs that can be used in both desktop and mobile browsers, and is progressively becoming supported by all major modern browser vendors
Video Calls
Integrated Interaction Viewers
Multimodal Recording
Users with the appropriate access levels can access call, screen, email, and IM recordings and transcripts through the web, over a secure, encrypted connection, where they can be played back, downloaded, emailed for escalation, or deleted.
The Skype for Business
Enterprise-level security
Built-in TTS and speech IVR
IVR applications give callers access to information even during closed hours such as answers to FAQs, office hours, web addresses, driving directions, general information about your company, and more, in multiple languages. Callers can also select menu options that route them to the user who is best suited to handle their requests.
Speech IVR allows you to free up resources, easily adjust to changing business needs, and the same system can be used for internal help desk and external customer interactions.
SMS
This provides customers another channel in which they can contact your organization while allowing agents to continue answering requests the same way they do today, reducing retraining requirements.
Response Group Integration
CRM, Help desk and WFM integration
Help desk integration:
An organization’s help desk is a hub for all things technology related. Help desk agents need tools that help them resolve technology-related problems quickly. Using the contact center productivity tools, your help desk agents will be able to solve support issues faster, so customers can return to an operational state as soon as possible.
Workforce Management (WFM) integration:
Integrating WFM into the contact center allows you to predict future interaction volumes and staffing needs. With WFM you can schedule the right number of people, with the right skills, at the right place, at the right time to provide the highest level of customer satisfaction.
Real-time Speech Analytics
Real-time speech analytics can be applied to different scenarios where customer requests need to be fulfilled quickly and efficiently. When you use RealTek’s Convergo Automation Platform real-time speech analytics in your contact center, you are transforming it into a proactive, revenue-generating problem resolution hub, saving time and money.
Real-time and Historical Reporting Tools
Historical reports:
Reports can be scheduled to run and generate in different file formats. They can be further customized, depending on your requirements.
Allows you to analyze the data for trends, areas of productivity, and areas for improvement. You can also do a deep dive into queue performance, see things as they occur in 15 minute intervals, days, weeks, months, or years.
Software only
Social media queuing
By integrating social media into the contact center organizations are able to improve response rates, increase productivity and increase customer satisfaction.
Contact Center CX Optimizing Channel Effectiveness
To meet today’s increasing demands, businesses need to communicate and collaborate more efficiently. Communication needs to betimely and effective, reaching people where and when they wantto be reached, at the office, at home or on the go. Collaboration needs to include a broad range of individuals, cross geographic and organizational boundaries and be integrated with business processes. To gain a competitive edge, enterprises have increasingly adopted and invested significant capital in analytics tools and platforms. But even so they are missing a crucial benefit: business insight. Most analytics tools are dashboards that measure things you explicitly tell them to look for. What they often lack is the ability to deliver insights you weren’t looking for.
RealTek’s consulting and professional services developed a new and innovative approach to CX analytics. Our approach creates insights by incorporating data science and data lake fine-tuned by customer contact center experts.
RealTek’s simplistic four step process optimizing effectiveness:
- RealTek’s consultants and professional services specialists will gain a full understanding of your business goals and objectives to ensure we help you accomplish in what matters most to your business.
- RealTek’s consultants and professional services specialists will analyze the structured and unstructured text from your historical customer interactions: CRM transcriptions, “voice of the customer” feedback, reviews, surveys, social media, emails, web chats, and other potential sources. From this data we create “topic models” which are driven by machine based learning, not directed key words.
- Correlating that data against intent selections from your webpage, ACD or IVR to help measure the accuracy of existing reporting, or survey data to help define which customer interactions have the greatest impact on NPS.
- Finally, our consultants use these insights to develop custom tailored and realistic based actionable and reliable recommendations for CX improvement.
RealTek for Real SIP Conversations
RealTek’s Professional Services and Consulting provides a world class methodology, expertise and experience, and heritage as a real trusted advisor. RealTek’s proven methodology and approach, training, and experience, solutions, its history of stability, and success to deliver solutions that are effective and efficiently delivered.
Using SIP for contact centers can also improve performance and network efficiency as SIP was designed to not simply emulate TDM voice applications but to enhance their capabilities. SIP supports delivery of customer data (such as caller account numbers) without requiring a separate technology function. For example, past Computer Telephony Interface (CTI) applications used middleware and translation routes to identify the call destination and match the computer endpoint associated with the answering agent, resulting in higher deployment, support, network costs, and an inconsistent customer experience. SIP has the inherent ability to include attached customer data as an element in the packets delivering the voice without cumbersome additional applications. This allows multimedia touch-points to perform naturally and efficiently. Some of the benefits of integrating SIP in the contact center are the following:
- Enhanced customer experience
- Enriched support of the access channel (e.g. Email, web chat, social media, mobility, SMS, etc.)
- Supported Channel Enablement of the customer’s choice
- Value-added customer interaction
- Reduced cost per transaction
RealTek Consulting and Professional Services provides all-inclusive approach to SIP Transformation, including a full life cycle approach from readiness to Turn Over to Production service support. In order to be as adaptable as possible to unique customer needs, we build custom-tailored SIP transformation programs based on the following activities:
- SIP Readiness Assessment
- SIP Strategy and Architecture
- SIP Design and Engineering
- SIP Testing and Piloting
- SIP Transformation Planning
- SIP Transformation and Governance
- SIP Service Management
SIP Readiness Assessment
The first and most urgent need for a SIP transformation is to perform a readiness assessment. Such an assessment helps identify the aspects of the environment that will be impacted by moving to SIP and identifies the potential risks of SIP adoption. Equipment vendors for infrastructure elements such as routers and SBCs may provide basic or enhanced services and aligning their product refresh cycles with SIP readiness is critical. RealTek’s Professional Services Specialists and Consulting has experience with a broad array of platforms, including SBCs, PBXs, Contact Centers and UC solutions that will be impacted by the deployment of a SIP-based architecture.
SIP Strategy and Architecture
Although they provide similar functions (transporting voice), the underlying transport and protocols between TDM/ISDN trunks and SIP trunks are completely different. As such, the architecture of the environment migrating to SIP can change dramatically. This is particularly the case if a company is moving from distributed voice trunk services to centralized call delivery. RealTek’s Architects designs and assist customers with an architectural framework for integration of SIP in phases within the current TDM/ISDN environment and a strategy for deploying SIP within the enterprise.
SIP Design and Engineering
RealTek Systems Engineers provides design and engineering expertise to address the detailed configuration and integration aspects of a SIP architecture. This service focuses on the development of the equipment configurations, test plans and integration plans required to integrate the elements into a SIP environment. Target SIP infrastructure elements include IP addressing, routers, SBCs, PBXs, Contact Centers and UC platforms. System Engineers provide detailed configuration and integration parameters for each element impacted by SIP integration.
SIP Testing and Piloting
RealTek’s Solution Engineers can assist customers with the definition and deployment of lab environments for proof of concept testing as well as pilot deployments to validate integration and educate IT staff. These environments are developed to test SIP trunking functionality and integration into the PBX, Contact Center and UC solutions. RealTek’s Solution Engineers can help develop bills of materials, lab and pilot design and assist customers in the validation and execution of the testing and production environments. Load testing of the new architecture is strongly recommended prior to shifting production voice traffic to identify any issues that may affect the call quality or delivery of calls during peak times.
SIP Transformation Planning
RealTek’s Program Management Teams can develop an overall governance plan and integration schedule that can be utilized to ensure seamless transformation to SIP. Integration planning includes development of the overall deployment schedule and identification of necessary resources and tasks, and takes into account input from the teams involved in program governance.
SIP Transformation and Governance
RealTek’s experience professionals assist customers with either project-based work scope or “Trusted Advisor” augmentation of existing IT teams in technical or governance capacities. Staff augmentation consists of subject matter experts delivering defined tasks around a SIP migration including project management, design and engineering, and integration activities. The governance model incorporates the development of project based teams that own and manage the transformation to SIP. The governance plan will incorporate engineering, operations, communications, procurement, field engineering and internal project management teams under one umbrella responsible for deployment of SIP services.
SIP Service Management
RealTek’s Operational Consultants support in the development of a SIP Service Management Strategy that can start in the SIP Readiness Assessment phase and steward the introduction of this new service into Day 2 management. RealTek’s Operational Consultants implement SIP Service Management approach focuses on current operations architecture (People, Process and Tools) against the SIP service Target State to define a risk minimized and organizationally acceptable transition and turn over to production procedures. This capability, tied to our expertise in developing solutions in the core SIP service infrastructure, helps address critical readiness issues as well as the eventual development of a robust SIP support model.
What Cloud provides the best benefits?
Bridge the gap with Hybrid.
Organizations with hybrid contact center deployments have some of their contact center applications in the cloud and the rest on their telephony infrastructure on-premises. This model bridges existing on-premises infrastructure and the cloud, helping organizations move towards a full cloud deployment or maximize the life of existing on-premises tools.
For hybrid deployments, on-premises and cloud technologies should not only co-exist but also complement each other. For example, voice recording may be on-premises, while advanced interaction analytics and quality monitoring can be housed in the cloud.
In contrast to a typical office environment, the contact center is more complex. In a typical office, standard telephony and IT systems are generally sufficient. In a contact center, integration with third-party systems, data collection and recall, and numerous other tools that end users have need to be considered. This greatly influences service delivery choice and set-up considerations.
Contact center experts can help your organization navigate the complexities around contact center environments, including hybrid set-ups.
To find the solution that matches your specific contact center requirements, let RealTek’s Contact Center Consulting help you find the right direction.
Organizations have many technology choices when it comes to contact centers.
Both on-premises and cloud solutions deliver potential benefits, as revealed in the comparison table below.
Regardless of your decision, choose your providers carefully, as contact centers have complex requirements. RealTek’s Professional Services Specialist and Consultant will guide your organization through the journey.
| On-Premises | Cloud | |
| Implications | Organizations that choose an on-premises system are responsible for installing, managing and maintaining all systems related to multimedia contact distribution, workforce optimization and management, customer relationship management, speech recognition, recording, etc. | Organizations that choose a cloud system outsource their contact center infrastructure to a contact center vendor who maintains these systems externally. |
| Organizations who choose this solution | 1. Established organizations with requirements that are not likely to change drastically in the future.
2. Organizations with heavy investments in on-premises infrastructure and want to use best of breed solutions that fit their exact business requirements. 3. Cash-rich organizations. 4. Organizations that want control over their technology and storage of data. |
1. Organizations or business units with multiple locations.
2. Organizations or business units that want to pilot new features, while mitigating risk and lowering costs. 3. Organizations that want an all-in-one contact center with a low cost of ownership. 4. Organizations that are growing quickly and require scalability. |
| Location | Organizations with many agents working out of one location may choose an on-premises contact center because it would be straightforward to implement. | Smaller, geographically dispersed organizations and business units may choose the cloud option to gain access to the high quality telephony and the communication applications they need. Agents can handle customer requests as long as they have an internet connection and a phone, allowing for workplace and location flexibility. |
| Staff capabilities | Staff is available and capable of managing and maintaining the on-premises contact center infrastructure. The organization has the staffing resources who can customize the solution to take advantage of the benefits, key features and functionality. Because organizations can customize the solution, they have greater latitude to make their own decisions. | The organization does not have staffing resources to maintain an on-premises solution. They may not have in-house expertise to customize applications in order to take advantage of the benefits, key features, and functionality that the solution brings. |
| Scalability | Scaling an on-premises system usually involves purchasing and installing additional hardware. There is no elasticity in capacity-the system needs to be large enough to handle the highest volume the organization will see. | A cloud contact center allows for scalability (supporting as many or as few agents as required) as well as the ability to respond rapidly to peaks and troughs in demand and in emergency or unexpected situations. |
| Control | Some organizations prefer to keep close control of processes and data that are at the core of contact center operations and directly impact the business. | The support hierarchy and change control processes may take operational level control away from the organization. |
| Business Model | Large up-front, asset-based on-premises solutions fall under Capex. The initial investment is large and it may require months or years for full functionality to be turned on depending on the internal processes of the organization.
Once the initial investment in tools and equipment has been paid off, an on-premises contact center should not incur much additional cost.
|
Opex – pay for what you use – is often associated with cloud services. Because cloud contact centers usually require low initial investment, organizations often realize quicker ROI.
It is important to consider call volumes and how that may affect monthly pricing. |
| Resilience | Organizations have to purchase and manage a separate site, along with all the pieces required for the primary and any backup sites to function properly. | Resilience can be provided more easily in a cloud scenario through offsite back-up facilities and data mirroring. |
| Reliability | Hardware and software is the responsibility of the organization in this case, which means that backup servers and spare components need to be sourced, and maintenance paid and monitored on all hardware. | Cloud service providers manage a large number of servers, and any hardware upgrades, maintenance, and monitoring are included in the service price. |
| Security | Out of the options of contact center technology, the on-premises is the oldest and is perhaps viewed as the most secure option. While all data remains within the organization however, it also means that updates, auditing, and maintenance all falls within the organization. | Security has more to do with policies of cloud providers, the hosting environment and network design. If the network and processes are designed correctly, then security can be as good as, if not better than, existing on-premises deployments. |
| Network | On-premises systems run completely on the organization’s internal network. For large numbers of users in a single location, this is often more performant and less expensive than a remote solution. | Cloud services can be delivered over the internet, via private network links directly to cloud providers (MPLS), or both. Internet based communications are appropriate for smaller organizations, or for cases where users are widely distributed, while MPLS is appropriate if a large number of users are in a single location. |
In conclusion, while performance, resilience, and security are factors to consider, the preferred business model (Capex vs Opex) and the level of support an organization can internally provide for an onsite solution should be key considerations
Some contact centers offer different features, depending on whether you opt for their on premises or cloud product. RealTek’s Professional Services Specialist and Consultant will guide your organization through the journey.
