Contact Center Overview

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

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.

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,
• contact center and data infrastructure is able to handle more throughput without additional licensing or components.