Contact Center Services
As the company with the largest Interactive Intelligence (ININ)-certified staff outside of ININ, we are uniquely qualified to help customers interested in deploying the Customer Interaction CenterSM (CIC) solution. SII offers a complete turnkey solution including letting customers to use their existing network and telephone wiring, thus allowing them to be up and running with the new contact center technology in a matter of days. Our complete contact center services include:
While consolidating contact centers for its clients, SII focuses on delivering the following benefits (a) reducing infrastructure expense and support costs (b) optimizing resources and workforce (c) modernizing technology platforms, systems and network (d) improving customer experience through comprehensive proactive performance and interaction management across multiple channels.
Consulting & Solution Design
To ensure customers receive optimal solution, our seasoned consultants deeply entrench themselves in our customer’s environment to evaluate and document current environment and processes. We then follow up by providing best practices and design recommendations.
When customers are ready to proceed, we involve them every step of the way, including bringing their staff and operations up to speed during the implementation, rollout, training, and production.
A key differentiator of SII is our systems integration capability. We can integrate the CIC to:
- Customer’s legacy systems, enabling clients to extend the life of their technology investments while meeting the challenges of today’s business.
- Commercial off-the-shelf CRMs and databases including but not limited to Salesforce, SugarCRM and Oracle.
- Computer Telephony Integration(CTI) with SAP, Remedy etc.
We customize CTI applications and integrate the CIC into a total package, including automated handling of inbound and outbound calls, inbound screen pops, intelligent call routing, outbound preview dialing, and coordinated voice and data transfers.
With a track record of modernizing several contact centers, SII can accelerate the design and deployment of state-of-the-art contact centers on a turnkey basis. Benefits include: (a) improving customer experience through a seamless omni-channel (voice, email, web chat and social media) interaction (b) optimizing service agility, quality, reliability (c) cost containment via technology refresh (TDM to SIP, Premise to Cloud).
SII is committed to the long-term success of our customers. We view ourselves as partners and when business requirements change or technology needs an update or upgrade, SII is there to fulfill the task including but not limited to:
- Adding features or seats
- Perform system updates
- Upgrade to new product release
- Break-fix when needed
Operations & Management
In addition to supplying and maintaining the CIC platform for customers, SII also offers staffing of contact centers. We can manage and operate contact center of all sizes, including “virtual contact centers” where multiple geographically dispersed centers operate as one unit. Our contact center staffing services include:
- Full staffing for normal and peak periods
- Staff with security clearance
- Training and management of staff
- Monitoring and quality assurance tracking
- Service level and statistical reporting
- Management and operational recommendations