Provide your contact center’s manager a 360° view on the operational performance. Data sources commonly used are ACD, IVR, Dialers, CRM, Quality, WFM and others.
Increase efficiencies by deploying service automation. Chatbots are turning to be a key component in the digital transformation of contact centers.
Provide your contact center’s manager a 360° view on the operational performance. Data sources commonly used are ACD, IVR, Dialers, CRM, Quality, WFM and others.
SERVICES
YOUR PERFORMANCE CHALLENGE IS OUR PROFESSION
PROFESSIONAL SERVICES TO ESTABLISH A CLEAR CHANGE MANAGEMENT PLAN AND PROVIDE DETAILED GUIDANCE FOR IMPLEMENTING CHANGES.
STRATEGY EXECUTION
We help you transform your contact center vision and strategy into an operational model to maximize your desired performance output. We are experts not only in tools & technology, but also and mainly in the profession of "contact center". We advise you through the full deployment cycle.
BUSINESS PROCESS REDESIGN
comways offers business process services, including business case development and validation, requirements analysis and definition, project management, governance and implementation, solutions design, and vendor/services evaluations (RFI/RFP).
DELIVERY
We deliver customization, integration and implementations for your business needs while prioritizing timeline and budgets. We are highly experienced in integrating CTI and CRM solutions to help manage and activate your contact center’s operational needs. We work closely with you to identify the business information technology solutions and customize them in order to improve your customer experience.
PROJECT GOVERNANCE
We help you determine how your project is managed and overseen: agile/waterfall; project management tools; project documentation & project forums. We track milestones related to: kick off, design workshops, User Acceptance Testing (UAT), train-the-trainers, Go/No Go & meetings. We help you with recurrent meetings of steering & coordination forums. We guide you through the UAT with checkpoint calls. We guide you through the Production activation and we accompany you through with hyper-care phase.
TRAINING
At comways, we adapt our training services to the needs of your contact center. With comways training services your end-users get trained in the context of your day-to-day environment and based on the actual set-up and configuration of your solution. As most implementations require customization, comways tailors our training services to the specific need of your contact center. We use a train-the-trainer model for end-users, administrators, and supervisors.
SERVICE DESK
Built on Salesforce Service Cloud and Vonage Contact Center, the comways Service Desk is a communications center providing a single contact point for support-related activities. The Service Desk offers the following modules: Case Management; Customer Portal; Knowledge Base; Service-Level.