Consultancy Portfolio

Network Infrastructure and Management Consultancy

• Infrastructure Audit & Planning
• Performance Audit
• IP Telephony Readiness Audit
• Discovery & Documentation
• Requirements Analysis
• Network Troubleshooting and Consultancy
• Remote Network Management, Monitoring and Analysis
• Network Performance Health Checks
• Strategic IT Consulting - Assessment of impact of new technologies on existing infrastructures and methods for efficient and cost effective implementation.

Network Security Consultancy

• Security Scans and Reviews
• Firewall and VPN Solutions
• BS7799 Life Cycle Consulting
• BS7799 Deployment Consulting
• BCP/DRP Consulting
• Best Practices Compliance Audit
  ( BS7799-2:2002/CoBIT/FISMA etc)
• Information Assurance Consulting
• Security Infrastructure Support
• Remote Device Management
• Security Architecture Provisioning
• IT Risk Assessment & Management
• Vulnerability Analysis
• Ethical Hacking
• Best Practises Compliance Audit
• Security Requirements Assessment (due-diligence)
• Security Architecture Review

Contact Centre Consulting Expertise
Benchmarking, Audits and Assessments - Health Checks

• Call Center Bench marking and Metrics for Organizational efficiency and effectiveness measures
• Staffing and Work force planning and management
• Operational Costs
• Self Service Technology usage
• Operational Best practices
• Gap Analysis
• Strategic Goal Alignment and Recommendations

Technology Assessment and Solutions

• Vendor neutral Technology Assessments and Cost effective Recommendations, including ACD/PBX, IVR, Workforce Management software, CTI, eBusiness/Multichannel technology.
• Voice and Data monitoring, Outbound Automated Dialing, Vendor Selection Criteria, RFI's/RFQ's preparation and evaluation, Cost benefit Analysis.

Customer Service training and Program development

• Customer Service training
• Development of customized in-house agent training based on contact process, contact mapping of existing and our recommended redesigned process handling

Workforce Optimization

• Optimum Workforce Analysis
• Staff forecasting via product and marketing inputs
• Optimum Scheduling
• Skills Assessments
• Best Services Call Routing Analysis
• Skill Based routing Analysis
• Effectiveness evaluation of current application and recommendations.

Business Process Reengineering (BPR)

• Workflow and Process Documentation and end to end contact mapping
• Efficiency and effectiveness analysis and Redesign recommendations
• Process and transactional workflow redesign and reengineering.

Quality Assurance Program Development

• QA policies and procedures
• Certification and Calibration
• Agent monitoring program development
• Quality customer contact standards and training
• Voice and Data monitoring technology recommendations

IVR Design, Scripting and Analysis

• Application design
• Customer utilization analysis
• Event for improved utilization analysis
• Industry Benchmarks
• Scripting and Menu Design and Testing

Call/Contact Center Management Systems

• Infrastructure and Organizational Design
• Job Analysis
• Performance Management Systems
• Development of Operational policies
• Dialer Management Services
• HR Practices
• Account Management
• Business Intelligence Systems

Customer Relationship Management requirements

• Customer Contact and Business Requirements Definitions
• Unbiased Vendor Selection
• Customer and Market Segmentation
• Customer Contact Process Documentation
• Analytics Dashboard Recommendations
• Business requirements Mapping