Contact Center
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Without the right technology and well-trained staff, managing a contact center is meaningless. Therefore we place technology at the forefront of our services. IAM Networks knows which technology is necessary in a contact center to fulfill all customer´s needs. In doing so, we rely on the latest software architecture, as well as high availability, velocity, scalability and secure configurations. We organize customer departments obviously more productive, in order to sustainability reduce costs. At the same time we turn all internal and regulatory requirements of your company into place. Based on open interfaces, software integrates a vast amount of enterprise solutions in all areas of customer care. IAM Networks have the privilege of working with some of the most respected brands. We have helped guide their contact centers to success, and delivered lasting performance improvements. Managing your business objectives day in and day out is hard enough.

This can be achieved by providing common goals, common values, the right structure, as well as training and development. Both views we implement through our three pillar strategy, as well as through our consulting packages. Simplify by bringing the most intelligent contact center service solutions to your customers with contact center managed services. We are your point of contact for business process outsourcing, the management of an in-house contact center — as well as managing your outsourced partners. IAM Networks manages projects, processes and quality for our clients. IAM Networks supports you with the set up of new locations, as well as with all integration work due to mergers and acquisitions. Complex self-service systems, simply managed from requirements and design through long-term support, IAM Networks brings the most experienced and seasoned contact center delivery and support teams to your front door.

Contact Center Managed Services — Support Services And Remote IVR Monitoring

Proactively execute daily and weekly maintenance cycles to detect issues in any part of the solution — before they affect your customers. End to end IVR application call monitoring that detects issues with the user experience and complements traditional monitoring capabilities. With continuous improvement, we don’t allow changing user behavior to impact the effectiveness of your solution. Continuously analyze user behavior and application performance to keep your solution running in top gear. The IAM Networks team ensures you’re providing the most appropriate and impactful self-service applications in your industry, so that your customers have easy access to the information they need across their choice of channels. IAM Networks will develop a strategy enabling you to launch a successful and secure customer authentication solution for voice and other service channels. This strategy will make sure high adoption rates and ease of use while adhering to regulatory and security standards.

Business Consulting

Managing your business objectives day in and day out is hard enough. We develop strategic road maps that inform your business plan, define objectives and lay the foundation for long-term success. With infrastructure services we design, architect, procure and implement the core technology platforms with the right sized capacity and redundancy to meet your business needs. IAM Networks’ full application services provide turn-key services that deliver the most intelligent and conversational self-service IVR and CTI applications that your customers will love. Our experience, best practices and commitment to success produce results by reducing costs, ensuring solution availability and simplifying contact center operations. The IAM Networks team takes an agnostic approach to consulting and provides unbiased, objective viewpoints to compliment your business strategy. Business consulting provides strategic guidance and actionable road maps that deliver exceptional customer service.
Contact Center

Benefits

Run your contact center completely in the cloud with Cisco Hosted Collaboration Solution for Contact Center. With rapid provisioning, flexible scalability, and lower support costs, you can benefit from more satisfied customers and fewer incoming calls. Boost revenue, efficiency, and deployment speed with Hosted Collaboration Solution for Contact Center. Cisco Hosted Collaboration Solution for Contact Center helps businesses and organizations deliver a connected digital experience, enabling you to deliver contextual, continuous, and capability-rich journeys for your customers, across time and channels.

Cisco Hosted Collaboration Solution for Contact Center is designed for companies with small and large contact centers ranging from 10 to 12,000 knowledge workers or agents per customer instance. It is integrated with Cisco Hosted Collaboration Solution, so customers can tap into multiple applications and services on one smooth platform. Cisco Hosted Collaboration Solution for Contact Center delivers the advanced capabilities of Unified Contact Center Enterprise and Unified Customer Voice Portal, with all the benefits of cloud computing.

Contact Center Enterprise

Unified Contact Center Enterprise helps businesses and organizations deliver a connected digital experience. You can provide contextual, continuous, and high capability journeys for your customers. Fault tolerance helps ensure uninterrupted operation, and comprehensive reporting provides business intelligence to optimize your contact center. Unified Contact Center Enterprise takes each contact to the most appropriate resource anywhere in the enterprise.

In addition, it provides built-in email and chat, web-based agent desktop that makes it easy to provide customer information to agents, support for video interactions, and powerful application programming interfaces for integrating task and outbound routing. With Unified Contact Center Enterprise, you can smoothly integrate inbound and outbound applications with back-office and Internet events to provide a superior customer experience. Cisco Services can help you increase operational efficiency, lower support costs, and improve availability risk management.

Features

No lengthy deployment time — there’s no telephony equipment to install, so your collaboration service can be operational in a matter of weeks. No Capital Expenditures (CAPEX): No hardware. No software. No data center. It’s all handled by your service provider. And because you’re buying less equipment, you’ll use less power and enjoy the benefits of “green” computing. No additional staff required — limited expertise is required. That means lower support costs. No unpredictable costs — pay only for what you use when you use it.

No upgrades — new features and upgrades are delivered on demand by your service provider, without disrupting your business or your customers’ business. No worries — cloud computing transforms the way in which services are provided, enabling unprecedented agility, scalability, and profitability. You can rapidly respond to changes in the market without having to manage a lot of infrastructure. No long-term commitment to a solution — companies can acquire new services and capabilities without a long-term investment. Cisco HCS for Cloud Contact Center is part of a collaboration offering that gives you the full spectrum of deployment options.

Omnichannel

Gone are the days of “one-size-fits-all” contact centers. Customers expect faster responses, personalized service, and increased availability. They want service when and how they need it. Personalized care is now the rule, not the exception. 89% of business leaders consider customer experience the “new battlefield” for competition. 34% of execs list improving the customer experience as their top business imperative. 68% of execs say fostering collaboration with customers has increased in importance in the last two years. Connect culture, process, and technology to bring the collaboration experience to life.

Prepare for new engagement models to improve customer satisfaction, lower cost per call, and increase first contact resolutions. Customize your access policy to match roles and procedures of your team and get them training to maximize adoption and best practices. Create the foundation for more effective client relationships and improved customer service with integrated contact center solutions.