Affiliated has been building contact centers for our customers since our inception in 1984. From on premise implementation to Cloud, Affiliated does not leave things to chance, especially when it comes to designing and configuring your contact center. We have developed our own formula which includes our 3 D’s – Define, Determine and Design.
Affiliated will walk you through the following phases in creating and implementing your contact center.
1. Define the Business Objectives.
What is your organization trying to accomplish and what is everyone’s roles and responsibilities. Affiliated will assist your organization in clearly defining these business objectives. Affiliated has a team of professionals to consult with you and implement best practices for your contact center.
2. Determine which technology platform and services meets your requirements.
Affiliated has partnerships with the major Contact Center players in the market today. Once we define the business objectives then we will provide you options and consult with you on what platform is best suited to meet the requirements. On-premise, Cloud and Private Cloud will all be considered. Affiliated has staff and partners to assist you in providing services and consulting for all your contact center needs.
3. Design and Build the Call Flow.
We will design your call and communication flow and then test and gain customer acceptance. We will save your organization time and money by utilizing our network of contact center resources to pull together the services and products in order to build the contact center. We understand the issues and what products need to be implemented so that you can communicate with your customers using all the mediums they expect.
Affiliated can assist you in the following disciplines.
• Skillset Routing
• Omni channel
• Outbound Dialing
• Call Recording
• Workforce Management
• Agent Desktop Design and CRM integrations
• Gamification –Rewards and Recognition Programs
• Employee Retention and Training
• Reporting and Analytics
• Systems Integration
Affiliated works with many contact center companies, here are a few of our partners.
• Microsoft Teams and Skype for Business
• Affiliated Clear Cloud
• Noble Systems
• E-Learning and Gamification
Affiliated offers Cloud Contact Center which provides the following benefits over traditional on premise deployments.
• Call Center Versatility
• Affiliated’s Network Design and Disaster Recovery Planning
• No Infrastructure Costs
• No Maintenance Costs
• 60 Day deployment
• Multi-Site and International deployments