Contact Center Services: Our Approach
We have developed a formula that enables us to deliver the very best contact center solutions to your business. This formula includes our three Ds—define, determine, and design.
- Define: What is your organization trying to accomplish with a contact center? What are everyone’s responsibilities within your organization? Affiliated will help you answer the critical questions that decide which customized solution is best suited for your needs.
- Determine: Once we have answers to questions surrounding your organization and your needs, we will figure out which solution best meets your requirements. On-premise, cloud, and private cloud will all be considered. If it is decided that on-premise is the best solution, our staff will begin planning to install software and hardware on-site at your location. We work with Mitel and Avaya to provide products on-site.
- Design: Our experts design and build the call flow for your organization using a next-available-agent application. This application provides intelligent skills-based routing, standard customized reporting, call recording features, and workforce optimizations.
In addition to designing and deploying the perfect contact center solution for your business, we provide full training and maintenance services for every solution we implement. This way, you understand your platform and can provide the best customer service for your clients.