The first place where CRM often becomes tangible in an enterprise is the Contact Center. Discover how eForte can help you manage your customer interactions and reduce operations cost that has a direct and positive impact on the bottom line of the Contact Center.

eForte provides following services as a part of whole as needed by our customers to meet the business goals:

Contact Center and CRM Strategy
CTI (Computer Telephony Integration)
Consolidated Reporting and Analysis
VoIP

CONTACT CENTER STRATEGY
eForte consultants meet with call center managers, business analysts, technical staff, and end users (agents) and conduct interviews to gain a clear understanding of the unique business requirements and objectives.

The output of this design workshop is to provide a detailed functional specification document for the contact center to document the short-term and long-term goals to enhance customer experience and reduce cost. eForte provides the following services as a whole or individually based on your needs:

• Contact Center and CRM Audit
• Business Requirement Analysis
• Architecture, and Technology Strategy
• Detailed Functional Specification
• Vendor Selection (including RFP Development)

COMPUTER TELEPHONY INTEGRATION (CTI)
eForte offers both pre-packaged professional services and custom-designed offerings. The CTI Discovery Engagement helps companies identify and prioritize CTI applications. The deliverable is a CTI roadmap that identifies those applications that will best drive customer value and return on investment. The CTI Design Engagement takes the discovery process a step further by providing a detailed technical and functional CTI design specification, identifying specific project timelines, tasks and co-dependencies.

CTI enables a number of efficient functions in a business: intelligent call routing, screen pop, automated display of information - based on caller-provided information from an IVR or other interface and the coordinated transfer of data information along with a call transfer.

eForte offers a number of CTI solutions, both packaged CTI solutions and custom offerings. Some of the basic CTI implementations we have successfully completed are:

• Screen pop
• Data Directed / Skills Based Routing
• Voice and Data Transfer
• Front Office Integration
• IVR Integration
• Multi-channel Integration

CONSOLIDATED REPORTING & ANALYSIS
eForte reporting and analysis solutions allow you to view and analyze data about your entire contact center operation, allowing you to understand not only what’s happening, but why. With our solutions you can:

• Consolidate and analyze data from multiple sources.
• Gain an integrated view of all contact center sites across your organization.
• Integrate contact center data with existing corporate data stores for a complete view of your business.
• Develop a historical Consolidated Reporting solution
• Enterprise view of key performance metrics and measurements for Agents, IVR and Sales statistics

eForte reporting and analysis solutions provides the open software architecture necessary for collecting and normalizing data from across your systems and centers. Utilizing traditional and active data warehousing techniques, the aggregated data is available for simple queries and reports, helping you make more informed decisions.

Our solutions utilize industry-standard reporting tools to extract and visualize your data. We work with you to create custom reports that leverage your existing in-house reporting tools, skills and training, lowering your total cost of ownership.

VoIP
Historically, voice and data traffic have been managed as separate technologies. A new mode of voice transport — Voice Over IP— holds the promise of lowering transmission costs, improving asset utilization, and simplifying maintenance by combining voice and data traffic over a common, standards-based infrastructure. Whether you are looking at enterprise-wide IP telephony migration or contact center specific initiatives, eForte will provide services to meet your needs. We also offer the following packaged services:

• VoIP Educational Seminars
• VoIP Requirements, RFP's, Vendor Selection, and Comparison
• VoIP Implementation Project Management

VoIP requires support from different groups within your organization — IT, telecom, LAN/WAN, security, network service providers. We assist you to make your VoIP implementation a success.