Contact Center Managed Services
Contact Center Managed Services Executive Overview
- Ensure a consistent customer experience in a multivendor environment
- Optimize performance across all customer services providers
- Realize a rapid return on technology investment through a globally consistent platform
- Align your contact center strategy with the enterprisewide CRM strategy
- Reduce operating costs by more than 90 percent with automated speech transactions
- Increase revenues through cross-sell and up-sell capabilities
The Contact Center Managed Services offering is the management of the client's multiple customer service providers (CSPs), contact center processes and technologies. This offering enables large enterprises to quickly realize the benefits of a consistent customer experience, improved service and quality, and increasing operating efficiencies across geographies.
This offering is comprised of three feature packages which are defined and outlined below:
- Multivendor Management
- Strategy & Assessment
- Technology Management
Multivendor Management
The core to our approach is EDS' Multivendor Management. It is the governance organization that orchestrates and streamlines the contact center organization on behalf of our clients. It integrates people, processes, and technology into a single enterprise solution. The primary components of the multivendor management are:
- Partner Network – Providing our clients with the right mix of agents by utilizing our partner network to meet their business requirements and objectives.
- Client Governance – Providing timely and fact based updates to the client regarding the delivery of services to the client’s end customers.
- Command Center – Ensuring contractual service levels are met across the customer service providers. It includes such areas as traffic management, outages, escalations, under and over staffing, and intraday management.
The Multivendor Management delivers:
- Alignment between the client’s business priorities and service performance across the enterprise
- Consistency through a single point of contact for all facets of support across programs, vendors, contact center technologies, and geographies
- Communication between client objectives and delivery partners on EDS’ contact center technologies
- Results by monitoring and reporting enterprise performance which is used to optimize service and quality
Strategy & Assessment
In order to establish an effective Multivendor Management organization, EDS recommends a comprehensive Strategy and Assessment project that encompasses the people, processes, and technologies of our client’s contact center environment which is used as our baseline. We then compare the client’s contact center operations to market proven industry best practices and create a road map that recommends strategies, a business case, and a pragmatic roadmap to realize the objectives of the organization.
To lend credibility to this assessment, we leverage contact center industry and domain expertise and customer interaction strategic planning capabilities to quickly and efficiently identify areas where the contact center can move from the current state to the desired future state with the intent being greater functionality, flexibility, and better economy. The result is an actionable roadmap for the future state contact center that aligns to the client's business, operations, and budget needs to support their business objectives.
Technology Management
Supporting the client’s enterprise contact centers and managed through EDS' Multivendor Management organization, the Technology Management feature package is a centrally managed set of contact center technologies that are part of a highly controllable, secure, and repeatable infrastructure that enables our clients to realize a higher quality customer interaction while reducing the total cost of interaction within the contact center. It is comprised of:
- Telephony Management – A core set of management tools and processes that enable contact center connectivity and transformation. This helps increase effectiveness while improving the efficiency of each contact center environment through enterprise routing, desktop automation, workforce optimization, quality management, automated training, and knowledge management.
- Customer Self-Services – Enables enterprises to provide self-services capabilities for delivering customer support, completing customer transactions, and providing content-rich information through IVR/speech recognition.
- Contact Center Performance Management – The delivery of actionable customer service data through dashboards, reports, ad hoc analysis, and real-time notification. Assists both decision-makers and agents to manage, improve and optimize the contact center operations.
Technology Management delivers:
- Best in Class Virtual Global Platform
- Superior, Consistent Customer Interaction
- Risk Mitigation
- Fewer Integrations
- Reduced Variability
- Speed and Flexibility
- Enables a Differentiated Customer Experience
Improve your customer experience through increased service, quality and operating efficiencies. By outsourcing your multivendor customer service management, contact center technologies and processes to EDS, you can deliver greater revenue and provide a higher-quality customer experience while controlling costs.