Contact center and enterprise evaluation, ranking, benchmarking and consulting for premise and cloud solutions. We work as an extension of your team, enabling you to make informed decisions while remaining free to focus on the core of your business.
Current Platform Assessment
We will run a full assessment of your current contact center platform and identify gaps, pain points, and inefficiencies. This will lay the foundation and inform the formal requirements documentation buildout.
Requirements Documentation
Through a series of interviews and meetings with key stakeholders from all areas of the organization, we formally document all current future state requirements, which includes use cases specific to your environment.
RFI/RFP Creation
If your process requires, we will craft an RFI/RFP document tailored to your specific needs, to be used for vendor bidding and evaluation. This can be as comprehensive as needed for your individual situation.
Vendor Selection Management
Based on the requirements and RFP responses, we will assist in identifying the top potential vendors based on our knowledge of the industry and their capabilities, service, and costs. We will include your unique needs and use-cases and coordinate the demos with your schedule. After every demo, we will assist in ranking each vendor to help you identify the best solution.
Value Realization Analysis and Executive Summary
We evaluate the hard cost and soft costs associated with your enterprise and contact communications environment. We have an established process the can focus on both the enterprise and contact center costs and how digital technologies can drive an ROI in savings and an increase in sales. A strong business case and financial justification are critical in your evaluation process. We will work with you to document current costs associated with your enterprise and contact center using our time-proven methodology and provide a detailed yet easy to understand summary.
Pricing & Contact Negotiations
Peakview has extensive experience with all the leading cloud vendors, having worked with clients of all sizes and industries. Our knowledge of the current market enables us to drive price points and maximize the value that you receive from your new solution.
Implementation Services
- Assign Project Manager
- Schedule customer kick-off meeting
- Level-set on project scope, expectations, etc
- Schedule vendor project kick-off call
- Define key stakeholders, review project scope for clarity, establish meeting cadence and timelines, etc.
- Attend Project Calls
- Ensure what was promised through the selection process is being delivered by the vendor
- Assist in keeping the project on track, resolving concerns as they surface in a timely fashion
- Escalate where needed, providing ongoing client advocacy
- Multi-vendor coordination
- If the selected solution has multiple vendors, we assist in ensuring seamless communication between those parties to identify dependencies and achieve a cohesive outcome
- Pro Go-Live support via remote or on-site as needed
The past 30 years in enterprise have undergone tremendous changes. None as dramatic as the digital transformation taking place today. Current Connections has been entrenched and involved in the technologies, companies and people that have driven these changes from the early days of automated attendant to IVR, Speech recognition, analytics, WFM, quality management and business process workflows. The digital revolution is changing the way all of us work today and into the future.
The number of providers offering point solutions, cloud, and services is mind boggling. In the digital transformation, all options are on the table and continually changing. This is where Current Connections is uniquely positioned to help you in the most cost-effective way by helping you sort through the conversations, time consuming analysis, and driving the best and lowest cost solutions.
Many organizations have considered or have moved their PBX, ACD, IVR, etc. to the cloud. We have experience with traditional on-prem and can assist with the move to the cloud. We consult in the following areas:
- Moving from traditional PBX and Cloud solutions
- Omni Channel and multisite routing, skills, and reporting
- Unified Communications
- IVR, including speech recognition and text-to-speech
- Web self-service, web chat, social media, and other assisted service
- Mobile apps
- CTI and CRM – working together
- Knowledge Management
- Workflow process automation
- Workforce management (WFM)
- Reporting, Analytics (Speech, Text, Data, Desktop, etc.)
- Performance optimization, including scorecards/dashboards
- Quality monitoring, logging/call recording
- Voice of the Customer
If you are planning on moving to the cloud, Current Connections provides a proven needs analysis, selection process including bench marking to competing products. And a deep network for vendor experience ranking.
Contact Us for further information on how we can assist you with your needs.