MCMS Page 4

What’s Available In The Market

Fortunately for the enterprise community, most major call center manufacturers offer some form of Multiple Contact Management Systems. Many specialized vendors have also written applications across multiple manufacturers, so there are choices available for most enterprise call center managers and directors.

When considering the migration to an MCMS-based call center, first and foremost, identify your MCMS goals. Is the goal collaboration of multiple media? Is it enhanced selling, reduced call times, improved customer satisfaction or worker environment enhancements? Is it demonstrating leadership through new tools and technologies?

Once your business and technology goals are established, consider the following next steps:

Needs Analysis - Study the major aspects of your business, and relate this to what is available in the MCMS market. Identify your present and future business needs. Develop budgetary requirements for management approvals and document. Understand the capacities and software releases and support issues with the incumbent call center. Identify any legacy systems requirements. Identify current and planned-for network infrastructure, and server hardware/software requirements. Identify databases for integration purposes.
Procurement – Develop new specifications and a Request For Proposal in line with your short and longer term business and technology goals for bid and evaluation purposes; include incumbent systems that are able to grow with you.
Project Implementation – Once chosen, develop an implementation plan for the MCMS components involved and realistic time frames. As stated earlier, the vision is simple, the execution is more complex. As such, training in new skill sets may be required and migration to new systems will be executed. So be patient, and allow for enough time to properly execute the implementation successfully.
Documentation – Be sure to document you enhanced MCMS call center, as this will be your baseline for ongoing vendor support and troubleshooting.

Strategies For Transforming Your Call Center

Consider the following strategies when looking to deploy the MCMS call center:

Look to every form of media to accommodate the customer . Look for every media possible to fulfill the customers’ needs and track it.
Use basic call center strategies as your baseline for transforming your call center. Don’t forget that multiple media customers will eventually “expect” the same level of service the enterprise community has come to already expect from the voice-only call center. Customers will, in the end, never compromise a lower quality of service over what they are used to, unless it offers a benefit that far exceeds the “less-than” quality issue.
Use technology as a means to an end, as a new way of making the customer happy, of responding to their needs. Technology should never be the front-end driver, instead, customer obsession and using technology to satisfy that obsession should be first and foremost.

Next Page a

[Home] [Overview] [Services] [Projects] [Papers] [Press Room] [Affiliations] [Guest Speaking] [Directions] [Contact Us] [Exec Bio]

Independent Telecommunications Consulting, Independent Telecommunications Consultant, Telecommunications Expert, Independent IT Consultant, VOIP Consultant, Unified Communications Cosnultant, Call Center Consultant, Disaster Recovery Consultant, Startup Consultant, IT Infrastructure Consultant, Telecommunications Consultant, TEM Consultant, Consultant, Cabling,
ACD, Call Centers, Call Accounting, Voicemail, Voice Response, LAN, Local
Area Network, WAN, Wide Area Network, Wireless, IP Telephony, Phone System Consultant, Information Systems Consultant, Business Strategy consultant, guest speaker, professional services, needs assessment, procurement, RFP, RFP consultant, implementation, New York Consultant, Connecticut Consultant, New Jersey sultant, Northeast Consultant, networks, strategic IT consulting, Independent Data consultant, test compliance, voice data audio video tele conferencing, teleconferencing, audio conferencing, IP savings, voicemail, project management, planning, cost benefit, needs assessment, needs assessment consultant, ROI, Return On Investment, telecom consultant, disaster recovery, vpn, carrier, atm, sonnet, frame relay, billing, audits, audit, independent, optimization, infrastructure, architecture, invoice processing, inventory, contract negotiation, convergence, MPLS, BGP, server, security, PBX, MIS reports, Cat5e, Cat6, remote, IT, "information technology", "project management", "consulting firms"

Disaster Recovery, VOIP, VoIP, VOIP consultant, VOIP consulting, Cabling Inbfrsatructure, CAT5e, CAT6, fiber optic, muti-mode, single mode, sniffer testing, IVR, Call Center, Call Recording, TEM, Telecom Expense Management, Wireless, Mobile, Call Accounting, Outsourcing
Telecommunications, Computer Telephony Integration (CTI), Teleconferencing, Consultants,
Long Distance, Routers, Information Technology (IP), PBX, Gateways, Voice Systems, Interactive Voice Response (IVR), Switching, Telephony, Voice Mail, Internet, Telephones, Unified Messaging, Web authoring, Phone Systems,
Mixed Messaging, Internet Security, Voice over IP, Convergence, Ethernet, VoIP, Data Communications,
Video Conferencing, IP Telephony, Local Area Network (LAN), TCP/IP, Call Centers, Client Server, ISDN,
CRM, Wide Area Network (WAN), Frame Relay, Contact Centers, Wireless, Network Management, ACD,
Fiber Optics, Request for Proposal (RFP), ASP, Cabling, Project Management, e-business, Networking,
Systems Management, e-commerce, Bill Auditing, Expert Witness">
<meta name="description" content="A professional association of ethical consultants in telecommunications
and information technology who evaluate and design voice, data and convergence systems including;
switches, wireless, voice and unified messaging, ACD/Contact Centers/CRM, internet services,
Web authoring, e-business & e-commerce, IP Telephony & Voice over IP, cabling, LANs, WANs,
bill auditing and network management.">