MCMS Call Centers

TRANSFORMING THE CALL CENTER USING
MULTIPLE CONTACT MANAGEMENT SYSTEMS
By Steve Leaden, President, Leaden Associates, Inc.

The dawn of a new age is here, an age of the Internet, an age of customer service, an age where people communicate via any media (voice, e-mail/WEB, fax, video). Welcome to the 21^st century, an age that embraces all media all around us, with an absolute obsession for customer service, to serve the customer first, and for doing “whatever it takes” to win the customer’s business.

What is a significant area that will impact this obsession for customer service? Multiple Contact Management Systems (MCMS) for call centers. Terms like e -commerce, e-business, have created an exciting picture of selling anything, anywhere, 24 x 7. Some dot.com models have not yet realized that, without a real live person on the other end of the transaction for handling issues other than “standard” orders, the dot.com will not succeed; a call center is needed to facilitate orders and customer service issues. It is here where the MCMS-based call center comes into play.

MCMS provides a means to embrace voice calls, e-mail/WEB forms, fax, and video into one cohesive component, treating an e-mail or any other media as if it were a voice call, and tracking it for later review.

Why MCMS Is Needed Today

Imagine this: You are a call center manager or director and given corporate direction that your company is moving to an e-business model, and you must begin to transform a traditional call center model to an e-business model. You’ve already deployed skills-based routing and CTI into the call center and have helped proven to management the value of call center tools to improve call flow, to improve the bottom line for your organization.

Now it’s time for the next transformation – to evolve your call canter toward an e-business model, an e-business solution.

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.">