Our Experience

Large Contact Center Implementation

Established a 5,000 seat contact center for a large business process outsourcing firm specializing in  customer service, collections, and back office operations.  With careful planning and a well executed project, the new contact center went live within six months.  The end result was increased sales by a substantial factor and decreased operating costs.

Self Service Implementation

Developed an automated customer survey application with analytics running on an interactive voice response technology platform.  The application was designed to gauge a customer's satisfaction after every interaction with contact center agents.  The integrated customer survey application was invaluable to the company in managing contact center quality and it provided business leaders with a more transparent view into the contact center agent's performance.  

Data Center Migration

Designed and implemented a 4000 sq ft data center with advanced network infrastructure, modern structured cabling, redundant telephony platform based on VoIP solution, server, and storage infrastructure. Migrated servers and appliances to the new center with zero downtime.  With careful planning and a well executed project, the new data center was completed within five months.

Loan Modification Process Management

Faced with Federal Reforms, a mortgage servicing company needed a process to manage large volumes of documentation and customer requests for workouts on their existing loans.  An automated process and application was developed to acquire borrowers' financial documents, assign pre-qualified loan packages to loan counselors and update the workout status in the reporting application.  The automated solution eliminated the need to route paper and reduced the time to respond to a loan modification request from 4 days to 1 day.