Integration for Contact Centers / Outsourcers
The Business Process Outsourcing Provider
Being in the outsourcing business is like experiencing a merger every month. Each new client has systems, applications, portals and workflows that must be integrated with yours quickly and inexpensively often without the help of the client's IT resources.
Your clients expect you to provide better service at a lower cost. However, if all you have going for you is economies of scale, you are already losing the battle to more efficient service providers, especially to offshore competitors with labor costs you can't reach. That's why you need a sharp competitive edge.
If you can integrate your clients' technology and assimilate their workflows faster than your competitors, you will win market share and improve margins. If you can do it at a lower cost, with fewer agents, you will reach your profit hurdles faster than you can now.
How can outsourcers compete more effectively?
- Do a better job, at lower cost than clients or even offshore competitors
- Do it without expensive application integration efforts
- Do it faster, without involving the client’s IT staff
- Move key profit hurdles closer – by 30% or more
- Shorten handle and hold time
- Show that you “know” the customer
- Provide requested services quickly and accurately
- Reduce errors, rework, referrals and call-backs
- Reduce the number of agents needed to meet client service level goals
- Reduce unwanted staff turnover and higher training costs
- Organize applications and workflows within a low-cost, flexible, intuitive and easy-to-use workspace
- Be easy, fast and inexpensive to deploy and maintain
- Share data interactively between applications (Telephony, Windows, J2EE, Portal, Legacy and Mobile Applications)
- Integrate applications without re-programming
- Automate and script complex tasks and workflows
- Create and store all activity history
The integration of applications and data has always been the most formidable challenge for outsourcers. Each time a new client comes aboard, or an existing client modifies their systems, you have to integrate those technologies with your applications and telephony systems often without the assistance from the client's IT staff. Until now, the traditional approaches to address these challenges have fallen way short of success. Integration approaches like message brokering, application reengineering, portals and conversions to web based applications have all been tried and failed in outsourcing projects due to three basic shortcomings:
- They take too much time.
- They cost too much.
- They don't do enough to optimize inefficient workflows.
Cicero’s unique integration technology overcomes these failings in outsourced contact centers by making it possible to simplify navigation, share applications and data in the context of the customer, and simply workflows--all without programming or relying on the direct access to your client's IT resources.
As an ideal outsourcer solution, Cicero:
- Reduces operating, staffing and IT costs
- Improves customer satisfaction, loyalty, retention and profit
- Increases per-agent revenue at lower per-call cost
- Improves development and deployment of new products, services, and business processes
- Enhances shareholder value with higher, faster return on your investments in IT, training, staffing and business process improvement
- Increases cross and up sell opportunities using business rules as part of the unified desktop
Cicero is a proven provider of unified desktops for outsourced contact centers such as N.E.W. Customer Service Companies. Click on the link to the right to read more.
