Professional Services

Our Call Center Services consultants have extensive experience solving voice and data interoperability issues across an array of systems environments and industries.

• Proven methodology
• Vast knowledge repository from prior implementations
• On-budget, on-time solutions for:
  • Assessment
  • Design and Systems Architecture
  • Development and Integration
  • Software Development
  • Production Support
  • Monitoring and Outage Recovery
  • Security and Upgrades
  • Support Web Pages

Our consultants provide fixed-price/fixed-time contracts for all design, development, and implementation services.

Assessment includes defining and documenting the following:

• Business models and rules
• Business needs/requirements
• Existing system infrastructure (IVR, WFM, host data interfaces, desktop application APIs, Web and e-mail access points, etc.)
• Existing network infrastructure
• Report requirements
• High-level proposed solution

Our experience in a variety of voice and data environments allows us to pinpoint potential problems quickly, thus helping to reduce costly mistakes and implementation delays.

• Systems architectures for production and development environments including IVR, CTI, WFM, and interfaces to existing software, desktop applications, and databases
• Platform requirements including server sizing, availability, fault tolerance, and redundancy recommendations
• Telephony carrier and data network integration
• Routing strategies
• Call flows
• Desktop softphone applications
• Attached data, screen pops
• Testing procedures
• Design and implementation schedules and project plans

Once the design has been completed and approved, development and integration activities begin.

• IVR application development, installation, and integration with the switch
• Installation, configuration, and integration to ACD, IVR, desktop, Web and e-mail applications
• Database and data resource integration including middleware development for existing databases or legacy systems
• Report development
• Test plan development
• Disaster recovery plan development
• Security and audit compliance support

Our project management methodology can help ensure functionality is deployed rapidly

• Hardware and server installation
• Software application installation (CTI, IVR, WFM, host data access, desktop APIs, softphone)
• Network connectivity established and tested
• CTI link connectivity established and tested
• Agent/ACD provisioning
• Database provisioning
• Load testing
• Project and resource management (multi-vendor solutions)
• Testing, certification, and acceptance
• Production turnover

Our Call Center Development Team supports the field implementation teams in solving customer-specific integration issues that require challenging, innovative development efforts.

• Certified engineers on multiple platforms
• Broad experience with the IT standards of Fortune 500 corporations for distributed systems, operating systems, and telecommunication systems
• Expertise across wide range of ACD/PBX systems
• Frequent collaboration with partners to develop custom interfaces
• Highly skilled C and C++ programmers on staff
• Certified Java and Oracle experts on staff
• Expertise in communication protocols such as TCP/IP, CORBA, and RMI
• Strong IVR application development on multiple platforms

Our level of post-implementation support is unsurpassed.

• Support engineers available around the clock
• Fast response times
• Single contact support for all hardware and software licensed, designed, or implemented by Verizon Business
• Quick, reliable support

Our "wellness" checks provide regular and thorough system checks by expert Systems Engineers.

• Weekly logs are collected and stored to provide baseline historical data to reduce troubleshooting times
• Customized scripts provide local personnel with automated tools on an as-needed basis
• Off-site storage of customers' critical system data such as source code, application files, and configuration files

Verizon Business consultants can help keep your system secure and help you plan and implement software upgrades.

• System security audits
• Software upgrades
• Extensive software upgrade testing
• Upgrade implementation services

Monitor the status of production support team issues via secure Web pages.

• Password-protected web support pages
• Easy access to system wellness checks
• Track status of open issues
• Advanced trouble ticket tracking system
• Quick, reliable after-hours and off-site troubleshooting and maintenance