I N S I G H T. C O M t 1 . 8 0 0 . I N S I G H T

In today’s business environment, companies are looking for ways to reduce business costs, improve operational efficiencies and increase customer response. Insight’s Contact Center Solutions are designed to exceed these goals by delivering intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI) and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distribution (ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly deploy a distributed contact center infrastructure. All this provides powerful collaboration tools that transform customer care from simple phone transactions to unique, rich customer experiences.

Insight engages with business stakeholders to thoroughly understand contact center goals and objectives. This understanding, combined with industry-leading contact center technologies, enables business transformation, which allows companies to obtain a competitive advantage in the marketplace.

INSIGHT SOLUTIONSInsight offers a full range of contact center services from strategic consulting and planning to solution implementation and upgrades to operational management, as follows. •StrategicAssessment •HealthCheck •Planning&Design •Deployment,Upgrade,Optimization&Customization •Scripting&CallRouting •Self-Service •Outbound •Email •WebChat •SocialMedia •CallBack •Desktop •ApplicationDevelopment •Reporting •QualityManagement&Recording •WorkforceManagement •ManagementServices

CONTACT CENTER BENEFITS •Gainacompetitiveadvantageinthemarketplacebyimplementingacentralized

intelligent contact management platform. Take advantage of enterprise level reporting, centralizedadministration,andsupportandmaintenancecontracts.

•TakeadvantageofyourIPnetworkinvestmentcreatingavirtualcontactcenterindependent of physical location.

•Moveyourbusinessclosertoyourcustomer.Customersdemandmultipleaccesschannelsto acquire assistance, contact customer service and make purchases. They require it real-time and seamlessly. Improving the customer experience and lowering customer effort can dramatically impact customer loyalty.

•Contactcenteroperationsareaboutmeasuringtransactiontimes,improvingprofitabilityand increasing customer satisfaction. Improving your agent tools and capabilities can dramatically enhance their productivity and increase your bottom line.

CONTACT CENTER SOLUTIONSUnified Communication & Collaboration Solutions

WHY INSIGHT

Cisco Gold Certified• 17 Year Relationship• National Partner, Ranked 1st in U.S.

Specializations• Master Unified Communications• Master Security• Advanced Content Security Specialization • Advanced Collaboration Architecture• Advanced Borderless Network Architecture• Advanced Data Center Architecture • Integrated Architectures Specialization

(Local)• Small Business Specialization

Cisco Managed Services• Powered Managed Unified Communications• Powered Managed Unified Contact Center• Powered Managed Security

Cloud Builder • Storage• Virtualization• Cloud Management• Cloud Professional Services

Advanced Technology Providers• TelePresence Video Master • Unified Contact Center Enterprise• Customer Voice Portal• Identity Services Engine (ISE)• Physical Security

Other Authorizations• Digital Media System• Cisco WebEx TelePresence• Cisco Capital Financing• Cisco Certified Refurbished Equipment• Global Resale Agent

I N S I G H T. C O M t 1 . 8 0 0 . I N S I G H T

INSIGHT – A WORLD OF TECHNOLOGY RESOURCES

• Global provider of information technology (IT) hardware, software and service solutions to business and public sector organizations

• $5.3 billion in revenue in 2012 • 5,400 teammates worldwide• Operations in 23 countries, serving clients

in 191 countries • 2,300+ product and industry certifications • Global software reseller• Software lifecycle support for 80 percent of

global Fortune 500 • Number 460 on the 2012 Fortune 500• Services to plan, deploy, operate and

refresh IT• More than 1,100 consulting and service

professionals

Insight and the Insight logo are registered trademarks of Insight Direct USA, Inc. All other trademarks, registered trademarks, photos, logos and illustrations are the property of their respective owners. ©2013, Insight Direct USA, Inc. All rights reserved. Updated 4.13. 13-00442

INSIGHT APPROACHByemployingaprovenmethodology,bestpractices,project management and detailed readiness assessments, we are able to provide scalable, customizedsolutionsthataddressbothyourimmediate contact center needs as well as your long-term strategic business goals and objectives. Insight strives to:

•Thoroughlyunderstandyourbusinessandalign technology and financing to meet those requirements

•Engageappropriatelyskilled,trainedandcertified engineers and consultants to deliver your project

•Deliverprojectsontimeandonbudgetnomatter how complex, using dedicated project managers

•Workwithbest-in-classtechnologypartners •Useaprovenmethodology:review,plan,design,implementandoperationssupport

The value of the Insight project methodology cannot be overstated. It was founded on industry best practices and enhanced with years of real life network implementation experience.

CONTACT CENTER SUCCESS CHARACTERISTICS •BusinessStakeholders–Broughtinearlyandownpartofthepurchasedecision •ContactCenterAssessment–Performedtodeterminebusinessandtechnical

preparedness •CommunicateChange–Businessprocessandtechnologychangesarecommunicatedand

embraced •OperationPlan–Discussedandagreedonpriortoimplementation •ProjectManagement–OversightprovidedbyboththeclientandInsightthroughoutthe

project •TotalCostofOwnership–Capitalinvestment,contingenciesandoperationalexpenses

fully understood and agreed upon prior to project initiation

CASE STUDY EXAMPLESInsight has successfully developed contact center strategies and solutions for a wide range of industriesandforawiderangeofclients–fromFortune500companiestorapidlyemergingbusinesses. •GlobalAgriculturalBiotechCompany–Providedstrategicplanning,design,deployment

and operational support of a contact center solution supporting local, regional and global groups. Developed an enterprise strategy and best practices roadmap for implementation and operations to support first call resolution, increased contact center visibility and enhanced workforce productivity. These solutions also enabled the company to leverage and enhance its contact center infrastructure for other contact groups globally and newapplicationsandsolutionssuchasself-service,CRMintegration,SIPtrunkingandvirtualization.

•GlobalTravelCompany–Developed,implementedandactivelymanagingacontactcentersolution to consolidate multiple, geographically-dispersed call centers into a single global contact center. This solution streamlined enterprise contact routing, self-service, reporting and management.

Please contact your local Insight representative, visit us online or call 1.800.INSIGHT today to learn how Insight can help your organization reduce costs, raise productivity and improve communications.