Collaboration SolutionS

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Unified ContaCt Center assessment Benefits

• Obtain a comprehensive view of your contact center business strategy, requirements and infrastructure

• Assess the value of new technologies and your customer service strategy

• Identify gaps between current capabilities and your customer service objectives

• Identify challenges with implementing a contact center environment: are you prepared?

Unified Contact Center assessment overviewIn today’s business environment, companies are looking for ways to reduce business costs, improve operational efficiency, and improve customer response. The Contact Center Assessment is designed to perform best practice analysis of the current contact center capabilities (organizational structure, support staff and call flows). The assessment develops specific recommendations to enhance the contact center.

our Proven methodologyWe combined Insight Networking’s world class Contact Center, Unified Communications and IP Networking services with industry leading contact center technology providing business transformation, which allows companies to obtain a competitive advantage in the marketplace.

our approach: • Conduct a series of interviews to accomplish the following: • Determine executive solution requirements and expectations • Discuss contact center mission and vision • Determine call center applications and functionality • Determine technical solution requirements and expectations • Discuss the existing use of features and applications • Review current contact center including PBX, ACD, IVR, etc., and document how the

customer care applications are utilized in this environment • Review Contact Center business requirements • Observe customer care agents and supervisors on live calls to further understand the

current environment • Review current LAN/WAN infrastructure

Unified Contact Center Assessment

aBoUt insight

Insight is a technology solutions provider serving global and local clients in 190 countries. Today, thousands of clients, including more than 80 percent of the Global Fortune 500, rely on Insight to acquire, implement and manage technology solutions to empower their business. Insight provides software and licensing services globally. In addition, we offer a comprehensive portfolio which also includes networking, hardware and value added services for our clients in North America and the U.K. We are aggressively expanding our global capabilities by introducing new offerings, including hardware and services, to meet emerging needs for our clients worldwide.

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success storiesWe have successfully developed contact center strategies for a wide range of industries and for a wide range of clients – from Fortune 500 companies to rapidly emerging businesses.

global agricultural Biotech Company Provided enterprise strategy and best practices roadmap for implementation and operations to support 1st call resolution in the customer operations contact center.

Large retail organization in the midwestProvided enterprise strategy and best practices roadmap for implementation and operations to support ecommerce and multichannel initiatives.

Large health Care Provider on the West CoastProvided enterprise strategy and best practices roadmap for implementation and operations to support geographically dispersed support centers.

financial Company in the northwest Provided enterprise strategy and best practices roadmap for implementation and operations to support enhanced routing, reporting and customer relationship management.

fast facts• Cisco Gold Certified Partner• HP Platinum Partner• IBM Premier Business Partner• Lenovo Premier Business Partner• Microsoft Gold Certified Partner• Lifecycle Management Services• ISO 9001:2008 Integration Labs

• Advanced Technology Labs• IT Management Services with a 24x7

Network Operations Center• 432,000 square foot Distribution Center• $130M ‘ready to ship’ inventory, $3.3B

virtual inventory• 2,500+ technical certifications

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. ©2010, Insight Direct USA, Inc. All rights reserved. Updated 7.10. 10-10790