Call Centre Technologies
Hitachi Consulting has over 15 years experience in Strategy, Vendor Selection and Implementation / Management of Contact Centre Technologies working across many vertical market sectors which include: Retail Banking, General Insurance, Life & Pensions, Retail, Asset Finance.
We have experience in a full range of Contact Centre / Office Automation technologies which include: Desktop Technology (PC workstations, phones, headsets, displays), Visual Displays, Call Routing Solutions (Network level / Client level), VoIP, CRM Software, Electronic Document & Records Management (EDRM), Outbound Diallers, Workforce Management Software, Office Automation Solutions (e.g. eMail / SMS), Business Intelligence Solutions, Business Continuity Solutions.
Our team of contact centre specialists support clients in four main areas:
Contact Centre / Office Automation Technology Strategy - working with our clients to develop a Contact Centre Technology Strategy which is aligned to the Client's Vision / Strategy / Business Goals and builds on our deep expertise / knowledge of the Contact Centre / Office Automation Technology sector
Contact Centre / Office Automation Technology Selection - we assist clients in selecting and procuring new technologies. We are able to offer a full service solution which includes: gathering and agreeing Business Requirements, the identification and selection of the vendor / solution (RFI / ITT), managing the procurement (including contract negotiation)
Contact Centre / Office Automation Implementation and Trouble Shooting - we assist clients in managing the implementation of these Contact Centre / Office Automation technologies. This can include managing multiple vendors and providing trouble shooting support to ensure the technology is bedded in quickly with the minimum disruption to our clients business
Maximising the use of Call Centre Technology - we assist our clients in maximising the use of existing technology which can be as a result of a specific issue the client is experiencing or, the client is considering procuring new technology and we are able to develop a solution based on existing technologies which provides the majority of the requirements for a fraction of the cost
