Consultants

Why Avaya Solutions? Avaya focuses on customer-driven processes to provide support for best-practice CRM and management, customer segmentation strategies and commitment management.

AVOKE Caller Experience Analytics from BBN Technologies is the first and only solution that profiles complete end-to-end telephone interactions from the caller’s perspective.  Without installing any new hardware or software, the AVOKE Call Browser system captures the caller's entire experience from dialing to hang-up - including all announcements, prompts, IVRs, queues and agents - across all sites, continents and outsource partners.  Companies use the AVOKE Call Browser system to deliver real-time caller experience dashboards, and to supply process improvement teams with complete and objective customer data.  BBN also provides professional services to quickly analyze a large volume of calls and deliver specific and quantified improvement roadmaps. 

Caras Training is a leading provider of Customized Training for Telephone CRM Communications, Call Center and Sales Consulting and Telemarketing services.

We are a team of experienced Call Center Professionals who blend "best practices" with "fresh ideas" to help you create a productive sales or support environment on-time and within budget. Successful engagements include development and implementation of call centers from 5-person to 100-person encompassing strategic planning, technology selection, staffing, training and managing to results.

CFI Group leverages twenty years of experience with the American Customer Satisfaction Index (ACSI), the most precise, reliable, and actionable science to turn "voice of the customer" data into strategies for measurable results. No other survey and analysis methodology can capture the customer feedback you need and project the financial impact of each element of the customer experience. One system gives you key performance metrics and finds your best opportunities to increase customer satisfaction for the greatest return on investment (ROI). Use CFI Group to quantify the value of customer satisfaction initiatives and make sound, informed, strategic business decisions that protect your greatest asset:  your customer.

Envox Worldwide is a leading global provider of voice solutions. The company’s products and related services, including Envox OnDemand, dramatically reduce the time, cost, and complexity of creating voice solutions and empower enterprises and service providers to significantly reduce operating costs, improve customer satisfaction and retention, and generate new revenue streams. Headquartered in Boston, Envox products are available worldwide through a network of global channel partners.

IQ Services is a provider of managed customer experience testing services.  We give contact center and IT professionals the testing tools and actionable data needed to achieve ROI and customer satisfaction objectives.

Strativity Group delivers Customer Experience Management (CEM) consulting services that allow organizations to develop customer experience strategies and deploy them creatively across their operation. Effective CEM strategies deliver fast, measurable return on investment within 6-9 months.