Professional Services

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.

Cisco Systems, Inc. industry-leading customer contact solutions provide businesses with differentiated competitive advantage enabled by superior customer support and service capabilities. Cisco’s customer contact portfolio includes both TDM- and IP-based speech self-service and assisted-support software solutions for large and mid-sized customer contact centers – all designed to improve service, reduce costs, and increase productivity.

FurstPerson helps contact center hiring managers qualify job candidates  through our industry leading pre-employment assessment tests that measure a candidate’s work habits, work attitudes, and work ability to perform contact center jobs.  Our tests include realistic job simulations, biodata tests, and job fit/personality tests.  Learn more at www.furstperson.com.

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.

Prosodie Interactive is an industry leading Interactive Voice Response service provider with more than 20 years experience working with multi-national organizations in North America. Prosodie helps increase the CRM efficiency and customer experience for Contact Centers by automating applications such as: Inbound Call Routing / Steering, Branch / Dealer / Store Locator, Skills Based Routing, Service Activation, Outbound Marketing Dialer with Hot Transfer, Information Retrieval, Technical Support, Employee Care HR, Order Shipment Status and Much more.

SER provides outbound dialers, including integrated VoIP, call management, monitoring and performance optimization for contact centers in the collections, teleservices, banking, fund raising, polling and surveys industries.

Verint® Witness Actionable Solutions™ is the leader in analytics-driven workforce optimization.  Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience.  From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set – featuring quality monitoring and recording, workforce management, speech and data analytics, customer feedback surveys, performance management and eLearning.  Impact 360 helps organizations improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.