In today's fast-paced world, call center technology can change on a dime, potentially leaving yesterday's solutions and equipment in the dust. At the same time, many businesses continue to look for ways to reduce costs, streamline efforts and gain competitive customer interaction advantages. Finding the right blend to maintain cutting-edge technology, while also minimizing expenses can be challenging. Insight Contact Center Solutions has the proven expertise that can take your business to the next level.
Yesterday's call centers were truly just that – a room full of people with telephones, fielding calls from customers. Today, these same customers are looking for real-time interaction in the quickest, most convenient channel available, whether it's via telephone, Web, chat, email, self service or social media. Call centers have evolved into the next generation contact centers, offering a variety of options and solutions.
By implementing a centralized intelligent contact management platform, your business has the potential to gain a competitive advantage in the market place. This will allow for enterprise level reporting, centralized administration, and support and maintenance contracts.
Insight's team of contact center experts can conduct an assessment to determine the following for your business:
What Insight's Contact Center Solutions can do for you:
After so much bad news these last few months, we can finally see the light at the end of the tunnel. And businesses are preparing to take advantage of new opportunities by adding staff in their call centers.
An alternative approach to simply adding headcount is to reassess your contact center infrastructure at a strategic level. Consider these two questions. How are you handling customer interactions today? Are you leveraging the latest IP-based services?
If not, an obsolete call center may be costing you opportunities to extend customer reach and improve customer loyalty. You may want to consider a unified contact center model to improve information delivery and maximize agent efficiency.
The Cisco Unified Contact Center aims to present customers with the desired information, from the most appropriate resource, via the preferred channel, in a timely and accurate fashion. And the IP nature of today's contact center allows for interactions to be routed to virtually any location based on any number of criteria and be reported on for the duration of the interaction.
There are three major benefits of this model.
We're all hopeful that this recession is nearing an end, but we understand that budgets are still tight. That's why every Insight contact center engagement begins with a business impact analysis that determines the true ROI of contact center implementations.
Insight's business discovery process enables us to determine bottom line drivers and map a financial impact assessment around a unified contact center implementation. More often than not, clients learn through this process that they can't afford not to invest. The sooner they do it, the sooner they can drive revenue in their business.
Our approach helped a propane retailer improve resource productivity, reduce liability and enhance customer satisfaction across 1,200 retail outlets. Another client, a regional sanitation company, saved $150,000 by implementing a single interactive voice response application.
Before you add headcount, let's work together to determine how unified contact center will impact your business. Click below to learn more about our Unified Communications Solutions or to contact an Insight specialist.
Launching in 2011, Microsoft® Office 365 will bring together cloud versions of your most trusted communications and collaboration products, with the latest version of the Office Desktop Suite. Office 365 is designed to meet the needs of businesses of all sizes, helping save time and money to free up valuable resources.
Not only will Microsoft Office 365 replace Business Productivity Online Services (BPOS), but Microsoft will also be making some changes to the Enterprise Agreement (EA). Insight can help you prepare for this.
Signing an updated EA amendment (as part of your new/renewing/mid-term (True-Up) EA sales motions), enables you to switch desktops from on-premise Office to Office 365 after General Availability, whenever you are ready. In addition, you can still purchase BPOS as that will switch over to Office 365 when available.
If you signed your EA before November 1, 2010, you are eligible for an amendment that will grant you access to the Office 365 when it is released in 2011. This allows you to add Office 365 when you are ready, but does not lock you into any specific purchases. This new amendment will prepare you to make the transition to the cloud at your own pace and provide flexibility to allow users to move back and forth between online and on-premise solutions. For more information on how Office 365 can help your business, please contact your Insight sales representative at 1.800.INSIGHT or email us at cloud@insight.com.
Symantec recently announced a new management plug-in for VMware vCenter™ Server available to Backup Exec 2010 customers, allowing them to reduce the complexity of managing backups in VMware-virtualized environments. Scheduled to be available by early next year, the new plug-in for VMware vCenter Server provides a comprehensive view of virtual machines and exposes granular details of virtual machine backups – all from within the VMware vCenter Server console or the VMware vSphere™ Client.
The Backup Exec Management Plug-in for VMware vCenter Server works with the core Backup Exec virtualization features to provide a consolidated protection status view of all virtual machines within the VMware vCenter Server or VMware vSphere Client. Customers can view:
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