The Cerium Networks Contact Center Services Practice offers Customers and Partners the following Professional Services Offerings. Please contact your Cerium Account Manager for further details 1-877-4-CERIUM.

Contact Center Design, Development and Deployment Services

• Voice Channel ACD Routing Application’s
• Multi-Channel Application Services (Web Chat, Email, SMS, Fax, Outbound – Work Flow Design)
  • Avaya Contact Center Express
  • Avaya Aura Contact Center
  • Cisco Unified Communications Manager Express (UCCx)
• Multi-Site, Virtual, and Best Services Routing
• Multi-Lingual Routing and Interpreter Services

Reporting Analytics

• Installation and Integration Services
• Administration Configuration Programming and Training
• Supervisor Reports Training and Interpretation
• Custom Reports Design, Implementation and Training
• Reports Design, Implementation and Training
• Upgrade support and consolidation services
• Historical Data Migration’s
• Integration of third party applications
• Interface integration of Email and Print Devices
• Business continuity and High Availability Solutions
• Desktop Statistics Integration and Visual Media
• SQL and Stored Procedure consultative services
• Display Solutions (Wallboards, and Visual Desktop Displays)

Workforce Management

• Business and Workforce Collaboration
• Data interpretation and workforce scheduling consulting
• Third party integrations, for Verint, Aspect, Nice and Pipkins
• Interaction Center Design, Development and Deployment
• Third Party integration Consulting

Computer Telephony Integration

• Screen Pop Integration Services
• Third Party Integration Consulting
• Software development – *Emerging discipline

Quality Monitoring and Recording

• Installation and Integration Services
• Schedule Consulting and Sample Rates for Quality Assurance
• Forms Designer Training and Interpretation
• Quality Assurance Best Practices

Interactive Voice Response / Auto-Attendant | Self Service

• Auto-Attendant Scripting and Routing with Analytics
• Interactive Voice Response Design and Work Flow Design
• IVR Best Practice Consulting
• Virtual Hold and Call Back applications

Outbound and Proactive Communications

• Campaign and List Management Consulting
• Pacing Algorithm consulting and utilization practices
• Systems Integration Design Consulting
• Blended Agent Consulting and Report Interpretation

Optimization Services

• Contact Center Optimization Workflow Study
• Contact Center Optimization and Tune-Up
• Contact Center Optimization Strategic Direction and Application planning
• Communication Plan Management
• Customer Focus Group Consulting

Business Consulting

• Assessing Key Performance Index (KPI’s) and Goals
• Technology deployment and operations planning
• Systems Integration Testing (SIT) / (UAT) User Acceptance Testing
• Disaster Recovery planning
• Security awareness within the contact center (Financial and Healthcare)