Contact Center

  • Overview
  • Solution Partners
  • Consulting

It’s more than technology…it’s about creating an experience

Contact center technology has become increasingly integrated - making for improved processes and resulting in increases in cus­tomer satisfaction, efficiency, and revenue generation. As call cen­ters evolve to multi-media contact centers, many businesses are evaluating their call center technology and looking for new ways to make every customer contact count.   A new generation of consumers and adoption of multi-channel communication make it important for organizations to have an end to end approach surrounding their Customer Experience Management (CEM) Strategy.

Cerium Networks has been providing contact center solutions for over a decade, and partnering with industry leading manufactures to ensure we offer best in breed solutions.  This allows us to work with our customers to recommend the right solutions to meet your business objectives and customer service strategies.  We surround these solutions with a full range of professional services offerings to ensure your contact center initiatives are being met.  Our consulting services can help design, validate and deploy CEM strategies, processes, and technology providing a roadmap to ensure your solution meets your needs today as well as into the future.

Cerium Networks will partner with you on your contact center evolution to help make the journey a successful one.

  • Supporting over 20,000 Seats Domestically & Abroad
  • Customer Experience Management Strategies
  • Performance Management Deployment and Training – Including WFO
  • Multichannel Deployment and Consulting
  • Agent Assisted & Self Assisted Environments
  • Outbound and Notification Solutions
  • CTI and Data Integration
  • Multi-site and Remote Capabilities
  • Disaster Recovery and Business Continuity Strategies
  • Training and Consulting
  • Managed Services

 

Unified Communications Solutions:

CCicoo           Exchangeicob     Mobilityicob 
CONTACT CENTER         EXCHANGE & MESSAGING     MOBILITY & REMOTE WORKER
                 
 Telephonyicob          Videoicob      
TELEPHONY         VIDEO      
                         

Contact Center Platform Solutions

Avaya           Gold PLUS Masters           Enghouse
                         

      WFO Solutions      

Calabrio           Uptivity           Verint
                         

Contact Center Business Consulting

As your organization grows, business process are enhanced, staff transitions, customer landscapes evolve, channel growth occurs, as well as other impacts to your business, Cerium is here to work with you through these events. Through our consulting services and training offerings we can help turn change into opportunity. Cerium offers both packaged offerings or customized engagements to best engage with your organization.

  • Operational Performance Assessment — An in depth evaluation of your overall contact center environment including Organization and Leadership, Management and Process, Systems and Technology, and Talent Management.
  • Standard Assessment — A detailed evaluation of your organizations management, processes, systems, and technology.
  • Rapid Business Assessment — A high level overview of strategy, organization, and technology within your contact center.
  • Metric Assessment — A review of your contact center's KPI to ensure they align with your strategy and desired behaviors and performance standards.
  • Multi-Channel Strategy — Assistance with the development of a multichannel strategy to include a technology roadmap and experience management strategy.
  • WFM Assessment — A review of workforce management principles and methodologies to ensure full utilization of technology and processes.
  • QM Program Assessment — A review of Quality Management program structure and technology utilization to promote desired agent behavior and productivity.