Planning and Assessment Services

Cerium Networks is uniquely qualified to offer a range of solutions for your technology assessment and planning needs.

Network Readiness Assessments

  • Industry Best Practices
  • Quality of Service (QoS)
  • Class of Service (CoS)
  • Switched Local Area Networks (LAN)
  • Virtual LANs
  • Wide Area Networks (WAN)

Security Assessments

  • Health Checks
  • Architecture
  • Reliability
  • Vulnerabilities
  • Compliance

Contact Center Services

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 Contact Center Express
  • 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 Migrations
  • 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 Queued 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)