Contact Center and Business Optimization

In partnership with our clients VWI works to improve the efficiency and effectiveness of business operations by designing and implementing innovative models and strategies to help clients deliver a consistent, high-quality customer experience.

  • Improve efficiency and effectiveness of overall operations
  • Design and implement best in class models and strategies that delivers a superior customer experience
  • For contact center optimization – achieve reasonable cost-to-serve, through consistent approaches to dealing with customers across all contact center’s channels (phone, Web, IDTV / kiosk, mobile access, etc.)

Our customer relationship management services include a full range of contact center optimization services, including:

  • Contact center strategy-Helps formulate contact center strategies that support their overall business vision and leverage the contact center as a competitive differentiator.
  • Contact center consolidation strategy-Helps formulate consolidation efforts. It strategically sequences a definitive course for the organization, and helps to ensure overall implementation success.
  • Contact center diagnostic-Helps clients determine the gap between where their contact center and delivery channel operations and capabilities are today, and where they need to be in the future.
  • Self-service assessment-Helps our clients determine the most effective use of web-enabled technologies to support their contact center business needs.
  • Telephony integration assessment-Leveraging technology infrastructure(s) to automate contact center activities.