The lifeblood of telecommunications in almost every organization is easily the most complex. Deciding between Centrex vs. in-house, analog vs. digital, voice mail options, security features, secondary features, and other factors require expertise and experience.

Many vendors offer competing systems and each system is usually available from many re-sellers. Who and how to choose?

The size of your system will determine its useful life and its ownership cost. An incorrectly sized or improperly trunked system can easily double the lifetime cost of a PBX.

Everyone has experienced “menus from hell” -- they are even the stuff of late night comedians. This just emphasizes that well written menus improve customer service – and reduce costs as more calls are handled without human intervention. IVR calls can also be faster and more accurate than TSR calls for certain types of transactions.

Voice recognition is making great leaps in its effectiveness and reliability, and even greater leaps in its claims to the possible purchasers of IVR technology. CSG can separate the useful from the merely interesting and the cost effective from the cutting edge in this very interesting area of technology development.

CSG is experienced in the purchase, negotiation, programming, installation, testing, and maintenance of IVRs. CSG can assume full or partial responsibility for your company IVR.

For new IVRs, CSG assists with:

		Proper scope definition
		Analyze service bureau alternatives
		Selection of an appropriate IVR vendor at a fair price
		Negotiation of a performance-based contract with an appropriate vendor
		Supervision and testing of installation and programming

For Existing IVRS, CSG assists with:

		Menu Design and Flow – CSG redesigned menus often lift call response by 40%
		Design and implementation of effective and reporting
		Implementation of maintenance and monitoring techniques
		Upgrading voice recognition technology as appropriate

The ACD is central to good customer service – it guides both your customers and your call center agents. These devices improve productivity, provide critical reports, create queues and match agent skills to customer needs. ACDs are now integrating email, chat, faxes, and voicemails in addition to voice.

CSG consultants evaluate, purchase, implement, and test all types of electronic customer service including:

Integrated Voice, Email, and Chat routing solutions

Email management software

Web-based customer service software

Voice Over IP

For ACDs, CSG assists with:

		Selection of an appropriate ACD vendor including contract negotiations
		Supervision and testing of installation and programming
		Setup & Design of Call Routing & reporting
		Turning Off or Ignoring Features That Hurt Good Customer Service (Note: we call technology that, when used as intended, actually harms the organization “cigarette technology.” Please call us for examples.

Today’s ACDs are largely over-designed – packed with too many features, some of which actually degrade customer service.

Telemarketing has become as complex an operation as any. A plethora of available systems vary in cost, utility, and compliance with legal restrictions. CSG consultants not only purchase hardware but also direct set up, programming, reports, and list management in ways that please not only the CFO but also the call center manager too.

The national Do-Not-Call registry has added regulatory and database management issues to all telemarketing campaigns. CSG is expert at these regulations and assists clients to ensure proper suppression of registered names. In addition, state-by-state regulations and do not call lists are factored into every dialer purchase, installation, and maintenance plan.