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Assessments and Benchmarking Performance Improvement Technology Solutions and Requirements Development Outsourcing Assessment and Vendor Selection Business Process Engineering

Services: Technology Solutions and Requirements Development Centech provides vendor selection and project management for contact center technology deployment. We help: Find and select the right technology partners Define functional requirements and business rules Manage project implementation We recommend useful technology and we teach people how to manage it effectively. Centech helps you select your vendor, and we help manage the implementation process. And, we provide the accurate answers and information that vendors need to meet their deadlines. • CRM Systems The best systems investment you can make is one that your people will use. Centech helps you assess the need for Customer Relationship Management (CRM), Contact Management and Knowledge Management Systems. We have experience with the major CRM providers, and help you select the right CRM technology partner for your needs. Plus, we define and document business rules and furnish project management services to implement your CRM system on time. • Voice over IP Migration, Planning and Implementation Voice over IP (VoIP) technology is becoming an important leading edge technology for call centers. VoIP ACD offers an exciting range of new and inexpensive functionality replacing several separate applications in the legacy ACD world, including digital voice recording, call tracking and reporting and more. Centech has conducted a number of Voice over IP (VoIP) migrations, including vendor assessments vendor selection and project management. Centech has experience with Cisco, Avaya, 3Com and InterTel, and can help your firm with the strategic migration plan as well as VoIP vendor selection and implementation. • Voice over IP Network Readiness Centech works with your network staff to prepare your LAN/WAN network for carrying voice data without impairment of voice quality. Data networking equipment and data protocols must meet stringent voice data quality standards to ensure a successful Voice over IP implementation. • Speech Recognition Systems Centech has provided technology evaluation, vendor selection and project implementation management with voice recognition systems to provide large scale customer care call processing applications for customer care centers nationwide. These applications require careful analysis and preparation in the selection process to guarantee that they will work, and that customers will use them. Centech's most recent voice recognition system implementation was highly successful in that it met both of the aforementioned criteria. • ACD Configuration We work with ACD vendors to provide them a detailed work plan outlining all of the business rules, settings, queuing logic, greetings, messages, routing numbers, splits and skills they need to configure your ACD for a flawless implementation. • Intelligent Call Routing Multiple call centers can serve as a single, virtual call center using Intelligent Call Processing. Calls are routed in real time to the next available agent regardless of where agents are located. The benefit to call centers is the elimination of groups of idle agents in one location while another site is overwhelmed with calls. Centech is experienced with the major technology providers. We define strategy, configuration and business rules for call routing, and provide project management services so your virtual call center can be implemented on time and perform flawlessly. • Workforce Management Workforce management systems automate the complex process of analyzing call history, forecasting future call volume, estimating headcount requirements, and assigning work schedules and breaks. These systems can pay for themselves in less than a year. Centech helps you: Assess your needs Select a vendor Choose among forecasting, scheduling, productivity and adherence tools Design configuration requirements (work rules) Manage project implementation Train your staff to use the system effectively • Interactive Voice Response Systems Centech designs customer-friendly menus that ensure high participation rates with your customers. If customers prefer self-service, and they like your automated response system, they will use it and save you money. Our best designs interact with Intelligent Call Routing systems and customer account information databases to route calls and display customer account information to your agents.

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