How ACLIVITI Supports CCaaS Transformation
Are you looking down the barrel of a contact center overhaul? Consider the value of a strategic partner: one with a proven methodology for CCaaS success.
1. Assess your current state
Challenge: Information is distributed across different lines of business, facilities, solutions and individuals, and data is siloed
Solution: ACLIVITI will take on the burden of collecting, compiling, analyzing, standardizing and reporting data with valuable insights.
2. Set goals and objectives
Challenge: Aligning key stakeholders across different departments, setting measurable objectives and kpis, and assigning responsibilities
Solution: ACLIVITI manages alignment, KPI agreement, and responsibility deliverables across the entire CCaaS transformation project
Strategies for a Successful CCaaS Implementation
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3. Investigate solutions
Challenge: without a basic understanding of different vendors and solutions, a lot of time can be wasted on demos without a concrete result
Solution: ACLIVITI is vendor-neutral, applying a wide range of industry experience to help create a vendor matrix and schedule targeted, productive vendor evaluations.
4. Implementation
Challenge: Internal resources are already stretched thin.
Solution: ACLIVITI can take on the project management and strategic solution implementation activities to ensure that results are delivered on time and within budget, and in line with short-term and long-term goals.
5. Optimization
Challenge: Post-implementation optimization and issue resolution requires significant investment, but is necessary to achieve maximum results.
Solution: ACLIVITI offers PMO and CoE service packages, to ensure that your business improves the ROI of the contact center once solutions are implemented.
6. Conclusion
Proven methodology (APEX) creates a framework that ensures efficient, effective contact center transformation with a clear path to near-term value realization.
- Implement internal changes and have visibility across processes.
- Eliminate contact center siloes that negatively affect customer experiences.
- Deliver real-time customer data to customer-facing contact center employees.
- Enable omni-channel and personalized experiences to customers.
