At Queue Logic, we recognise that in most contact centres there is a requirement for some level of custom application development to integrate the contact centre applications.

This integration, for example, may need to be carried out at the agent desktop level to enable a screen pop when a new call arrives, or there may need for a stored procedure or a web service call to allow retrieval of billing information. 

In any of these cases, the Queue Logic Application Developers can create a new bespoke application using the latest development technologies to meet the requirement.

Many factors can create a need for re-evaluating your contact centre strategy and performance, such as: mergers or acquisitions, migrating to VoIP, designing a virtual contact centre, building a solid information technology plan for the future.

Our expertise in the contact centre industry allows us to work with our customers in order to understand their challenges so that we can provide them with a comprehensive contact centre strategy that leverages our proven industry experience.

Our Consultants are able offer objective advice on industry best practices in order to align business, customer contact and technology strategies across the enterprise.

Our business consultancy services include:

• Customer Experience Strategy – analyse the existing customer experience by reviewing the various customer contact points, including self-service, inbound and outbound interactions and determine the best strategy in order to improve customer experience and ensure a consistent brand across all contact points.
• Self-Service Strategy – assess self-service opportunities in order to determine the best strategy in deploying self-service.
• Technology Migration Strategy – develop a migration strategy for your contact centre technologies, including the migration to VoIP.
• Virtualisation Strategy – Design a multi-site contact centre operation that optimises resources and performance.
• Metrics Strategy – Identify and recommend KPIs, reports, dashboards, and analytical tools, and the technology plan to provide the right information to the right people.

After defining and developing the contact centre strategy, we can help to execute this strategy with our Professional Services.

At Queue Logic, we recognise that not all contact centres have the same business and technology requirements. These differences can range from different suites of KPI Reports being required to migrating to a complex Voice-over-IP based solution with Voice self-service.

We believe that the same professionalism and processes should be adopted  no matter what the scale of the Professional Services engagement is.

Our engagement methodology ensures that the Design, Development, Implementation, Testing and Project Management that we carry out is always to the same high standards.

As a Genesys partner, we always ensure that our Genesys Certified consultants are fully trained and have experience of delivering robust and feature rich solutions.

BUSINESS INTELLIGENCE

The ability to measure performance in a contact centre is a prerequisite for effective decision-making. Despite this there are few contact centres that use Business Intelligence to its full potential.

Queue Logic can assist our customers in identifying and recommending KPIs, reports, dashboards, and analytical tools. We can also offer the Professional Services to implement the right technology platform to deliver effective Business Intelligence.

INTERACTION MANAGEMENT

When a customer contacts your organisation, this is an interaction between the parties. This interaction is normally a telephone call, but in the contact centres of today these interactions can also be email, web chat, video call or any other medium that you use for customer interactions.

Interaction Management is the process that is used to route the interactions from the customer entry point to one of your resources such as an agent or an IVR for Voice self-service.

Contact centres now need to consider Interaction Management technology in order to supply the best service possible by utilising all of the agent resources available across the whole organisation.

At Queue Logic, our Professional Services consultants have extensive knowledge in designing, developing and deploying Interaction Management solutions to meet a set of business requirements.

Our consultants have delivered inbound and outbound call routing, contact centre virtualisation and multi-channel routing projects to allow organisations to move away from the ‘silo’ call centre to a feature rich contact centre, and to benefit from the efficiencies that are delivered from using Interaction Management technology.

WORKFORCE OPTIMISATION

While workforce management is part of workforce optimisation, workforce optimisation also embraces many other applications including call recording and quality monitoring, e-learning, performance management through scorecards, customer feedback management, integration across front-office, back-office and branch operations, and speech and data analytics. By enabling these functions to work together workforce optimisation provides a system for continuous improvement

Many contact centres start out by using a standard Excel spreadsheet to produce forecasts and schedules, managing these documents can be a very time-consuming and complex process that only scales so far. Queue Logic can help customers migrate from this approach to a full Workforce Optimisation approach that will move planning from a reactive to a more proactive model.

Workforce optimisation solutions can deliver key contact centre functionality including:

• Workforce Management: to ensure organisations have the right agents available with the right skills at the right time by providing in-depth strategic planning and workforce management tools to improve the performance of inbound, blended and outbound staffing resources.
• Recording & Quality Management: to record and evaluate agent performance, capture real-time customer feedback, and give organisations insight to both business issues and agent performance.
• Performance Management: to measure and communicate results to continuously improve business processes and ensure performance is aligned with overall goals.
• Training: deliver targeted training to drive performance improvement.

Queue Logic can provide consultancy and advice on all aspects of workforce optimisation. This includes providing advice to contact centres that have already invested in a workforce optimisation product suite.

VOIP

Traditionally, telephony solutions have used Time Division Multiplex (TDM) as the method of receiving and making calls. TDM technology has been available since 1962, and has a proven over time that it is a robust method of establishing a telephone call between parties. The down side of TDM is that whilst it is a scalable medium, it can be very expensive to increase the capacity required to an end user due to needing additional hardware and telephony circuits.

Voice over Internet Protocol (VoIP) allows voice, video and instant messaging communication to be carried over data networks instead of traditional TDM voice networks. Although VoIP can be deployed using a number of different standards, within the industry it is the SIP open standard that has been adopted by most solution vendors to supply VoIP communications.

The majority of contact centres migrate to VoIP based networks to take advantage of the cost savings gained from converging voice and data traffic onto a single network infrastructure. However VoIP-based contact centres can reap many additional business benefits, such as the support of additional communication channels, the provision of innovative services, and enabling the virtualisation of interaction handling i.e. being able to route calls to the most experienced person in the organisation regardless of their location.

Queue Logic has extensive knowledge in designing and deploying VoIP solutions and can assist customers in a number of ways, including:

• Migration from TDM to VoIP – our consultants can produce a migration strategy for customers to move from TDM to VoIP.
• Design of VoIP solutions – Queue Logic has experience in designing optimal VoIP solutions for both small and large contact centres.
• Deployment of VoIP solutions – Queue Logic has experience in deploying complex, multi-site SIP-based IP telephony solutions.

VOICE SELF-SERVICE

Self-service is the provision of interaction channels which allow customers to manage their own transactions and find information required without the need to interact with agents. Through the use of self-service applications, contact centres are able to expose virtually any business process workflow to their customers.

The key to delivering self-service is to first understand who the customers are, how they contact you, why they contact you and when they contact you. This enables you to select the correct self-service approach to deliver an appropriate customer experience. Once this has been achieved you can start to determine whether a self-service approach will match your customers’ profile or whether you only need automate one aspect of the call, such as identification verification.

Queue Logic can provide consultancy and expertise to contact centres who are looking at providing voice self-service. We can also assist customers who already have the technology to get the most out of it by looking at which areas of the business are suited to voice self-service and deploying best practice procedures.

Queue Logic also has expertise in developing and implementing voice self-service applications. We believe that the key areas to focus on when developing voice self-service applications include:

• Usability – it is important for voice self-service applications to be simple to use, offer few menu options, and include an option to route to an agent.
• Intelligent call steering – using intelligent call steering allows customers to simply state what they require which allows the call to be routed to the most appropriate agent thereby increasing customer satisfaction.
• Consistent customer experience – whether a customer is using a voice self-service application, web, voice, email or SMS there should be a consistent customer experience. This means that all of an organisation’s different contact centre systems and processes need to be aligned to help enable a joined-up service culture and deliver a consistent brand experience.
• User-centred design – The most successful applications demonstrate clear user benefits, often in terms of security, privacy, convenience or cost of service.

As the complexity and sophistication of contact centre technologies increase, our customers are finding it increasingly important to rely on highly skilled resources to supplement their existing Support staff.

Queue Logic offer a flexible Support package that can be tailored to meet the individual needs of our customers.

Below are some examples of our Support offerings that we can supply:

• A range of cover from core hours Support to full 24×7 Support.
• “Pull-down” consultancy days which can be used for anything from software upgrades to Training.
• Proactive monitoring based on real-time feeds and alerts which allow us to find and resolve problems before they have an impact on the Customer Service Levels.
• System health checks to ensure that the supported technologies are working as expected.

We offer our Support services across a variety of contact centre technologies including Genesys and Asterisk.