This worldwide security company needed a better way to integrate all their offices together and provide business continuity for the IP Telephony application to ensure 100% uptime in customer service. The customer service group was also looking to integrate their customer database in Salesforce.com to the new IP system so customer "screens" could pop-up on the desktop to ensure faster service levels on the initial call. Some additional applications would include a call recording and faxing solution that would be part of the overall solution.
LiquidSpoke analyzed the company's environment and got to work on designing a fully integrated IP Contact Center and System which would be fully survivable in the event of a disaster. The design would allow customer service to have 100% uptime with very little operational impact. Our team worked with the client for over two weeks on the initial implementation to get all the applications fully integrated and working together. We were able to meet the company's aggressive timetable.
The LiquidSpoke team continues to work with the company as their outsourced technology partner in the maintenance of the applications. In this capacity, LiquidSpoke provides program management, technology consulting, application design, and support services, as well as management of the IP System.
Technologies & Techniques
- IP Telephony
- Salesforce.com
- Technology Consulting
- Disaster Recovery
- Contact Center
This worldwide leading rich media technology provider was looking to implement an IP Telephony platform for their many offices. With a desire to standardize on platforms and needing to centralize management to the central service desk at headquarters, this firm was evaluating the potential platforms in the marketplace. The company did not have a final budget in place and needed to work with a consulting firm to help them understand all the costs associated with such a project. The company wanted to procure a system that would integrate into the existing customer database which was a .NET application.
LiquidSpoke began to discuss the many types of solutions that could meet the company's requirements. Our team helped the company budget for all the work that would need to be completed including: network services, data infrastructure, and development to .NET application. The company's requirements would require them to retain a systems integrator with multiple skill sets to single source this project.
The LiquidSpoke team was contracted to implement a fully integrated solution tying their IP system to their .NET application so customer data could be accessed more readily and the system could dial-out of the application. LiquidSpoke implemented the solution across all the sites and centralized all support to the customer's service desk. LiquidSpoke continues to maintain and support the clients application and monitors all changes to the application to ensure the integration to the .NET application continues to work with the IP System.
Technologies & Techniques
- IP Telephony
- Application Development
- Technology Consulting
This interactive marketing software company needed to contain support costs and maintain high levels of customer satisfaction. The company decided to review all existing and current support contracts with all their vendors and realized that they could perhaps save money and begin souring more activities to a more select group of vendors and then manage those vendors more closely.
LiquidSpoke team went and visited with the company and made a presentation to take over support for domestic and international sites for all the IP systems and Tier 1 Service Desk for technical issues relating to their IP system. Our team continues to manage both on and off shore operations to support the company's platform.
Technologies & Techniques
- Managed Services
- India Location Support
- IP Systems Support
This software firm was looking to gain a competitive advantage in their industry by implementing a "single imaged" voice architecture that could also serve the company in a disaster. The firm was in the process of revising all business continuity planning when they realized their voice systems would not be survivable if a disaster were to occur. Together, the firm and LiquidSpoke analyzed the complex current operational model for all voice platforms and began to build and design a more simplistic environment for managing and supporting. Our team was contracted to manage the process and strategy for implementing a fully redundant IP system which could survive in the event of a disaster.
Once the IP system and disaster recovery strategy were well understood, the team took to aligning the technology project with the needs of the whole firm. The team developed a prioritized, resource allocation model to help support this project and implemented an operational framework in which to support the project and resource pool. Now, the technology firm has the platform, processes and tools to deliver value to the business for years to come.
Technologies & Techniques
- Support Services
- IP Telephony
- Disaster Recovery
This software company was looking for a way to integrate their sales and marketing software to an IP Telephony platform. The company was opening a new sales office and management wanted to make the office a "showcase" for technology among its users. The firm's only requirement was to integrate the CRM software the outbound telemarketing group was using to the new IP Telephony platform so the users could receive "screen pops" to their desktops on incoming calls and dial out of the application using a web dialer.
Together, LiquidSpoke and the company discussed a project plan for how the IP Telephony platform would work in conjunction with the CRM software module. We highlighted the desired features from the business unit and made sure we had covered all the integration points prior to commencing the project. Once the planning phase was complete, we quickly integrated the solution for the client within two weeks to meet their stringent deadline for move-in to the new space.
The new application has cut costs in a number of areas. Telemarketing costs associated with outbound dialing campaigns changes have fallen, as have the time it takes to search a customer's record. Further, centralized telephony and CRM applications have all but eliminated the need for manual lookups to customer accounts and contacts pages within the CRM software.
Technologies & Techniques
- IP Telephony
- Application Integration
- Salesforce.com integration
