Assessment and Roadmap
VoIP Readiness Assessment
As companies contemplate a move to Voice over IP or other solutions to optimize customer interactions, questions often surface regarding 'readiness'.
- Is my network ready to converge voice and data?
- Are my processes ready to take advantage of the new technologies?
- Is my organization ready with the staffing and skills to manage, operate and support the new solution?
eLoyalty can help you with a Voice over IP (VoIP) Readiness Assessment. We examine 'readiness' across multiple dimensions to determine: what (if any) people, process, and technology gaps exist based on the potential customer interaction solutions that are being explored; and develop recommendations to address the identified gaps.
ICS Roadmap and Business Case
Companies looking to transform their customers' experience have a wide range of solutions to choose from. Competing priorities can make it difficult to sort through the various initiatives and determine the business case for change.
eLoyalty uses an accelerated workshop method and Integrated Contact Solutions framework to define priority initiatives, costs and benefits. We work together with our clients and eLoyalty subject matter experts to define solution assumptions, prerequisites, dependencies, risks and durations and priorities. We define cost savings and revenue uplift and leverage a repeatable business case framework for a multi-year analysis. We then work with our clients to help develop a summary management presentation to support their request for budget approval.