Somerset Group Consulting offers a full range of professional InTELEgent Contact Center consulting services designed to support Call Center managers in their efforts to improve their work environments. These services include:

Operational Analysis
The Operational Analysis provides managers with a comprehensive examination of all aspects of the Contact Center operational environment. The review is performed by a team of consultants, usually two-three, who look at management operations and procedures, agent performance, management and associates opinion surveys, system operations and usage, performance results and work requirements. The result is a detailed document that provides an objective analysis of the Contact Center operation, and recommendations for actions that will enhance performance.

Business Plans and Technology Cost Benefit Analyses
SGC consultants have real-world experience in the preparation of business plans and cost benefit analyses for the proposed purchase of technology applications. We have prepared RFIs and information for ACD systems, Interactive Voice Response Systems, Predictive Dialers, Management Information Systems, and other systems for use in the Contact Center. In many cases, proven format models can be used to shorten the preparation process. After a system is selected, SGC can perform Acceptance Test activities to insure that original requirements are met by the new system.

Project Management

Somerset Group Consulting provides comprehensive project management and system implementation. Our consultants utilize the InTELEgent Project Management Process to:

  • clearly define client requirements,
  • project critical success factors,
  • identify technology requirements,
  • define the project timeline,
  • establish the project communications process,
  • define the project team, end-user training requirements,
  • prepare the Test and Acceptance plan and
  • complete follow-up activities.

System competencies include the AT&T G3i, AT&T 5ESS ACD, Nortel DMS-100 Centrex ACD with CC MIS, Meridian PBX, Symposium Contact Center, TAPI Agent, Symposium Agent, the Rockwell Galaxy and Spectrum ACD systems.