Analysis

   -  equipment and systems

   -  network configuration

   -  call statistics

   -  business resumption

•  client current and future call center costs and expenses,

•  current call center technology needs and future strategies,

•  voice, transmission and connectivity equipment and systems supporting ACD applications,

•  local, domestic and international ACD networks,

•  call center functional outsourcing programs.

Acquisition

   -  equipment and systems

   -  facility equipment and systems

•  voice, transmission, connectivity and ancillary equipment and systems supporting ACD / call centers,

•  temporary and migrational ACD equipment and systems.

Configuration

   -  equipment and systems,

   -  networks,

   -  facilities

•  voice, transmission, connectivity and ancillary ACD equipment and systems,

•  local, domestic and international ACD networks.

Design

   -  system,

   -  network,

   -  facilities,

   -  business resumption

•  voice, transmission, connectivity and ancillary equipment and systems for call centers,

•  technology building, facilities and equipment rooms for call centers,

•  domestic and international ACD / call center communications networks.

Documentation

   -  systems,

   -  networks,

   -  facilities

•  ACD / call center project evaluation and estimating processes,

•  business and financial plans focusing on call centers,

•  migration, upgrade, replacement processes for ACD equipment and systems

Engineering

   -  systems,

   -  networks,

   -  facilities

•  voice, transmission, connectivity and ancillary systems for ACD / call centers,

•  local, domestic and international ACD networks,

•  generate diagrammatic, schematic and construction drawings for call centers.

Implementation

   -  equipment and systems

   -  networks,

   -  facilities,

   -  outsource

•  voice, transmission, connectivity and ancillary equipment and systems at call center locations,

•  local, domestic and international call center locations,

•  new, upgrade and replacement of ACD equipment, systems and networks.

Maintenance

   -  equipment and systems,

   -  facilities

•  voice, transmission, connectivity and ancillary equipment and systems for call centers,

•  local, domestic and international call center locations.

Operation

   -  equipment and systems,

   -  facilities,

   -  outsource

•  voice, transmission, connectivity and ancillary equipment and systems for call center locations,

•  local, domestic and international call center locations.

Data

   -  systems

   -  network

   -  applications

•  desktop computer and PC equipment and systems interfaces,

•  telephony interface and support networks.

Transmission

   -  network

   -  premises

   -  outsource

•  all types of network transmission equipment and systems,

•  LAN and WAN network equipment and systems,

•  integrated voice, data and video transmission systems,

•  voice network call routing systems.

Computer Telephone Integration

   -  premises

   -  network

   -  outsource

•  CTI equipment and systems, integrated into call handling,

•  ancillary CTI and network systems

•  network CTI systems

Voice

   -  premises

   -  network

   -  outsource

•  PBX systems and equipment,

•  voice mail, IVR and ACD systems and equipment,

•  shared tenant services and central office equipment and systems.

Cable Infrastructure

   -  facilities

   -  campus

•  building wiring systems,

•  distributed wiring systems,

•  under ground and aerial systems,

•  wide area distribution systems,

•  copper, coax and fiber optic cabling.

Microwave

   -  campus

   -  redundancy

•  inter-building, campus and inter-location equipment and systems,

•  redundant and local by-pass systems.

Network Systems

   -  call center

   -  business resumption

•  terrestrial and satellite equipment and systems,

•  national and international transmission equipment and systems,

•  local, national and international transmission services,

•  routing and call handling platforms.

Satellite

   -  domestic

   -  international

•  national and international equipment and systems,

•  domestic and foreign network support services.

Wireless

   -  desktop data

   -  campus

•  local voice, data and video equipment and systems,

•  private communication equipment and systems,

•  LAN equipment and systems.

Environmental

   - facilities

•  heating and air conditioning equipment and systems,

•  water and fire control equipment and systems.

Power

   - facilities

•  commercial and industrial power conditioning and electric generation equipment and systems,

•  uninterruptible power equipment and systems.

Security

   - facilities

•  facility and perimeter access control,

•  CCTV systems.

Acquisition

•  extensive experience in the procurement processes and procedures connected with call center environments,

•  actively involved in related contractual terms and conditions related to call center applications

Analysis

•  product and service analysis, assessment and recommendations addressing call centers,

•  budgetary and cost analysis, billing audits involving call centers,

•  department or system paper flow.

Business

•  marketing presentations to call center customers, users and clients,

•  corporate documentation focused on call centers.

Design and Engineering

•  integrated business technology equipment and systems,

•  integrated network services,

•  custom application development,

•  custom department forms.

Financial

•  short and long term capital costs,

•  technology operational costs and expenses,

•  department budgets and financial analysis,

•  outsourcing / internal reviews.

Implementation

•  voice, data, video, transmission, wireless, connectivity and ancillary equipment and systems,

•  deployment of new technology equipment and system upgrades.

Operation

•  system and operation documentation,

•  personnel allocation and scheduling,

•  on-going system maintenance.

Personnel

•  work load monitoring,

•  skill development,

•  motivational processes,

•  hiring and termination,

•  review and promotion process,

•  mentoring and training.

Processes and Procedures

•  generate department procedures,

•  develop department processes.

Project

•  management of schedule and associated personnel,

•  monitoring and priority apportionment,

•  development of timeline parameters.