Some of our Shoes

I am very pleased to report that my team has submitted our findings and recommendations to our senior team.  Our executives will review potential upside, cost/benefit, etc. and give us direction and (if appropriate) funding and resources.

While we await adjudication, I will be posting detail on what we intend to list on our Schedule.  I am available to clarify these to any of my Federal followers as well as potential teaming partners.  The first listing is a set of Professional Services for two product types from the Avaya portfolio, Contact Center Express (including Customer Relationship Management integration) and Self Service (IVR):

CCE/CRM:

•                     Configure and Install CCE Software

•                     Multimedia Queuing – SMS (text), Chat, and Email

•                     Out of the Box and Custom Screen Pops/Web Applications

•                     Custom Routing

•                     Custom Toolbars

•                     Custom Softphones

•                     Integration to multiple customer databases

•                     Customized Agent Interfaces

Self Service:

•                     Configure, install, and implement Interactive Response hardware and software (IR is manufacture discontinued but if customers have current IRs, we can help)

•                     Configure, install, and implement Voice Portal hardware and software in both H.323 and SIP environments

•                     Configure, install, and implement Enterprise Wide License Server software

•                     Configure, install, and implement Loquendo Speech Recognition Server (ASR) software and Text to Speech Server (TTS) software

•                     Develop, test, and deploy touch-tone only and speech enabled Self Service Applications using recorded announcements and/or TTS

•                     Modify, deploy, and test existing Source Code

•                     Create, test, and deploy Web Services for database integration

Whether we will list these as bundles of tasks with a set price or within labor categories with an hourly rate remains to be seen and ultimately will be driven by market demand. 

I could write volumes on the evolution from Call Centers (where customers could call during business hours to complain) to multimedia- and social media-driven Customer Collaboration Centers, but the key here is that the Federal Government has many “customers,” and has spent much time and money on channels for these customers to access information.  The services listed above are a sampling of what Cross Telecom can do to enhance and enable the Government’s ability to execute on this customer support model.