Professional Services

Contact Center & Telecommunications Specific Consulting Services

For the success of a contact center project, it is of utmost importance to analyze project requirements initially in the discovery sessions as well as throughout the lifecycle of the project. VesuvITas provides this full lifecycle of professional services at the beginning through discovery throughout the project and then into optimization.

1. Business Requirements

  • Onsite Discovery Evaluation (Remote, if necessary)
  • Risk Assessments (PCI, SOC, HITRUST, Security, etc.)
  • Current State Analysis – Process, People, Technology
  • CC Benchmarking
  • Current State of CX

2. Thought Leadership

  • Gaps/Opportunities Analysis
  • Industry Best Practices

3. Recommendations

  • Compliance Solutions – Secure IVR, Visual IVR
  • Future State Analysis
  • Improvement Recommendations

4. Solution Selection

  • Strategic Cloud Migration Report
  • Request for Proposals
  • Managing Vendor Demos
  • Working with Clients to Properly Evaluate Vendors and Integrations

5. Deployment Management

  • Providing Staff Augmentation like Projects Mangers to Manage Deployments
  • Engineer Cloud Contact Center Implementations

6. Continuous Improvement

  • Circle of Excellence
  • Operations Management
  • Workforce Management
  • Business Intelligence and Reporting
  • Employee Engagement
  • Performance Management

Vendor Neutral Evaluation and Selection Services

Selecting a technology vendor can be a complicated and emotional process especially if the organization lacks the knowledge and expertise to endure a successful selection on their own.  VesuvITas provides independent advice and assistance through this process offering the following professional services:
  • Current State Analysis
  • Future State Design
  • Gaps and Opportunities Solutions
  • SWOT Analysis
  • Request for Proposal (RFP) Design, Writing and Management
  • Request for Quote (RFQ)
  • Request for Information (RFI)
  • Expert Industry Analysis
  • Vendor Scoring
  • Integration Requirements Assessment

Staff Augmentation Resources & Deployment Support

VesuvITas offers staff augmentation and deployment support as an outsourcing strategy for clients used to staff contact center projects preventing the client from allocating vital resources away from their ongoing business operations.

  • Project Management
  • Subject Matter Experts
  • Business Analysts
  • Business Intelligence DevOps

Customer Experience (CX) Services

It’s important to ensure positive customer experiences through your contact center to build brand loyalty and attract new customers.  VesuvITas provides CX the following analysis, strategy and design professional services:

  • CX Benchmarking
  • CX Contact Center Best Practices
  • CX Journey Mapping
  • CX Engineering 
  • Next Best Action/Next Issue Avoidance

Business Investment Justification Services

Well-crafted business investment documentation justifies the investment of time, money, and resources into a project by showcasing the benefits over the costs.  VesuvITas provides this service for the key decision-makers to understand the merit of the project at hand.

  • Return on Investment (ROI) Services
  • Business Case Writing to achieve authorization for project funding

Service Before & After the Sale

VesuvITas is also motivated by customer experience for their clients.  Prior to the sale, throughout the duration of the project, and after the completion of the project, VesuvITas desires client satisfaction.

  • Infrastructure low voltage wiring installation
  • Operations Improvement Training
  • Contact Center Benchmarking
  • “White Glove” Phone Placement & Training Services

Need Help With Contact Center, Cloud or Security Solutions? Contact us today for a complimentary business evaluation!