Customer Service call center technology support consultants

What Our Clients
Say About Us

“The professionals at
Kramer & Associates
were very thorough in evaluating our
technology improvement
and cost reduction
call center project.
Their ability to work with
our team and evaluate our business processes
was vital to the success
of the project.
Their knowledge of best practices was first rate.
Their recommendations
have greatly improved
our competitive
advantage.

Technology Evaluation

As independent, customer service call-contact center consultants we focus on strategies to improve Customer Engagement, Consumer Communications, First Contact Resolution and Customer Satisfaction. We deliver vendor-neutral recommendations and a comprehensive action plan with customer service engagement transformation strategies including supporting platform and self-service IVR & multi-channel technologies.

We answer the challenge for today’s enterprise to develop a flexible, responsive and cost–effective infrastructure to provide customer service and support.

Senior partners conduct our technology evaluations who are subject matter experts in state-of-the art contact center technologies and applications. We are vendor-neutral and non-aligned, providing clients with an unbiased assessment. Our approach leverages the existing platform and provides a timeline and roadmap for future acquisition based on client business requirements. “Thought leadership” is provided throughout the engagement, providing a unique value and the most effective level of knowledge transfer.

Our technology and application expertise includes:

• Multi-channel ACD/PBX, Outbound Dialing & CTI

• Back-office/Off-phone Work Integration

• Email Response Software

• IVR Improved Utilization, Reporting Evaluation & Analysis

• Desktop & Knowledge Management integration

• Workforce Management/Optimization Software

• Quality Management Systems & Analytics

• Performance Management Metrics, Dashboards & Analytics.

Our services include:

• Defining Business & All Technology Requirements

• Evaluating Current Technology & Gaps

• Identifying Potential Products & Systems

• Developing the Business Case

• Developing & Conducting RFI’s/RFP’s.

• Developing ROI (Return on Investments)

• Developing Weighted Scoring Criteria

• Developing Phased Timelines & Roadmaps.

We invite you to contact us. Call 1-800-281-1400 or email us at eservice@kramerandassociates.com.