Architecture
A reliable, scalable architecture is critical to success for your contact center operations. A successful architecture is not just about the technology – it includes the right combination of people, process, and technology. At Ponvia, our team of experts can you architect the right combination of business and technology to help you transform your contact center.
From a people perspective, we know that people that are the voice and face of your organization. Your agents, front and back office personnel, management teams, and operational teams enable and empower your workforce. Our team will help build the architecture to plan, manage, and measure your workforce. We have deep experience in areas such as staffing models, compensation, training, and quality.
From a process perspective, our team can help you define the right processes to interact with your customers and support your internal operations. We will ensure that your process architecture leverages industry trends and best practices. Our broad experience includes business process definition for areas such:
- Inbound/Outbound Customer Interactions
- Backend support processes
- Workforce Scheduling and Staffing
- Quality Monitoring
- Reporting, KPIs and metrics
- Vendor management
For technology architecture, our team has experience with a wide variety of vendor solutions and provides an unbiased, vendor-neutral perspective. Our team has expertise in areas such as:
- ACD systems and routing platforms
- Voice and data services
- IVR
- CTI
- Workforce Management and Quality Monitoring solutions
- Outbound Dialers
- Analytics
