Services We Provide
Harmon Voice Solutions provides a wide range of professional services tailored to meet our customers' needs and exceed their expectations. Our extensive experience and certifications in industry leading products from Avaya, Cisco, and 3CX combined with unparalleled understanding of contact center operations make HVS consultants uniquely qualified to help you transform your contact center's People, Processes and Technology.
Consulting
- Call center strategy
- Call center assessment
- Call center to contact center migration plan
- Alignment of business and contact center objectives
- Business case development
- Customer satisfaction
- Evaluation of the existing programs
- Creation of new programs
- Baseline metrics measurement
- Business objectives and metrics
- Alignment
- Training
- Traffic Analysis
- Staffing
Advanced Applications Integration
- Automatic Call Distribution (ACD)
- Computer Telephony Integration (CTI)
- Integrated Voice Response (IVR)
- Predictive Dialing
- Workforce Management
- Call Recording
- Multi-channel Contacts
- Advanced Contact Center Reporting
- Contact Center Virtualization
Contact Center Optimization
- Contact center management
- Process Definition
- Business process definition and transformation
- Business process improvement
- Contact flow analysis
- Call and contact center operational optimization
- Call center best practices
- Roles and responsibilities definition
- Organizational structure assessment
- Skills assessment
- Performance measurement
- Organizational design
“....You stuck with us through the most trying times and you never wavered from doing the right thing. Many words come to mind... integrity, confidence, patience, excellent leadership, down to earth, friendly, etc. I / the company have learned so much from HVS”