Technological innovations in the call center industry have been astounding. Yet technology must be implemented with a predetermined purpose if it is to be truly successful and to provide the greatest ROI in the shortest time. In other words, technology must be aligned with the organization’s strategy, processes, and people if it is to offer greater efficiency and increased productivity. At BCE Elix, everything we do is grounded in these quadrants. The strategy gives purpose and direction, the process measures the strategy to ensure that it is delivering as intended, the people execute the strategy and its inherent processes, and technology is the enabler that supports it all. Whatever the solution, you can be assured that our recommendation will support this philosophy to offer the greatest ROI in the shortest time.

Voice Self-Service
Multimedia Contacts
Intelligent Routing
Outbound Dialing
Workforce Management
Quality Monitoring and Recording
CRM and Agent Desktop
IP Contact Center
Hosted IP Contact Center
BCE Elix Companion Products

BCE Elix, a Bell Canada company, is a leading North American specialist in contact center solutions. By being 100% focused on contact center solutions, BCE Elix has, over the years, developed a depth of knowledge and expertise that few organizations in the industry can match.

With an unbiased solution offering, BCE Elix is a one-stop shop for contact center needs and, as a single point of contact, offers complete end-to-end solutions, whether managed, hosted, or CPE-based (customer premises equipment). Using leading-edge technologies, professional services, and worldwide partners, we empower organizations to maximize customer lifetime value.

BCE Elix has an in-depth understanding of all facets of the contact center industry because it has performed hundreds of contact center implementations. We believe that this expertise will help you find the market solution that best meets your requirements.

To minimize costs and maintain customer satisfaction, contact centers have to optimize their resource use. Many use voice solutions to automate basic services and free agents for more complex interactions. BCE Elix has pioneered the implementation and deployment of speech recognition, text-to-speech, and voice verification technologies for contact centers, and has won awards for its use of VoiceXML and CCXML standards in speech applications. Our hands-on experience in this field allows us to provide unbiased, product-neutral advice to businesses wishing to incorporate voice technologies in their contact centers.

Benefits

• Improves caller satisfaction, increases sales, and reduces the risk of customer loss
• Reduces costs through better use of agent time, shorter calls, and eliminated hold time
• Improves productivity by automating routine processes and redeploying agents to higher-value roles
• Differentiates service by unifying voice and Web applications and implementing text-tospeech and other voice solutions

Customers choose the contact media. Contact management and routing are therefore important elements in the contact center, because multimedia contact routing to agents based on business rules has a direct effect on customer satisfaction. Multimedia functionality handles all customer interactions and transactions in all communication channels. Communications are routed and handled efficiently and consistently, and contact center processes are therefore optimized according to set business rules. Besides providing modern communication tools, the BCE Elix multimedia contact center offering enables organizations to increase customer value by improving customer retention, to leverage prior technology investments, and to increase agent productivity. Benefits

• Provides a unified history of all customer communications
• Allows easy integration of new communication media as they emerge
• Provides intelligent routing capabilities for email, chat sessions, click to call, or Web call backs
• Enables online customers who use click to call to be moved seamlessly, with their session context, into immediate telephone or PC-based voice contact with an agent

Intelligent routing enables contact centers to route any customer interaction, using any communication channel, to the most appropriate agent. Intelligent routing can dramatically improve customer satisfaction while enhancing the organization’s bottom line. Each interaction is routed according to a set of business rules determined by the contact center administrators, and is thus guaranteed to receive optimal treatment. The BCE Elix Professional Services team will work with you to develop a set of business rules for managing contact routing at all levels of the organization to ensure optimal results.

Benefits

• Leverages data from throughout the enterprise to ensure optimal customer service
• Delivers each interaction, with key customer information, to the appropriate agent
• Allows for up-selling and cross-selling opportunities
• Allows for proper customer segmentation based on customer profile and past experience
• Helps to maintain the desired service levels for all customer tiers

Automatic dialers increase contact center efficiency because they eliminate wrong numbers, save time, and make agents more productive. An outbound dialing solution enables proactive customer contacts to drive sales and improve customer satisfaction. To maximize productivity, pre-dialed calls are delivered seamlessly to agents. Outbound dialing allows contact center managers to select specific criteria such as name, area code, profile, and past purchases; calling lists are then generated from the customer database. The solution allows simultaneous execution of multiple campaigns and the creation of multiple calling lists for these campaigns. The BCE Elix outbound dialing solution offering can be implemented across multiple sites because all agents at all sites are considered to belong to one virtual contact center.

Benefits

• Maximizes agent productivity
• Streamlines agent staffing
• Allows for easy campaign adjustments using real-time agent and campaign statistics

Juggling multiple agent schedules and ensuring that the agents with the right skills are at the phones when they are needed is not a simple matter. A good workforce management system will analyze historical patterns to predict call volume, calculate staff requirements, set employee schedules, and track agent performance. BCE Elix offers a portfolio of workforce management solutions with the tools required to plan, forecast, schedule, and analyze any contact center workforce strategy.

Benenfits

• Makes real-time management of resources easy and accessible from anywhere with the user-friendly Web browser interface
• Optimizes the workforce management process with an array of reports and charts
• Builds schedules according to multiple variables such as agent seniority, rank, skills, etc.
• Allows managers to compare actual activity and performance with projected daily forecasts

Besides ensuring quality and retaining customers, contact centers try to increase productivity, meet or exceed target service levels, and reduce staff turnover. They also need audit capabilities to ensure adherence to regulatory compliance and fraud reduction processes. Quality monitoring and recording solutions can help identify problem areas, often before your customers are affected. Quality monitoring can provide the information needed to optimize your people, processes, and technology to ensure effective and efficient customer service. New analytical tools can also assess recorded contacts, extract valuable information about customer preferences, and identify patterns that can be used to enhance marketing and customer service initiatives across the entire organization.

The BCE Elix consulting team can help you define your quality monitoring requirements and assist you in choosing the right quality monitoring, recording, and analytic tools for your needs.

Benefits

• Enhances quality control, liability management, agent productivity, and customer satisfaction
• Increases agent productivity by allowing coaching and pinpointing training needs
• Enables extraction of vital business intelligence from customer contacts for use throughout your organization
• Helps to discover trends, pinpoint opportunities, and identify issues of concern

Globalization and technology have led people to expect instant access to a company and businesses to shift to a customer-centric approach that requires information from and about the customers. Technology enables customer information to be analyzed to predict trends, pinpoint areas needing improvement, and enable knowledgeable, personalized service. BCE Elix can help develop and execute a CRM strategy for your contact center. The agent desktop can be integrated to the CRM software, backend systems, and databases, so that relevant information is available to the people who need it. When a customer contacts your business, a screen pop with appropriate customer information arrives at the agent workstation, so the agent can give immediate personalized service. Properly implemented, the agent desktop gives agents the tools and information to do their jobs properly, increase customer satisfaction and loyalty, and reduce costs by improving the efficiency and quality of each interaction.

Benefits

• Enables faster response to customer inquiries
• Increases efficiency
• Offers better understanding of customers
• Increases the number of marketing and selling opportunities
• Makes it easier to identify most profitable customers
• Provides customer feedback that can drive new or improved products and services

Taking advantage of the Internet capabilities that have been introduced in recent years, BCE Elix now offers new ways for contact centers to cut costs. IP contact center solutions deliver intelligent call routing and multimedia contact management over an IP network. A unified solution enables contact centers to quickly implement an infrastructure that exploits the new opportunities offered by the Internet to offer better customer service and increase sales. In short, the IP contact center solution realizes the objectives of any contact center: converged networks, cost savings, and enhanced performance.

Benefits

• Leverages the WAN (wide-area network) infrastructure already implemented in a contact center environment
• Lowers administrative expenses as telephony costs are slashed
• Extends the capability of an organization’s contact center to include branch offices, remote agents, and administrators
• Integrates easily with traditional contact center platforms

Hosted IP Contact Center services address core contact center requirements: flexible services that align changing business needs and the ability to handle voice calls, email, and Web interactions with customers effectively and efficiently.

The hosted IP contact center solution comprises a carrier class, resilient network architecture based on Cisco’s IP Communications solution, deployed in geographically diverse and resilient data centers. The service also offers a range of additional contact center applications, integrated to the hosted platform, to provide advanced features.

All contact center functionality, such as ACD and IVR, is managed “in the network”, enabling companies to benefit from lower capital and operational costs and increased agent productivity. Companies are connected to the infrastructure using IP WAN networks, enabling cost savings when deploying converged data and voice networks.

The platform integrates with the PSTN through multiple voice gateways using C7 interconnect, providing high levels of disaster recovery and low interconnect costs.

Benefits

• Reduces costs because monthly on-demand costs replace high capital expenditure
• Increases customer satisfaction because every customer is connected to the best resource first time
• Minimizes risk because the service investment is aligned to monthly/seasonal call volumes
• Improves performance

BCE Elix companion products are the outcome of BCE Elix’s extensive experience in contact center solution deployments. BCE Elix is always looking for ways to add significant value by simplifying, fine-tuning, and optimizing any contact center deployment. Impresario and Presto are the result.

Impresario
Impresario is a feature-rich, out-of-the-box enhanced CTI toolkit for the agent desktop. Designed to integrate tightly with Genesys, Cisco, and Nortel solutions, Impresario greatly facilitates and accelerates the integration of the CTI solution into any contact center environment, no matter how complex. It enables contact centers to greatly enhance customer service because it gives agents quick access to key customer information, which in turn allows them to provide a rapid response to all queries.

Benefits

• Accesses key customer information through screen pop
• Saves time with the Address Book feature
• Has direct access to real-time agent statistics
• Improves communication with supervisor to-agent messaging
• Integrates easily with CRM and backend applications

Presto
Presto for Genesys is a reporting tool for Genesys environments. Specifically designed to save time and money, Presto is a selective cradle-to-grave data collection engine that enables managers to quickly and easily generate skills-based and custom reports on standard Genesys statistics. The tool provides contact center managers with immediate access to the data they need to effectively manage a contact center, while also enabling them to lower operating costs through enhanced agent productivity, minimal training requirements, and reduced system and storage requirements.

Benefits

• Offers unprecedented flexibility
• Generates on-the-fly historical data reports
• Provides reports that fit your specific contact center needs
• Supports multiple database engines

For more information, you can either fill out the information request form, or email Erika Van Noort.