CONTACT Center SOLUTIONS

For Contact Centers, convergence is the buzzword for success, when it comes to offering world-class Customer Relationship Management (CRM) services. Availability of a channel to efficiently service customers through video, voice, text (or a combination of these elements) is a key requirement for successful operation of contact centers. HBF helps the contact centers by offering a wide array of next Gen services which helps them in increasing their productivity and profitability.

• Our hosted VoIP solutions help upcoming contact centers gain with a huge reduction in initial capital expenditure.
• We facilitate highly efficient delivery of service by pre-arranging multifarious legal and technical arrangements across a wide range of entities, options & technologies.
• Act as a catalyst for growth of contact-centers' businesses, with its ever-present, responsive customer support system.
• Capacities reserved for contact centers to quickly accommodate their busy-hour call attempts.
• Enjoy mobility and flexibility of operations with multiple geographic and non-geographic numbers for global operations.
• HBF's plug-and-play service modules enable all types of contact centers to deploy dramatic upscaling of operations in a matter of hours.

ICM/IPCC Custom Reporting: Analyzes reporting needs and develops custom reports. If you have implemented the Cisco ICM or IPCC products and you require additional custom reporting, HBF can help your company get the most out of the WebView reporting system. HBF team has a full understanding of the Cisco ICM/IPCC data base schema all the way back to ICM 4.1 and Sybase InfoMaker 7.0.

IPCC Enterprise Contact Center: Designs: Develops requirements, designs and implements IPCC solutions. The HBF team has been designing IPCC solution since IPCC 4.62 and has experience integrating with Nortel, Avaya, Mosaic and other industry telephony leaders.

IPCC Outbound Dialing Solutions: Maximize your existing IPCC by adding the Cisco Blended Agent Outbound Dialing feature. The predictive dialing feature will give you a 200 % labor improvement. The average pay back period on a dialer can be seen in the 3-6 month time frame.

ICM/IPCC Audits: HBF will audit your existing ICM/IPCC environment to ensure that application scripts and system configurations are correct and optimized. The configurations need to be in the most efficient state to allow your company to maximize the benefits of ICM/IPCC and maximize performance in the contact center.

CeM E-Mail Management System and Web Collaboration: Cisco ICM and IPCC Enterprise and Hosted Edition solutions enable your business to implement a single solution to transparently blend multiple communication channels, including voice, Web, and e-mail. This offers your customers the choice of interacting with your contact center via telephone, Web callback, Voice over IP (VoIP), text chat, or e-mail. HBF will assist with the implementation of these alternatives: Cisco Web Collaboration Option, Cisco E-Mail Manager Option, Cisco Outbound Option, and Cisco Computer Telephony Integration (CTI) Option. See case study for Cisco E-Mail Management (PDF) and Cisco Web Collaboration (PDF).

Cisco Customer Voice Portal (CVP): CVP is a web-based platform that provides carrier-class interactive voice response (IVR) and IP switching services on Voice over IP (VoIP) networks. HBF will develop business requirements, design, develop and implement your CVP solutions.

Cisco Meeting Place Web Conferencing: Cisco MeetingPlace, part of the Cisco IP Communications system is a complete rich-media conferencing solution that seamlessly integrates voice, video, and Web conferencing capabilities to make remote meetings as natural and effective as face-to-face meetings for unmatched productivity gains. Cisco MeetingPlace is deployed ''on network'', behind the firewall and integrated directly into an organization's private voice and data networks and enterprise applications, to provide significant cost savings, the utmost in security, and a superior user experience.