Contact Center Solutions & Services

Providing an excellent customer experience has gone beyond being a competitive advantage. These days, it’s a critical requirement for a business to thrive. According to a recent Customer Experience Impact (CEI) Survey, 86% of buyers will pay more for a better customer experience. That’s why businesses today have put contact centers at the top of their priority list.

Ensuring the success of your contact center technology implementation is paramount. KMY helps you align your business goals with the technology roadmap, understand the return on investment (ROI) of your project and ensure a successful implementation through our proven services model.

Professional Services

With implementation (“Day 1” services), KMY provides complete support over the lifecycle of your contact center investment. Our Cisco-certified engineers ensure the success of your implementations, using proven methodology to guarantee your solutions are delivered on time and on budget.

KMY uses its proven Navigator Methodology to build, deploy and support large-scale, complex Cisco contact center implementations. The Navigator Methodology starts with a detailed discovery process. We then create a comprehensive business and technical requirements matrix, which is the basis upon which we design and build your contact center solution. Next, we validate the solution to prevent unintended results, unexpected call paths, or other integration issues. Once validation is complete, we deploy the solution then turn it over to our “Day 2” support team.

Managed Services

“Day 2” services are provided through KMY’s managed services offerings. Through our managed services, we proactively monitor and manage your contact center to ensure smooth operation and reduce costly downtime. We use a unique combination of tools and experts to create an extension of your team.

The KMYPatrol Managed Service delivers the breadth and quality of services you can trust to ensure the availability and performance of your critical contact center, unified communications and network assets. It includes monitoring, incident management and remediation, and problem management services delivered by KMY’s experts. More Info on Managed Services

Cisco Unified Contact Center

Open up inbound and outbound multi-channel interaction with integrated voice applications, web collaboration, real-time chat and email. Cisco’s contact center solutions deliver customer delight across a range of industries and sizes from the small/medium business (SMB) to the large enterprise market. Whether it’s a standard deployment or the most complex in the world, you can trust the experts at KMY to design, deploy and manage the Cisco contact center solution that achieves your business objectives. More Info on Cisco Unified Contact Center

Cisco Customer Voice Portal (CVP)

Improve customer experience and profitability with seamless, intelligent self-service solutions that empower customers with options and information. Unified Cisco Unified Customer Voice Portal (CVP) is a self-service solution that enables customers to conduct personalized transactions and retrieve information independently and efficiently. Customers use touchtone signals from any phone or their voice to navigate self-service menus and access the resources they need. When assistance is needed from a live agent, Unified CVP can place the call in queue until an appropriate agent is available. It then transfers data already given by the customer directly to the agent when directing the call to ensure a seamless customer service experience. More Info on Cisco Customer Voice Portal

Hosted Contact Center

Increase first call resolution with precision routing to the right expert (even remote workers). An engaging customer experience is essential to drive satisfaction, and now comes in predictable monthly subscriptions that scale for high-volume periods. These applications use simple KMY Cloud Service subscriptions and run on the Cisco Quad Core Network™. This world-class network gives you worry-free access to the latest customer care applications and provides increased uptime, having been designed using Cisco architectures and bolstered with geo-redundancy, dual auto recovery, carrier-neutral access and state-of-the-art security at each data center. Download PDF – Contact Center as a Service