Our KnowledgeBlue PBX / Call Center Services are delivered as part of our Global Call Center Practice. Our goal is to provide you with the leading edge Global Call Center Solutions an affordable cost. We manage and deliver our Call Center services to our Clients using a two phase approach.

Call Center Requirements Analysis (CRA):

We jointly conduct a CRA to better understand your specific Call Center requirements, along with the information necessary to customize and configure your Call Center solution.

During this phase we provide the follow:

• Review of your Call Center Requirements, Products and Services.

• Review of your existing call statistics: volumes, frequency, duration and call types

• Review/Define Inbound Connections: 1-800, Online Chat, Direct Inward Dial, Voice Over Internet Protocol, etc.

• Review/Define Inbound Processing Methodology: Lead Capture, Order Entry, Support

• Review/Define openBLUE Processing and Management.

• Review/Define Call Center Management Policy, Process and Pricing

• Review and define structured walk-through of major processes and reporting

At the end of this phase, KnowledgeBlue will develop a Call Center Requirements Specifications that will define the specific requirements and detail the customizations and configurations required to implement your Solution.

Set-up, Configuration and Customization:

Based on the Call Center Requirements Specification, our Solution Specialists will customize and configure the integrated communications infrastructure in preparation for production operations.

During this phase we provide the following:

• Initial Installation and Set-up of the infrastructure.

• Setting up and configuration of the campaigns and skills.

• Set up Agent access / custom roles in the system.

• Setting up the voice mail server and voicemail boxes.

• Setting up the FAX Server.

• Development of inbound call distribution and agent groups

• Development of the custom scripts and routing

• Installation / transferring of phone lines and switched circuits.

• Configuration / Customization of openBLUE (if necessary)

• Configuration / Customization of Call Center Appliances / Servers

• Conduct structured walk-thru of the system to ensure operation readiness