Product Details

The traditional view of customer contact centers is changing. They are no longer seen as just another cost of doing business, but instead, as a valuable resource for improving customer relations, increasing productivity and boosting sales.

The caller's perspective on contact center interaction is also changing. A caller expects to be given a variety of communication options and efficient response to their requests. To meet the needs of a business and its customers, it is essential to find a solution that delivers the right combination of capabilities. Sprint accomplishes this through integrating multiple features into a tailored solution. Some of these features include:

• Automated Attendant. Provides callers with a menu of selections to choose from by pressing a key on their phone. Can be used to provide prerecorded answers to FAQs or to route calls to staff and departments.
   
• Automatic Call Distributor (ACD). Routes callers to agents based on caller ID, number dialed, caller-entered codes or time of day. If agents are busy, an ACD will automatically place callers on hold and play an on-hold announcement.
   
• Call Monitoring/Recording. Allows for a variety of call monitoring and recording capabilities.
   
• Computer Telephony Integration (CTI). Integrates an agent's computer and phone allowing for automatic retrieval of customer records.
   
• Interactive Voice Response (IVR). Performs a text-to-speech conversion to present database information audibly to a caller.
   
• Speech Recognition. Allows a system to recognize keywords or phrases from a caller. Can be used for routing and database information retrieval.
   
• Application Development. Provides custom software development for IVR, ACD and CTI applications.
   
• Project Management. Provides end-to-end project management including detailed project plans, definition of deliverables, vendor coordination and status reporting.
   
• Systems Integration. Provides technical consultation and integration services for implementing CTI solutions across a diverse set of products and software platforms.

Technical Considerations

Sprint takes a number of technical issues into consideration when developing or enhancing a customer contact center. Some of these include:

• Client/Server Configuration. Determine the best means to provide information to agents.
   
• Multi-site Contact Center. Determine if there is an opportunity to implement a call center across multiple locations.
   
• Network Load Balancing. Balance traffic between sites for better coverage and customer service.
   
• Agent at Home. Provide the opportunity for agents to work from home for businesses that want this flexibility.
   
• Disaster Recovery. Create a disaster recovery plan to protect against outages.

Technical Support

Sprint also delivers a complete line of services to support the technology we provide. Our support expertise includes:

• Systems infrastructure and architecture
• Analysis, design, implementation and testing
• Network connectivity, gateways and servers
• Infrastructure application development
• Technical project planning
• Capacity planning
• Troubleshooting
• Consulting services

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