The "core" of our service offerings is the identification, selection and implementation of technology solutions. We analyze business applications, costs, risks and benefits when recommending technology systems. A typical project includes a needs assessment, competitive procurement and system implementation management. Some of the technology solutions we address include:
One of the most-critical technology systems for any organization is the telephone. Often, this communication tool is given little attention, yet it is a key component of an organization's front-line. In many businesses, the telecommunication system is the primary method to express a company's message and image to its customers.
- Private Branch Exchange (PBX):
The PBX is the "heart of the telecommunication system". From standard telephone systems to those supporting specialized applications, we offer our clients our experience and insight in selecting the most appropriate system.
- Voice Messaging:
What was once considered "voice mail", is now converging with email and facsimile technology to create unified messaging capabilities.
- Voice over IP (VoIP):
VoIP is receiving significant attention due to its potential to converge voice and data technology systems and achieve cost savings. s.calate can assist by assessing VoIP solutions and determining their applicability for our clients.
Often, a customer's most common interface is through the call or contact center. The call center is the "front door" to businesses and in many cases is the only contact a customer has with an organization. Advanced tools can assist you with maximizing your customer's experience at your call/contact center. s.calate can assist you in selecting and implementing:
- Automatic Call Distribution (ACD):
This is the traditional tool used to route customer calls to customer service agents or representatives. Advanced technology now allows the identification and prioritization of callers and differing treatment levels depending on the callers perceived value to your organization.
- Interactive Voice Response (IVR):
This mature tool continues to be successful in directing your customers to "self-help" applications, allowing your agents to focus on more complex matters.
- Computer Telephony Integration (CTI):
Integration between call center systems and the desktop application/corporate databases supports "enhanced services" to your customers.
- Customer Relationship Management (CRM):
Today's industry buzzword is CRM. We assist clients in assessing its use in the enterprise and identify the correct system for the application.
The proliferation the Internet and e-commerce has created the need to more closely address data communications elements such as:
- Local Area Network (LAN):
LAN design and strategy is a strategic resource that must be constantly be reviewed and re-evaluated depending on the dynamics of your company. s.calate can assist with the selection and deployment of LAN switching hardware and software.
- Wide Area Network (WAN):
WAN services such as frame relay and ATM are migrating to IP-based services. Managed services such as VPN are being established as the choice for many organizations. We assist our clients in determining the best services to incorporate into their networks.
- Internet Access:
Selecting and managing Internet services is critical today for our clients. We assist in identifying service providers and access strategies.
Infrastructure "connects" users with voice and data systems and applications. We support our clients with:
- Communications Cabling System:
Voice and data communications cabling is itself a recognized "system" and integral to ensuring Telecommunications and Local Area Network equipment functions as specified. Our consultants keep abreast of industry standards published by Telecommunications Industry Association/Electronic Industries Alliance (TIA/EIA) and other trade organizations such as BICSI. We work with our clients to understand and design spaces and systems in support of the company's technology needs.
- Conduits and Pathways:
Planning the physical support structure for voice and data cabling to ensure adequate capacity to support your communications cabling system - copper and optical fiber. Coordination with the general contractor, architect, electrical, mechanical and structural engineers as well as building inspectors is an area that s.calate consultants excel in.
