Deloitte

Deloitte Consulting Delivers Customer Experience And Contact Center Services

Deloitte is the brand under which 165,000 dedicated professionals in independent firms throughout the world collaborate to provide audit, consulting, financial advisory, risk management, and tax services to selected clients. Services for RightNow CX through Deloitte include:

Contact Center Assessment and Roadmap

• Align contact center with business goals and vision
• Overall investment plan
• Future State approach
• Human capital aspects
• Process and operations aspects
• Technology, infrastructure and support
• Vendor assessments / negotiations
• Maturity analysis
• Disaster recovery / business continuity

Virtual Contact Centers

• Labor pool strategies (virtual, home-based, etc.)
• HR processes and policies
• Knowledge transfer approach
• Data security and risk management
• Telecommunications and network
• Technology infrastructure

Contact Center Technology Services

• Design, build and deploy integrated solutions
• Contact Center desktop
• Call Handling infrastructure (ACD, IVR, CTI)
• Multi-channel (web, email, chat, etc.)
• Workforce Management
• Integrated knowledge management

Operational Excellence

• Process-driven change
• Process-driven tool deployment (WFM, QM, etc.)
• Sales force effectiveness
• Marketing effectiveness
• Performance management
• Closed Loop sales, service and marketing
• Analytics, segmentation & reporting