An assessment of your existing call/contact center

CTI Contact Center and CRM application integration projects can have a high degree of complexity. Typically, there are unique business requirements that need to be met using a variety of systems and infrastructures across multiple vendors. The analysis and planning phase of these projects are critical to their ultimate success.

To assist customers in this phase of their project, Boden offers an Integration Study. Using a time-proven methodology, we conduct an exploration of the customer's technical and business environment and formulate project recommendations based on the customer’s objectives. We work closely with the customer, as well as with partners, to develop a project roadmap to help ensure a successful implementation. The Integration Study is conducted by a Boden Solutions Engineer with expertise gained from numerous integration implementation projects.

Business & Technical Analysis

Through a series of interviews and document reviews, Boden will conduct an exploration of the customer’s current business and technical environment. The business analysis will include areas such as Contact Center role, agent organization, call flow, data flow, transaction flow, and reporting. The technical analysis will include areas such as hardware, software and network infrastructure and current levels of integration.

Customer Benefits

• Gain valuable insight into your current contact center environment
• Have a project road map that can be used across all organizations and vendors
• Gain insight and expertise from Boden who has managed numerous Contact Center integration projects.