Elitium Solutions, part of TCC Global, providers of telebusiness consultancy over the past 10 years, is launching a new software product – Elitium – for the contact centre.
Elitium is a strategic software tool for the contact centre that enables managers to assess the impact of changing volumes of calls, emails and Web contacts on contact centre performance by factoring in the resources present in the contact centre, such as, number of agents, automated call handling systems and automated email handling systems.
This enables managers to control a multitude of change scenarios; such as assessing when the use of IVR is appropriate and knowing how can you cost justify the benefits of investments in CRM strategies, systems and services. In addition, managers can assess the technical and HR implications of moving from a call to a multichannel contact centre.
Elitium provides graphical views of all 'change scenarios', providing ‘at a glance’ views and records of any change implications, making it easier and faster to implement these changes. Elitium believes that no other software or methodology for managing change in the contact centre is as fast to implement, easy to use or delivers such a rapid return on investment.
James Harvard, marketing director, Elitium Solutions, comments, “We’ve witnessed a new, but growing demand amongst contact centres for an integrated approach to understanding the interaction of people, the work they do and the technology they use on a regular basis to meet customer requirements at an acceptable cost. And this is what our product does. Also, because Elitium is an integrated solution that manages workforce management, process flow simulation and activity based costing tools, it is able to see a broader picture of the contact centre in its entirety and so will become an invaluable tool for maximizing and protecting any CRM investments, ” James concludes.
TCC Group has designed and developed Elitium as part of its portfolio of telebusiness consultancy services and solutions. The company has set up Elitium Solutions to market the software as a stand alone product and believes it will be of most benefit to contact centre managers and consultants who need to manage ongoing and evolutionary change within call and contact centres. Clients including Xerox and Siemens have already benefited from the Elitium methodology.
Elitium is available direct from Elitium Solutions, contact Frank Head on 0800 138 8 831 or 0870 600 0005.
Elitium comprises four integrated modules:
- Business Case Mapper: this captures every relevant fact and statistic on the current status and management of the contact centre, including numbers of agents and locations, processes, databases and middleware technologies, customer service levels, agent utilization and call based routing. This data is then combined with business goals to perform detailed modeling and analysis
- Modelling and Analysis: this allows clear visualization of your ‘as is’ position with your ‘to be’ modeling, so enabling scenarios to be explored in order to optimize performance and reduce costs.
- Costing: this module analyses current operational costs and enables you to formulate highly accurate investment requirement forecasts to complete your ‘to be’ modelling. This can also perform precise return on investment projections.
- Report Generator: this generates your business case based on operational and financial facts and presents them in a clear and highly visual form.
It combines process and call flow analysis with business cost metrics in one integrated environment.
Adrienne Routledge/Caroline Harrison
Tel: 020 8 744 9168
Email: Adrienne@grayassociates.co.uk; email@example.com
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