contact center solutions

At Simcomm, our passion is to deliver value adding, strategic and business-focused consulting that creates impactful workforce practices by leveraging our deep understanding to target the critical bottom lines of our clients, which is the customer bottom lines; the employee bottom lines; & shareholder bottom lines. Essentially, innovative approach & cutting edge consulting solutions are designed to accelerate growth through a greater alignment of business and workforce strategies.

Work Force Management

At Simcomm, our passion is to deliver value adding, strategic and business-focused consulting that creates impactful workforce practices by leveraging our deep understanding to target the critical bottom lines of our clients, which is the customer bottom lines; the employee bottom lines; & shareholder bottom lines. Essentially, innovative approach & cutting edge consulting solutions are designed to accelerate growth through a greater alignment of business and workforce strategies.
Our goal is to provide our clients a complete approach designed to make workforce as productive as possible, reduce labor costs, and improve customer service.
Workforce Solutions for Contact Center & Back Office
We are determined to provide our clients with innovative & real workforce optimization solutions, enabling them to effectively optimize the workforce, take out additional costs without sacrificing client SLA’s.
We have partnered with Verint® Systems Inc. & AVAYA.
Working with Verint Impact 360 and Avaya workforce optimization technologies we provide our customers an efficient WFM solution ensuring we create significant opportunities for returns in both the contact center and back office environments through grater utilization of resources and increasing agent productivity.
By introducing Workforce Management into your business we ensure a structured environment that will positively impact your customers.
  • Centralized - Maintain enterprise view and decision-making capability
  • Standardized - Processes are standardized to maintain consistency
  • Planned - Processes are rigorously executed on a regular, established schedule
  • Automated - Wherever possible to reduce resource load and process errors
  • Accountability - Organizations and individuals are assigned specific accountability for baseline execution and to achieve operational improvements

Quality Monitoring

Scale New Heights with Result-oriented Monitoring and Evaluation
Our Quality Monitoring Solution facilitates contact centers with single platform for End-to-End quality management which can help the organizations leverage operational excellence to achieve business growth. We offer Next Generation Easy-to-Use web based UI application with intelligent user administration considering multilevel user applications. Our call center Quality Monitoring solution produces insight which will drive business improvements.
Business Value:
Our Quality Monitoring solution produces insight which will drive business improvements and help the contact centers to overcome current challenges. It helps to achieve a sustained success that allows business to continually improve and develop by:
  • Enhancing customer experience
  • Improving service and sales conversions
  • Increasing operational efficiency
  • Identifying critical calls
  • Identifying emerging trends quickly
  • Uncovering business intelligence data
  • Reducing agent turnover
  • Securing sensitive customer data
  • Helping in making critical business decisions
  • Maximizing revenue
Features & Capabilities:
  • Smart Inbox – Access recorded contacts to be evaluated automatically and directly from your inbox based on user defined criteria and save valuable time in searching for calls to monitor.
  • Highly flexible customization and use of evaluation forms – Design and customize evaluation forms basis business objectives and KPI using predefined templates or a new template.
  • Agent Feedback – Exchange online feedback with agents that can empower the agents to actively participate in quality initiatives and performance improvement.
  • Real-time Monitoring – Equip the supervisors to monitor agent’s interaction and screen in real-time.
  • Call Search - Easy and comfortable search of calls based on user defined criteria (agent, CTI event, Time, Hold time, Duration, Transfers, conferences etc.)
  • Call Playback and Evaluation – Supervisors can playback call, monitor screen and perform evaluations simultaneously on a single page without any hassle.
  • Call Calibration – Participate in call calibration while sitting at remote locations and generate calibration report to identify variance and standardize the process.
  • e-Learning – Automatically assign eLearning modules to agents based on their performance.
  • Coaching – Schedule, assign and track coaching sessions to guide the employees to improve.
  • Reporting – Generate / schedule / distribute reports using predefined report templates and customize customer/business specific report templates. View your quality metrics at any time through our quality reports and analytics.
  • Real-time Dashboard – Customizable and easy to read real time dashboards to keep track of KPI’s to yield timely, actionable insight.
  • Bulletproof secure environment – PCI and recording encryption helps organizations to achieve compliance with the Payment Card Industry Data Security Standards (PCI DSS). Tool has the ability to remove sensitive information, such as credit card numbers or social security numbers from recorded audio or screens.
  • Integrated Speech Analytics – Metrics are delivered in real time that helps in identifying the emerging trends as they happen.

Customer Feedback Surveys

What do customers really think about your business? It’s a deceptively simple question—and it’s one of the most fundamental challenges organizations face in today’s highly competitive market. By using customer surveys, you can determine if the customer experience your contact center provides is truly satisfying your customers.
IVR solution can help you solicit valuable input from customers at the end of their calls through IVR or email surveys, as an extension to conversations with your agents. A browser-based solution, Verint's EFM IVR solution uses short, context-sensitive, dynamic customer surveys to capture data on products, processes, staff performance, and customer loyalty and satisfaction levels.
Through the use of context-based surveys, you can engage customers and deliver response rates far greater than those obtained through traditional, one-size-fits-all questionnaires. As a result, you can move beyond mere sampling to capture meaningful data, even with large numbers of customers and multiple sites.
What are the benefits from this Unified Platform:
EFM IVR solution is part of the Verint Voice of the Customer Analytics solution, which includes Speech Analytics, Text Analytics, and Verint Enterprise Feedback Management.
EFM IVR solution capitalizes on the unified Impact 360 platform, enabling the solution to share information easily with others in the Impact 360 suite to deliver extended benefits, including:
Quality Monitoring – Offers the ability to link the recorded customer conversations with the associated surveys. This provides the opportunity to review survey responses and put them into context of the conversation.
Quality Evaluation Forms – Provides the ability to compare internal quality evaluation scores with customer scores on your agents. This is the highest level of calibration.
Speech Analytics – Analyzes your customers’ verbatim comments to help you identify trends, terms of interest, and more. Advanced Scorecards (Performance Management) – Provides key performance indicators, enabling you to easily compare your service goals to customers’ ratings.
Lesson Management – Enables eLearning sessions to be triggered and sent to the employee desktop based on scores from customers.

Call Recording

Recording of telephone conversations have exceeded from being a “recommendation “ to “compulsion”. All transactions taking over the phone are to be recorded is a must “practice”, especially financial transaction. It is reliable full-time solution to help larger contact centers meet a range of needs, from compliance recording and liability management to monitoring agent performance. Recording systems handle the process of capturing the audio from all participants in the call, mixing it, storing it and creating an index that allows administrators to locate and review recordings. We being the major System Integrators and Partners of Large Enterprises in Recording Solutions you can experience large variety of solutions and deployments in traditional TDM, IP, mixed telephony, and mobile phone environments, One stop solution for all your business needs”
Following are some of the major features offered by our Recording Products:
  • Call recording and call archiving rules Flexibility
  • Support for TDM and VOIP environments in Telephony
  • Record calls at any location
  • Scalable architecture for adapting to future call recording capacity needs
  • Call recordings access from any location
  • Complete Redundancy Solution for business continuity
  • End-to-end media encryption, strong authentication and server hardening for data security

Speech Analytics

Analyze, Act and Monitor Voice of customer
Voice of customer that lies in recorded interaction is a treasure of information that can uncover many unknowns. Speech Analytics solution is an audio mining technology, that enables contact centers to harness critical business intelligence to shape their KPI’s from voice interaction that would otherwise be lost. Our Speech Analytics solution helps you to structure millions of recorded interactions into information that can be interpreted for the purpose of measurement and performance improvement through state-of-art phonetic speech tool and discover:
  • Why customers are calling?
  • What customer wants?
  • What is impacting critical business drivers?
  • What are current market trends and opportunities?
Traditional Quality Management constraints
Traditional Quality Management is manual and time consuming process with primary focus on the Agent. It is a crude agent evaluation process that involves reviewing a manually picked very small random sample of interaction, assessing them for general quality standards and then generating reports based on average scores. Traditional Quality Management does not depict true picture of business performance. Ability of Speech Analytics to categorize and quantify recorded interaction makes it a cost-effective, robust and reliable tool for effective quality management.
What Speech Analytics can do for you?
Our speech Analytics is a powerful tool that helps you to analyze millions of calls and extract critical business values to optimize customer experience, sales, collections, retention and revenue. Quantified data captured through voice of customer analytics can help you to perform:
  • Call Driver Analysis
  • Root cause analysis
  • Trend Analysis
  • Compliance Assurance, Script Adherence
  • Predictive churn Analysis
  • Handle time analysis
  • Customer sentiment Analysis
  • Competitor offer Analysis
  • Repeat Call analysis
  • FCR (First call resolution) Analysis
  • Customer Retention Analysis
And the list continues……
Business impact
Contact centers can improve efficiency and customer experience by analyzing recorded employee-customer interaction to unearth insights on improving 3 “P’s” (people, processes and procedures). Speech Analytics can help your organization to:
  • Reduce operation cost and boost revenue
  • Improve customer experience
  • Increase Upsell & cross-sell
  • Improve Customer loyalty
  • Reduce Call volume
  • Enhance Regulatory compliance & minimize risk and liability
  • Enhance business efficiency