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Contact Centre Applications

FCS has a combined Contact Center consultancy experience of over 80 years. This experience has been gained on large, complex Call Centres. For example, FCS recently completed the launch of the third directory enquiries Call Center in Ireland (Numbers Direct 11890). FCS was involved in all aspects of this Call Center from initial design to completion. FCS was subsequently contracted for an additional 12 months to expand the service as and when the need arises and to provide consultancy on new services that are coming on stream.

To compliment FCS’s expertise in contact centre solutions, FCS can specify, engineer and install a range of contact centre systems and applications such as:

• Nortel - Symposium, Contact Center 6 and Call Pilot applications
• Texas Digital - Quickcom, VitalCAST, and FlexView
• Dacon
• Plasma Screens
• Telecorp
• Telstrat Voice Recording

The key characteristics of FCS’s contact center services are:

• Innovative
  FCS has the experience and the necessary skillsets to design, implement and manage customised Call Center solutions in the most cost efficient way for the clients business.
  
  
• High Value Add -
  FCS advises and recommends total solutions, which perform in the most complex Call Center environments providing skillsets and experience to clients, which generally do not exist in the client organisation. FCS delivers measurable business benefits.
  
  
• Risk Reduction
  FCS offers budget certainty to users through fixed price; multi-year contracts (with possible additional cost savings).
  
  
• Focused on a Growing Market Segment
  FCS is positioned to capitalise on the growing global trend towards outsource and partial outsource of Call Center services.
  
  
• Reduce Costs
  FCS can provide lower total cost solutions to customers due to its lower cost base and fixed price propositions to customers for the design and management of the Call Center activities.
  
  
• Scalability
  FCS has the flexibility and scalability to address new and changing project requirements. FCS has access to a network of available skills across the Call Center and IT spectrum to allow rapid deployment to meet additional business requirements. This ensures a high level of customer satisfaction and the ability to meet and exceed customer expectations with NO skillsets gaps from a customer perspective.
  
  
• Pivotal Point for Voice / Data Convergence
  As a trusted partner FCS has the credibility and experience to recommend particular converged voice and data solutions. To date, where the opportunity has arisen, FCS has recommended converged solution-incorporating Call Center, PABX and IVR platforms.
  
  
• Project Management Excellence
  FCS has set the benchmark in Ireland for the project management of complex call center migration and relocation activities and has a track record of excellence in meeting deadlines in new system build and migration projects.