Contact Centre Applications

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FCS Global has a combined Contact Center consultancy experience of over 80 years. This experience has been gained on large, complex Call Centres. For example, FCS Global recently completed the launch of the third directory enquiries Call Center in Ireland (Numbers Direct 11890). FCS Global was involved in all aspects of this Call Center from initial design to completion. FCS Global 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 Global’s expertise in contact centre solutions, FCS Global can specify, engineer and install a range of contact centre systems and applications such as:

  • Avaya - Avaya Red, Avaya Blue [Nortel]
  • Cisco
  • ShoreTel
  • Huawei
  • Damovo
  • BT
  • Texas Digital - Quickcom, VitalCAST, and FlexView
  • Dacon
  • Telecorp
  • Telstrat Voice Recording


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

  • Innovative
    FCS Global 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 Global 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 Global delivers measurable business benefits.

  • Risk Reduction
    FCS Global offers budget certainty to users through fixed price; multi-year contracts (with possible additional cost savings).

  • Focused on a Growing Market Segment
    FCS Global is positioned to capitalise on the growing global trend towards outsource and partial outsource of Call Center services.

  • Reduce Costs
    FCS Global 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 Global has the flexibility and scalability to address new and changing project requirements. FCS Global 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 Global has the credibility and experience to recommend particular converged voice and data solutions. To date, where the opportunity has arisen, FCS Global has recommended converged solution-incorporating Call Center, PABX and IVR platforms.

  • Project Management Excellence
    FCS Global 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.

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