Professional Services
At the very heart of our business, Kaptec is a solutions provider.
We solve problems. Our guarantee to customers is to deliver reliable solutions, cost-effectively and in a timely manner. At Kaptec, our primary objective is to provide unmatched quality and value. Simply put, we are committed to deliver results that exceed your expectations and provide excellence in customer satisfaction in delivering Contact Center Consultancy, Engineering and Self Service Solutions.
Contact Center Consulting & Engineering
Kaptec engineers have a thorough understanding of telephony networking, servers and application architecture. In addition to a solid Telecom Engineering foundation, the Kaptec team holds practical working experience with Avaya Contact Center applications and integrating a wide variety of third-party systems. Kaptec's experience encompasses Avaya systems and applications ranging from small to large enterprise solutions. Our telecom engineering capabilities and service offerings include:
- Technical Consultations for the development of new contact center telephony solutions.
- Assessment of contact center infrastructures to make recommendations for better use of end Clients existing technology.
- Business consultations in the contact center and telephony environment that align Client's technology to service strategy and business processes.
- Telecom audits and analysis.
Voice Portal
- Design and write call flow applications from concept to implementation.
- Develop intelligent routing between call centers.
- New voice portal installations.
- Customizations/optimizations of existing applications.
- Enhanced Self Service with Speech enablement.
Computer Telephony Integration (CTI)
- Comprehensive analysis of a CTI workflow from user data collection to agent screen pop experience to ensure project feasibility.
- Screen pops via agent desktop or server-side.
- User friendly data collection interface in the IVR to ensure a good customer experience.
- ACD/PBX configuration supporting a CTI-enabled call flow.
- Ensure all necessary components communicate with each other reliably.
Workforce Management, Call Recording and Quality Monitoring systems Reporting Systems; historical and real-time; single site or enterprise solutions
- Database warehousing.
- Avaya Call Management System (CMS).
- Multi-channel reporting solutions.
- AVP Reporting.
- Custom reporting.
- Develop Web-based reporting.
- Real-time data feeds for systems or displays.
Applications Development / Customized Solutions
With computing/programming skills in languages (C, C++, C#, Java, etc.) databases, web applications and Services Oriented Architectures hosted on Microsoft and Unix variant platforms, the Kaptec engineers bring a complete skill-set capable of efficient solutions development and implementation.