Consulting
Mission & Profile
"The Customer Experience"
Allencom was founded by Blair Allen, bringing more than 25-year’s background in management, marketing and design focused on the call/contact centres industry. For the past decade, Blair has been providing comprehensive expertise in achieving the right solutions for customers in the full range of disciplines to ensure the effective utilisation of technology and personnel.
This consultative approach provides end-to-end support including initial needs assessment, solution selection, design and deployment.
Allencom Communications provides an objective and independent perspective on all aspects of call/contact centre solutions, design and management. Particular emphasis today is being placed on process reengineering, technology convergence and migrating corporate facilities to IP-based communications for voice, video and data. Our goal is to ensure organizations optimize success through a balanced approach to both technology and process.
Solutions & Proficiencies
- Business Process Reengineering (BPR)
- Customer-Experience Strategy Development
- Technology Assessment & Solution Design (incl VoIP)
- Web-enabled Contact Centre Strategy & Design
- Managed/Hosted Solutions Development
- Customer Experience Management (CEM/CRM) Design
- Business Resumption (BRP) / Disaster
- Recovery Planning (DRP)
- Contact Centre Start-up, Outsourcing & Consolidation
- IVR Design, Analysis & Development (Voice Recognition)
- Computer Telephony Integration (CTI) Development
- Performance Benchmarking, Audits & Assessment
- Training & Quality-Assurance Program Development
- Workforce Management & Optimization
- Call/Contact Centre Management & Reporting Systems
- Project Management & Site Selection Development