Consulting
Project Background
The projects outlined in this background summary are a representative cross section of events conducted through Allencom, Computer Talk Technology and Bell Canada over the past years:
Customer |
| Description |
Major Wireless Carrier – BPO Transition |
| Operations Mgmt – 5000+ agents – Multimedia |
Banking BPO – Re-engineering Architect |
| CPE/Hosted – 2000+ agents – Multimedia |
Major Telco IVR Redesign |
| Managed – 1400 IVR ports & 1000+ agents |
Provincial Ministry CC Redesign | CPE – Multimedia CC (IVR/CTI/WFM) 300 IVR ports & 500 agents | |
Major CC Service Bureau (Utilities) |
| Hosted – Multimedia CC (IVR/CTI/WFM/VoIP) (1000 ports & 600+ agents) |
Major Natural Gas Utility |
| Hosted – IVR Network – National (500+ ports) |
Major Property Assessment Corporation |
| Hosted – Multimedia Call Centre (100+ agents) |
Major Property Management Corporation |
| Hosted – Multi Site Call Centre (50+ agents) |
Major Call-Centre Service Bureau |
| Hosted – Call Centre & IVR (50+ agents) |
Major Employee Assistance Company |
| CPE – Multi Site Call Centre (50+ agents) |
Major Automobile Association |
| CPE – Customer Service Call Centre (50+ agents) |
Major (Property/Casualty) Insurance Firm |
| CPE – Customer Service Call Centre (50+ agents) |
Major Community Housing Organization |
| CPE – Process Redesign/Email Mgmt (25 agents) |
Mid-Sized Financial Management Firm |
| CPE – Upgrade CS Call Centre (50+ agents) |
Major Gaming-Related Organization |
| CPE – Process Redesign/Email Mgmt (25+ agents) |
Major On-Line Discount Broker |
| CPE – Customer Service Call Centre (100+ agents) |
Federal Government – PWGSC Federal Government – DFAIT Federal Government – DND Federal Government – HRDC Federal Government – Industry Canada |
| CPE – National Service Call Centre (35+ agents) CPE – 5 Internal Call Centres (50+ agents) CPE – Help Desk Call Centre (50 agents) CPE – Upgraded 160 IVR systems CPE – Internal Call Centre (25+ agents) |
Major Credit Union |
| CPE – IVR Banking Platform (500+ ports) |
Major Canadian Bank |
| CPE – Credit Card – Call Centre (100 agents) |
Major Canadian Bank |
| CPE – Authorizations IVR (300+ ports) |
Major Canadian Bank |
| CPE – Call Centres & IVR systems (Redesign) |
Mid-Sized e-Commerce Firm (US) |
| CPE – Multimedia Call Centre (30+ agents) |
Mid-Sized Health Care |
| CPE – Multiple Call Centres (20 agents) |