High Demand solutions

Interaction Management

Reliant CCS is an end-to-end provider of Enterprise Communications, Contact Center, VoIP, and Unified Messaging solutions for the Interactive Intelligence (ININ) platform. Being an ININ Elite partner means we can design and build technology-enabled improvements to your business and provide the expertise to make them successful. From needs assessment and application development to systems integration and customer support, Reliant CCS solutions enable organizations of all sizes to deliver a higher level of customer service.

Microsoft Lync

Microsoft Lync ushers in a new connected user experience transforming every communication into an interaction that is more collaborative, engaging, and accessible from anywhere. For IT, the benefits are equally powerful, with a highly secure and reliable system that works with existing tools and systems for easier management, lower cost of ownership, smoother deployment and migration, and greater choice and flexibility.

Solutions Overview

Reliant CCS is a contact center solutions company providing a full range of communications solutions for our clients, including inbound and outbound interactions. We create leading-edge solutions to companies that view technology as a competitive advantage or a key differentiator in their market. Our value to our clients is our ability to leverage our expertise in our portfolio of products and services to create real solutions to business challenges. Our focus and experience is primarily in the financial services and healthcare industries, to which we have brought solutions including

  • Automatic Call Distribution to improve the utilization and effectiveness of our clients’ workforce
  • Interactive Voice Response applications for self-service opportunities
  • Collections applications to accelerate revenue and decrease write-offs
  • Integration with third party systems to maximize the utility and return on investment of our clients’ line of business applications
  • Work-at-Home Agent (WAHA) solutions to increase agent job satisfaction, and increase employee retention, while maintaining productivity
  • Unified Communications and VoIP PBX solutions
  • Universal Queuing and universal interaction management to create a single platform interface that allows our clients to interact with their customers using voice, fax, email, SMS, and IM.

Contact Center solutions

Today’s Contact Center is so much more than just a bank of phones with operators answering calls. Contact Centers are inbound, outbound, blended, multi-modal, distributed, sophisticated amalgams of technology, processes, and people.

Reliant CCS personnel have been delivering high-functionality contact center solutions since the mid-1990s. The first solution was a multi-media inbound customer service / dispatching operation for a national facility management firm. Subsequent internal contact centers were deployed to facilitate order entry and accounting, managing a complex multi-site Accounts Payable process. We partnered with BellSouth to be the exclusive delivery and service mechanism for their Interactive Intelligence Contact Center business.

Almost every business has need for a Contact Center. After all, a Contact Center is a centralized (by management, by technology, by process, by personnel, or by location) operation facilitating and fostering a relationship between the business and a group of constituents. Some standard inbound departmental Contact Center applications are Customer Service, Human Resources, and Accounts Payable. Outbound departmental applications include Customer Service, Human Resources, and Accounts Receivable.

Contact Centers can be inbound-only, outbound-only, or blended. Agents or agent-groups can be divided into these functions. Contact can be facilitated to meet with the constituents’ media choice. Some of the most common contact media include telephone/voice, email, and web chat.

Contact Centers, driven by escalating labor costs, a more sophisticated constituent base, and technology improvements, offer more options than ever for customer self-service. Many organizations adopt a holistic approach incorporating web sites, marketing messaging, Instant Messaging, SMS (“text” messaging via Short Messaging Service), and traditional and speech-enabled IVR (Interactive Voice Response). Other centers chose to deploy a subset of these solutions. Reliant CCS brings experience to define, design, develop, and deploy all of the traditional and cutting edge technology to provide your Contact Center with the differentiation you desire to excel in your market-space.

Our currently deployed Contact Center solutions enable small organizational departments and expand to Enterprise-wide solutions. Our platforms enable low-incremental cost expansion opportunities of both organizations and technologies. We can add a Customer Self-Service application or an Outbound functionality with no capital investment. We can enable a department with minimal hardware investment, typically just telephones or a gateway. It is common for our Contact Center solutions to start in a single department, then, as successes and positive results accrue, migrate across other departments. These migrations are accomplished using the same solution platform, usually with minimal investment.

Reliant CCS represents expertise at assisting departments and organizations identify and improve customer and constituent touch-points and opportunities. We are focused on the overall experience, not just providing a technical improvement. Every step along the journey, we also provide feedback and management solutions to ensure that the organizational investment is delivering maximum return. When Performance is Measured, Performance Improves. When Measurements are Reported, the Rate of Improvement Accelerates.

Contact us for a no-cost consultation to learn how Reliant CCS Contact Center Solutions can benefit your business and enable your competitive advantage.

EnterPrise PBX Solutions

Not long after Mr Bell called Mr Watson, businesses were erecting patch panels, situating an operator at the panel, and linking internal callers to the outside world. The first enterprise PBX was born. Many organizations still hold on to that view of the PBX. In today’s fast-paced business environment, it is more important than ever to be accessible. That incoming call, email, or web chat in response to some far-reaching marketing message may represent the opportunity that makes your Quarter or Year. That IM may be to remind you of your child’s awards ceremony. People want to communicate with you and you want to communicate with them. Further, in many cases, you want a record of that communication.

Our Enterprise PBX Solutions deliver high-performance communications for your business, in conjunction with your Contact Center or apart from it. We offer real tools to enable real business: from anytime, anyplace communication, following rules that suit the way you work and live, to high-end collaboration at the click of a mouse. Many times, we begin a communication in an informal or non-real-time manner, such as email or instant message. As the communication thread grows more complex, a different media is desired, such as voice &/or video. Our solutions allow this media escalation with a single mouse click. There is no need to find a phone number, copy & paste it into a soft client or run the risk of transposing it while keying into a phone keypad. Once the communication is established, you can change from your desk phone to your cell phone easily. All of this while keeping a log of the conversation.

When you are ready to explore the possibilities and solutions that Reliant CCS can offer your business, contact us.

Integrations

Some customers have a large investment in an Enterprise PBX. They think that this will preclude utilizing a Reliant CCS Contact Center Solution. This is not true. Our platforms are designed to integrate to existing technologies through various integration points. We have integrated to Avaya, Cisco, Nortel, NEC, and Tadiran PBXs. We deploy using traditional TDM, VoIP, or mixed topologies.

We not only integrate to legacy and new PBX devices, we also integrate to applications using .Net, OLE DB, DDE, SOAP, Web Services, and many other methods. Our integrations have provided customer access to systems previously thought inaccessible. We assist you in defining your requirements, then designing a solution. We work with your legacy application providers to develop and deploy the solution.

Integrations can enable your customer service agents, making them more effective and letting them achieve greater efficiency. Having a caller’s information at their fingertips, instead of waiting on an ancillary system response, leads to greater caller satisfaction. More satisfied callers create an improved agent working environment.

Speech solutions and integrations offer previously unattainable information in a conversational environment. Mainframe and ERP data availability to your constituents frees agents to provide complex solutions to your customers. Scheduling applications ensure the greatest productivity of your field resources and high-cost resources.

Contact us to schedule a no-cost consultation to assist in identifying integration opportunities within your environment.