When CirriusImpact won a contract for an inbound FAX order system, customer had mention that they were losing incoming faxes due to limited amount of ports available VS FAX orders coming in.

Due to business targets, customer was receiving 2% of all orders still through FAX system, a few thousands of faxes a month. Previous provide was unable to guarantee that all faxes are received more over customer faced a steep price per port added to infrastructure (fax machines) needed

CirriusImpact, provided fully functional inbound soft fax manager, with the following benefits :

• Implementation took less then a day
• Customer got rid of all infrastructure (machines) required to provide the faxes
• Unlimited amount of ports allowed customer to receive as many faxes as sent.
• All faxes transmitted (soft copy) to customer via e-mail
• Price drop while quality ( received faxes ) improved dramatically.

Implementing (of) a hosted solution did not require an investment in Contact Center infrastructure.  All program features were supplied as Cloud based Software-As-A-Service (SaaS), resulting in no onsite technology infrastructure.  This solution gives the ability to rapidly provide a hosted contact center connected to customer.

CirriusImpact has been providing all technology and services surrounding the engagement, covering all aspects of this project. From solution design, implementations, development, through maintenance, and forward planning CirriusImpact covers all project aspects.

Since inception Customer increase dramatically the usage of the unified communication and has added more functionalities to the requirement such as :

• Additional services added with minimal effort
• Private fax lines added
• Outbound paperless fax capabilities added.

When CirriusImpact won a contract for an outbound and recording campaign, the company knew that had to provide

rapid deployment with fast pace deliverables, constant changes, and massive target audience.

The constraints on the deliverables were specific:

• Extremely aggressive deployment
• Short term contract
• Heavy scripting with minimal up time implications
• Massive target customer reach, with adding data on the fly requirements
• No CapaX  , Opex involvement

The short term contract required CirriusImpact to provide a full hosted Saas solution, , enabling FDNY to contact the large volume of applicants, in a limited time frame.

CirriusImpact, a technology and Hosting collaboration between CGS LLC, Presence Technology and NICE Systems, provided the fully functional outbound contact center. With rapid deployment and with the assistance of all parties including the FDNY technical team  it only took two weeks to deploy. All setup entities as well as scripts were build tested and deployed. Project was delivered to FDNY on time and has been providing all the necessary tools to achieve these business targets ever since. Since inception, scripts and database changes have been provided to the customer, with no effect on up time production.

Implementing (of) a hosted solution did not require an investment in Contact Center infrastructure.  All program features were supplied as Cloud based Software-As-A Service (SaaS), resulting in no onsite technology infrastructure.  This solution gives the ability to rapidly provide a hosted contact center connected to FDNY center, as well as quickly build scripts utilizing the FDNY guidelines.  FDNY employed this tool for interviewing and confirming applicant information and concluding and verifying readiness of applicants for testing.

CirriusImpact has been providing all technology and services surrounding the engagement, covering all aspects of this project. From solution design, implementations, development, through maintenance, and forward planning CirriusImpact covers all project aspects.

FDNY continues to use the outbound  campaign, since inception project has been extended, once and is been considered for another extension.

“Especially during these times we are proud to be a part of the FDNY efforts” said Yossi Teichman, CEO of CirriusImpact LLC. “With our lead technology providers Presence Technology and NICE Systems, coupled with the professionalism of the IT team of FDNY, we were able to provide all the necessary features in record time and achieve all the business targets needed,” he added.

The best call center tools are the ones that most effectively complement your business needs. Assuming that we have already factored in the savings of cloud base solutions, a contact center’s needs generally fall into one of three scenarios:

1. You already have some functionalities on –premise and you want to leverage the cloud without losing your existing investment. For example, a company may want to add cloud-base workforce management to their existing infrastructure or may want to run marketing campaign or collection and need a robodialer or outbound sophisticated algorithm that will suite its multiple department needs.

2. You want to have all your functionalities in the cloud. The usual case for a complete cloud-based solution is when a company is building a new contact center and focusing on investing in the most precious and important contact center asset, its agents. Presented with limited start-up funds, a company should leverage its investment on human capital instead of diverting it to technological infrastructure that may not needed in a year or two or, even worse, be obsolete in 3-5 years.

3. You want either of the above scenarios as well as the flexibility to move functionalities from the cloud to on-premise, or vice versa.

At the end of the day, a top-line contact center has:

- Brand-name technologies that have proven themselves and that meet .your specific needs e.g. outbound capabilities can mean as little as being able to dial out from a static list or as much as the ability to run multiple campaigns at the same time.

- Technologies that work either on-premise or hosted

- The support of a professional IT consulting company that can provide you with the planning, execution, and service of your desired cloud strategy

Good Luck in Your Contact Center Planning!

Yossi Teichman

The Contact Center industry is a veteran industry with an existing technology infrastructure.  As such, these organizations face a few major decisions as they examine the cloud and determine what is right for them.

1. Some contact centers want a complete on-premise solution with all the “bells and whistles” available today. Others own some of the technologies that they need for their operation and are seeking complementary technologies to help them ?provide better service.

2. Some contact centers are concerned that technologies that they have worked with on premise may not necessarily be available through cloud Saas providers.

3. For various reasons (financial, focus or others), some contact centers would like to lease cloud technologies with the long-term objective of one day moving the cloud base technologies to their site.

CIrriusImpact is here to address these issues and provide the perfect? solution for organizations that demand high-end communication application features at a fraction of the cost of an on-premise solution. CirriusImpact offers comprehensive superior on premise tested technologies as a cloud offering. We have the ability to provide end-to-end solutions as well integrate to existing Contact Center technologies.