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| overview |
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We have performed numerous projects in the telecommunications industry. The following
overviews key project areas. |
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| billing system implementation |
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Telecommunications companies use billing as a key service differentiator. The
capability of combining services in a comprehensive, simple to understand bill is
rapidly becoming a requirement for retaining customers.
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TCA consultants have devised bill consolidation strategies, developed
billing applications, and delivered results. |
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| customer contact center development |
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Customer contact centers are an important and costly core business function of
telecommunications companies. Due to the capital and human investment
requirements contact centers must be developed rapidly and operate flawlessly from
the day of first service. |
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TCA consultants have developed over 12 full service contact centers for
telecommunications clients. Ranging in size from 400 to 1,200 agent seat
positions, these centers incorporate the best available design principles,
technology, and reliability features. |
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| customer contact applications |
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Advanced customer contact applications can provide exceptional benefits by
reducing operational cost and improving customer service. Specifically, Computer
Telephony Integration (CTI) and Customer Relationship Management (CRM)
applications can be integrated into existing operational systems to improve the
efficiency and responsiveness of customer service agents.
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TCA consultants have developed advanced contact center applications for
telecommunications companies incorporating CTI products from Geotel and
Genesys. Our consultants have also led major CRM implementation
projects utilizing Siebel, Vantive, and Clarify. |
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| mergers and acquisitions |
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The telecommunications business environment is characterized today by
consolidation. Companies are acquiring competitors with expectations that the
benefits of combination will be achieved quickly.
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TCA consultants have assisted telecommunications companies with
analyzing the technology and customer service operations of the acquisition
target to identify post merger synergies. Our consultants provide realistic
implementation plans to obtain results quickly. |
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| case studies |
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Telecommunications Assessment & Procurement Project