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IBM CFS - Contact Centre Solutions


Interactive Communications

With over 160 qualified, certified professionals in Canada, the Contact and Call Centre Management Practice has been delivering call/contact centre solutions since the early 1990s for the largest organizations in Canada, including Canada's chartered banks, major financial institutions, insurance companies, Bell Canada and other telecommunications providers in the country, provincial and federal government departments, and major retailers. We are focused on improving contact centre processes and procedures, development of standard platforms to support customer facing business operations, and implementation of standard management and operational practices to optimize contact centre performance for our clients.

Contact and Call Centre Management Value Proposition

Our value proposition is to improve the profitability and effectiveness of Contact Centre operations by:

  • Reduced infrastructure costs
  • Agent optimization
  • Enhanced customer experience and
  • Flexibility and extensibility of technology

Contact Centre Consulting and Solution Implementation Services

  • Solution Architecture and Infrastructure Design
  • Contact Centre Process Improvement
  • Performance Evaluation and Agent Optimization
  • Contact Centre Management and Reporting
  • Strategy and Design for 211 and 311 Implementation

Certified Solution Implementation and Support Services

  • Enterprise Contact Routing
  • Network Queuing
  • IP Contact Centre/Voice over IP
  • Computer Telephony Integration
  • Multimedia contact channel support, including e-mail, fax, Web chat, Web callback and Web collaboration, Video
  • Quality Management and Call Recording
  • Enterprise Reporting
  • Workforce Management
  • Contact Centre Virtualization
  • Self service applications, including Web, IVR and Kiosk
  • Agent Desktop Optimization
  • Speech Recognition and voice verification
  • Text to Speech

Why come to the IBM Contact Management Practice?

  • A proven track record in assisting large and small contact centres to improve agent processes and performance to optimize agent performance
  • Full lifecycle services, from contact centre assessment using IBM’s Contact Centre Maturity Model, through implementation and support
  • Expertise in designing and implementing enterprise wide standardized technology infrastructure platforms to support enhanced customer experience
  • Expertise in dealing with the complexity of implementing multi-site and network based contact centre solutions to achieve enterprise level routing and queuing
  • Expertise in fusing contact centre technology and customer business strategy

Implemented and Supported Technologies

  • Apropos/Syntellect CIM
  • Avaya
  • Cisco
  • Genesys
  • Nuance
  • Verint/Witness
  • IBM Websphere Voice

Contact on how the services of the Contact and Call Centre Management Practice can help your organization.

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