Companies strive to improve contact center operations year after year. Bridging the “knowledge” gap between your business objectives and technology investments is vital! Under-utilized, end-of-life, and old technology investments can hinder your success.

EDCi provides right-cost / high-value technology solutions to optimize call center performance and increase margins. Our solutions improve call center metrics, enhance customer touch points, and help you manage your business to achieve performance objectives. We improve the use of your existing technology and supplement new technology.

The team begins by understanding your business objectives, current investments, and priorities. We take these drivers and formulate a 3-5 year technology investment strategy that is budget friendly and plays nicely with your existing investments. Our options give you the confidence to make critical decisions with ease.

All our engagements are accompanied by a return-on-investment strategy. Each requirement is paired with the piece of technology that will deliver the greatest return. Our people take pride in delivering solutions that make the best use of your existing investments along with new investments. Listed below are a few of the results our clients have experienced.

• Increased agent productivity
• Increased customer satisfaction
• Increased brand loyalty
• Decreased number of calls by implementing self service
• Decreased cost of ownership from implementing all-in-one solutions
• Deferred or eliminated increases in payroll
• We decrease the time and money it takes to service and sell your customers by implementing technology and process solutions

Our consultants and engineers have operated call centers and implemented technology for many fortune 1000 companies. Our people understand how to implement and improve call center operations. We know what makes them tick!

Combine this knowledge with our portfolio of technology offerings and you have a partner that can deliver business solutions from concept to support.

Call (PBX), voicemail, email, fax, chat, SMS/texting, ACD, IVR, CTI, self service, unified communications, presents management, monitoring, natural speech, scheduling, forecasting, at-home agent, database, case management, knowledgebase, integration, workflow consolidation, process enhancements, performance adherence, and more.