Cloud Operations

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Smart,.Agile, .Cost Effective Managed Services for New Pathways to Profit

Technology Support • Operational Support • Unique Expertise

Managing Customer Operations requires frequent changes in course as you adapt to changes in your technology and business direction. It involves inherent challenges with staffing, infrastructure and technology – draining your resources without a guarantee of success in customer satisfaction and bottom line growth.

Eventus Cloud Operations is a unique, modular offering that combines a portfolio of hosted customer operations services and best practices engaged in operational support.

Organizations no longer have to maintain specialized staff and facilities to manage tactical customer operations functions – Eventus provides full-service or supplemental capacity with expert staff and proven, consistent processes to dramatically improve your customer operations command center function at a substantially lower cost. Eventus Cloud Operations provide a highly scalable business model that adapts to fluctuations in your needs – rapidly and cost-effectively.

THE EVENTUS DIFFERENCE

We deliver value almost immediately – fast ROI via our specialized facility, experienced staff and valuable intellectual assets for reliable capacity planning and performance monitoring of your operations.
Extend you reach with scalability up or down – easily scale your reporting, workforce management, CRM, IVR, CTI, ACD, and more. You own all of your data – we help you use it to your advantage
Lower your investment and operating costs - pay-as-you-go hosted pricing eliminates in-house hardware investment, related IT infrastructure and upgrade expenses
Reduce launch and wind-down costs for outsources and internal centers - leverage our hands-on experience and know-how.
Assure consistency and reliability even if your staff changes – Eventus provides cross-training and Playbook tools with best practices, processes and rules guides.

Best Practices Insider

Blog Posts

Resources

Download the Cloud Operations Data Sheet

Solutions

STAFFING

INFRASTRUCTURE

TECHNOLOGY

Specialized skills and coverage for:

Contact Center Analysts and Management
Performance Reporting – Real-Time & Historical
Technology Management – IVR, ACD, CTI, Desktop
Quality and Training Analysts
Vendor management – Technology & Labor

Central management facility – real estate, high availability, connectivity
Process and Procedures – world-class quality, documented and implemented
Collaborative, high response times for a triage and problem resolution
Centralized view into contact volume, metrics and performance

Reporting, Dashboards, Performance Management and Quality Tools that meet your business needs
Execution vision with concrete projects and roadmap for attainment
Measurement approaches

About Eventus

Eventus is a premier provider of advanced, comprehensive solutions for Customer Operations Management. Our vanguard technologies, consulting and cloud operations managed services help organizations modernize and optimize their Customer Operations with the right solution that targets business outcomes and strengthens customer loyalty.
Our technologies and services are proven to: Deliver superior value Mitigate risk Optimize capabilities for single or multi-site Customer Operations Leverage best practices in full-scope project execution	Readily scale and adapt to changing needs and legislation Lower burdens on your resources Provide a strong competitive advantage in a dynamic business environment Secure fast Return on Investment

Solutions

Strategic Consulting Solutions

Cloud Operations

Cloud Application Services

- Cloud Migration
- Inbound/Outbound Customer Care
- At-Home Agent Solutions
- IVR Services
- QA & Performance Management
- Training / eLearning
- CRM
- Workforce Management
- Social Media
- Business Intelligence
- Training/eLearning
- ROI Analysis
- Contact Center Site Selection
- Customer Operations Analysis & Optimization
- Data Center & Disaster Recovery
- RFI and RFP Management
- Knowledge Management

Technology Support & Development:
- Custom Applications
- Knowledge Management
- Customer Contact Channels
- Unified CRM Desktop
- Toll Provider
- Hosted ACD / CTI / IVR

Operational Support:
- Forecasting & Scheduling
- Training & Knowledge Management
- Real-time & Historical Reporting
- Marketing Campaign Performance Management
- Social Media Internal or Outsourced Contact Centers
- Balanced Scorecards Quality Assurance Program

- RightNow Programming
- Salesforce.com Management
- Major Hosted ACD Platforms
- Hosted IVR Platforms

Blog

The Cloud Migration 2.0 – Services Meet Hardware and Software

When most people in Customer Operations speak of the cloud, they are referring to a type of computing based on sharing computing resources rather than having local servers or personal devices to handle applications. Most people think of the iron and technology management costs, and realize there is a significant leverage and flexibility in acquiring functionality as a service.

Centralizing Customer Operations… in the Cloud?

Customer Operations is a multifaceted discipline that involves thousands of individual decisions daily from people spread across multiple business units, geographies, vendor partners, as well as internal departments. These and many other factors diffuse a single voice to your customer and frequently also waste your resources.

Homeland Security expands push toward insourcing

The Homeland Security Department has finished a review of nearly 100 service contracts to see which should be insourced. It now plans to start reviewing every existing and future contract. Jeff Neal, Homeland Security's chief human capital officer, would not say what contracts were, or how many — if any — jobs might be insourced as a result of the review because its findings are under review by the Office of Management and Budget.