Cloud-Based Enterprise Communications Is Now a Reality

Enterprise Communications Has Entered a Period of Unprecedented Change

Forces_600While enterprise communcations has always been a core technology for contact centers, three developments are now forcing organizations to reexamine their strategies for this technology. First, cloud-based systems are now delivering dramatically lower costs to an industry that has traditionally been extremely cost-conscious. Second, with the emergence of the Age of the Customer, it is no longer sufficient for enterprise communications technology to deliver an adequate customer experience at a low cost. Now, organizations are being judged on the quality of customer experience they (and their enterprise communications systems) can deliver. Third, omnichannel communications are now a reality. While many customer interactions still occur by voice, customers are expressing their preference for more modern communications channels such as email, mobile, self-service and co-browse. These new channels need the same types of support voice does, so enterprise communications vendors are aggressively expanding their product lines to support omnichannel capabilities.

Eventus Enterprise Communications Capabilities

Voice_PBM_800Eventus Solutions Group is uniquely qualified to optimize existing communications systems or implement new systems in this environment. Unlike traditional technical systems integrators or vendor professional services arms, Eventus brings a unique blend of contact center technology and operations expertise to its engagements. By taking a holistic view of your entire customer engagement strategy, Eventus can ensure your new system will meet your critical business objectives.

Eventus Enterprise Communications Expertise


Our contact center consulting experts average 10+ years planning, building and managing enterprise communications systems. They are certified by all the major vendors. We have worked with your existing equipment and know how to integrate it with your new system.

Modern Enterprise Communications Architectures


Leading enterprise communications technology vendors supply a full range of modern functionality. Eventus can deploy enterprise communications products in the cloud, on-premises, or in hybrid cloud/on-premises configurations. Moreover, hybrid configurations can also span different vendors.

Why Eventus for Enterprise Communications Implementations?

Business
Results-Driven

Unlike many technical systems integrators, we start by understanding your business.  Then we map the technology to your business to ensure your new system helps you achieve your business objectives.

Holistic Perspective

Since many of our consultants have built and run large-scale contact centers, we understand the impact enterprise communication technology can have on agent productivity.

Omnichannel Strategy

Since we are also CRM experts, we can help you optimize your omnichannel strategy across both enterprise communications and CRM.

Implementation Methodology

Our unique iterative approach to enterprise communications implementations uses agile software development techniques to get new systems into production faster with less risk.

Featured Case Study - Large Publisher

publisher_400Eventus Solutions Group has a solid reputation for being easy to do business with, and its clients are following suit. A publishing company was in the process of completely overhauling its enterprise communications platform for easier customer interaction.  When it became apparent the firm they had chosen to help with the project was not keeping up with project milestones, the company needed to get the project on track. They turned to Eventus Solutions Group for help.

Eventus brought its ‘STORM Methodology’ – a creative coupling of Waterfall and Agile techniques optimized for cloud-based technology platforms – to add much needed structure and tools to the struggling project. The results were dramatic. Eventus deployed a small but highly skilled team of contact center consulting specialists that first assessed the company’s automatic call distribution (ACD) and interactive voice response (IVR) strategy, implementation roadmap and current state of the project. It then developed a correction plan that the client immediately began to implement.

The Eventus team subsequently developed a skills-based/multi-channel routing strategy for more than 8 locations, 15 distinct roles, and 150 individual skills; built a prototype to demonstrate a new routing strategy; and implemented Interactive Intelligence Customer Information Center (CIC) components including Interaction Administrator, Interaction Recorder and Interaction Optimizer. Eventus was also responsible for architectural design, IVR design, reporting, key performance indicator (KPI) design and overall project management.

“This project illustrates how our ‘special forces’ delivery model consisting of small teams of highly experienced industry experts saves our clients both time and money,” said Craig Tobin, Managing Director, Eventus. “Not only were we able to complete this complex and challenging project, we were able to do it on time, on budget and without any change requests.”

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