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Tools & Technology

Tools & Technology

We are unbiased and platform agnostic.

McIntosh is vendor independent and has no formal alliance with hardware, software, or ASP/SAAS providers. We have no proprietary software solutions to promote. Our advice is based upon what is best for your business not on supplier relationships.

Whether acquiring and implementing new tools, upgrading existing tools, or improving tool utilization through process optimization, McIntosh consultants understand the operational benefits attainable through call center technologies and have the expertise to guide you through the process.

Our experience within this sector:

Big Data

Actionable Analytics

Successfully Navigating The Cloud

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Big Data

Exploiting the Big Data opportunity.

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The Allure of Actionable Analytics

Organizing data, transforming information into insights.

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The Cloud

Successfully navigating the cloud.

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Technology and Tools Experience:

  • RFP development and management for eight call center platforms for a new business launch of 3,000 workstations growing to a maximum of 16,000 workstations in the telecom sector
  • RFP development, management, and evaluation for platforms ranging from digital recording to WFM tools for the utility, healthcare, online retail, telcommunications, and transportation industries
  • Enterprise desktop CRM implementation managing two external contract organizations and the internal IT group to delivery
  • Facilitated two of the three process design workstreams for a major transportation merger with the revised integrated process maps leveraged by IT for business requirements
  • User acceptance testing for a major CRM launch for a major transportation firm with the application supporting over 3,000 workstations/agents
  • Network testing and trouble shooting for the launch of new network tools (technology and transportation sectors)
  • Implementation of an integrated command center with oversight for sixteen locations, of which only six were internally managed.  Deployed real-time visibility into the diverse ACDs utilized by the client and vendors and developed the process framework for workload monitoring and balancing.
  • Usability Assessments, RFP Management, Process Design, and Project Management/Implementation experience with contact center tools that include:
  • Desktop order entry/service applications
  • Desktop diagnostic and troubleshooting applications
  • Workforce Management (WFM) platforms
  • Knowledge Management Systems (KMS)
  • Call delivery and specialized routing platforms (e.g., ICM)
  • Automated voice self-service (touch tone and voice enabled)
  • Computer based training applications
  • Performance reporting and integrated scorecard applications
  • Digital call recording and speech analytics platforms

Consulting Insights:

Reporting-Delivering Data That Enables Action

Critical to every implementation is reporting and yet many firms do not address reporting requirements until the project is near completion. Reporting requirements should be addressed early in the requirements definition phase, with reports tested at the earliest possible date. Platform functionality may appear to be robust, but functionality without results specific data is disabling, not enabling.

Technology As An Enabler

Deploying technology as designed may satisfy the vendor but may not meet your operational needs. Understanding that effective processes are enabled rather than dictated by technology is critical. Process evaluations and process standardization should precede requirements definition.

Project Management

No implementation is plug and play. There are integration and security challenges associated with every deployment. Successful implementations leverage a dedicated project manager conversant not only in project management methodology but also in the core functionality being deployed and how call center operations will use the tool. McIntosh supports clients by delivering proven project management expertise that allows us to anticipate and proactively address implementation issues before they become barriers to success.

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