New solution improves contact center operations and captures new financial upsides by uncovering organizational operational inefficiencies
BOSTON, March 16, 2023 — Waterfield Tech, a leading global customer engagement solutions provider, today announced the launch of their Impact Analysis program, a new prescriptive engagement aimed at helping clients address inefficiencies across the contact center and capitalize on digital transformation opportunities. This consultative solution engages all levels of a contact center to uncover process breakdowns and areas ripe for technological transformation.
Waterfield Tech’s Impact Analysis follows a rigorous and proven methodology to help companies improve their contact center operations and capture new financial upsides. With this consultative offering, Waterfield Tech’s customer experience strategists dive into the organization’s contact center operations, identify costly areas of inefficiencies, and provide recommendations to increase efficiencies through automation and other improvements to deliver financial gains — often with no additional out-of-pocket cost. This serves to align the organization’s contact center operational processes, technology ecosystem, and people and provides a complete solution roadmap that yields substantial returns for the bottom line.
In one example, Waterfield Tech’s strategists were able to construct a financial model and business case for a national healthcare leader that demonstrated how automation could reduce operator-handled calls by up to 48%, resulting in a net financial gain of $2.1M over five years.
From start to finish, Impact Analysis engagements are completed in an average of 30 days. Additionally, the costs of the Impact Analysis work are rebated to clients who choose to move forward with the study’s recommendations, helping to drive immediate ROI.
“The cost of human capital is not only a concern, but also neither reliable nor predictable in today’s market,” said Chanley Geveshausen, VP of Solution Consulting at Waterfield Tech. “Businesses must identify automation and cost-savings opportunities within their contact centers and that’s where Waterfield Tech can make a significant difference with our Impact Analysis.”
Waterfield Tech’s Impact Analysis helps organizations apply a quantitative financial value to their customer experience so they can make the right decisions for the business based on the best financial outcome. This offering includes CX consulting across the entire contact center landscape including:
| CONTACT CENTER | WORKFORCE ENGAGEMENT |
| Carrier | Call Recording | Encryption |
| Data Network | Compliance and Regulations |
| Secure Remote Workers | Quality Monitoring |
| Inbound Voice Operations | Coaching |
| Call Back Applications | Forms and Scoring |
| Proactive Outreach Applications | Workforce Management |
| Knowledge Management | Forecasting and Scheduling |
| Omni-Channel (Chat, Email, SMS, Fax) | Payroll Integration |
| Chat Bots | Balanced Scorecards |
| IVR – Interactive Voice Response | Desktop Analytics |
| Conversational AI | Speech Analytics |
| Fraud Identification – Confidence Scoring | Customer Survey and Feedback |
| Biometrics – Confidence Scoring | BI-Tool integration |
| Computer Telephony Integration (CTI) | Performance Management |
| Reporting Analytics | Gamification |
To learn more about Waterfield Tech’s Impact Analysis offering, visit waterfieldtech.com
About Waterfield Tech
Waterfield Tech transforms customer engagement for organizations worldwide. Operating across six continents, our employees leverage a consultative, platform-agnostic approach to design, build, and manage scalable, omnichannel customer experience solutions. Our breakthrough innovations in contact center technology, automation (conversational AI), and workforce engagement reduce business costs, improve customer satisfaction, and help customers deploy a smarter utilization of the human workforce. To learn more, visit waterfieldtech.com
