Operational and Technical

In today’s challenging business environment, companies are looking for solutions that reduce cost and increase customer loyalty. Our operational and technology assessments can help your company choose the right investments to help meet your corporate and contact center objectives.

Our team of experts can help your organization assess your existing operations and technology. We can help you understand the strengths of your existing operations, and look for short-term and long-term improvement opportunities for your company.

Our assessment process can focus on specific areas of your operations, or assess your entire environment. Our team will work with you through an iterative process to gather stakeholder feedback (business and technical), and understand how your existing operations compare with industry best practices.

Guidance Based On Real World Experience

In today’s rapidly changing business and technical landscape, we understand that every company has a unique set of challenges and needs. At Ponvia, we offer flexible advisory services to help your company meet these unique requirements, without the need for a traditional project-based consulting engagement.

Our Advisory Services can provide access to our team of industry experts for targeted, point-in-time needs of our customers. We work with large and small companies across a variety of industries, functions, and technologies.

At Ponvia, our team of experts provides a deep, un-biased, vendor neutral view of the industry. We offer short-term or long-term engagements. Contact us to help craft the services that meet your unique needs.

Actionable and Attainable

Superior customer service and operation efficiency are built from a strong contact center strategy. As customer demands are on the rise, communication channels are evolving, and business operations become more complex, companies need to ensure that they have the right strategies to support their overall business goals.

At Ponvia, our team of contact center experts can help you build your strategies by leveraging our industry experience and deep understanding of contact centers, customer interaction, and cloud communications. We help companies reduce costs, increase customer satisfaction, and obtain operational efficiency. Our team can assist with every aspect of you strategy including Business Processes, Benchmarking, Staffing Models, Performance Measures and Technical Infrastructure.

People, Process and Technology

A reliable, scalable architecture is critical to success for your contact center operations. A successful architecture is not just about the technology – it includes the right combination of people, process, and technology. At Ponvia, our team of experts can you architect the right combination of business and technology to help you transform your contact center.

At Ponvia, our team of contact center experts can help you build your strategies by leveraging our industry experience and deep understanding of contact centers, customer interaction, and cloud communications. We help companies reduce costs, increase customer satisfaction, and obtain operational efficiency. Our team can assist with every aspect of you strategy including Business Processes, Benchmarking, Staffing Models, Performance Measures and Technical Infrastructure.

Human-Centered Design

Our team of experts can help you design the right solutions to achieve your corporate strategy. We have developed a set of proprietary methodologies and frameworks to help you define requirements and complete detailed solution designs for each component of your architecture.

We have expertise in:

• Contact center design – to create effective operations with multiple channels, sites, and vendors
• Organizational design – to ensure that your contact center has the right structure, training, incentives, and staffing to support your business processes
• Technology design – to define reliable and scalable solutions for your technology investments
• Process design – to ensure that each internal and external business process has been optimized to meet your objectives

Application Development

The demands on today’s customer interaction applications are changing. They must be tightly integrated, highly secure, highly accessible, and must provide a unified customer experience. When done right, these applications have the potential of significantly reducing the operating costs of your customer sales and service operation, opening up new channels for customer acquisition and expanding the nature of existing customer relationships. However, these applications are highly complex and require in-depth technical skill and experience to develop. This is where Ponvia can help.

Backed by our team of highly skilled consultants and software engineers, Ponvia’s capabilities go well beyond simply developing the application. With our extensive knowledge and experience in customer interaction, we are able to design the right solution that meets your objective and ensure the solution is fully developed, tested and deployed.