CASE STUDY – Entrust Technologies Inc.
Call Center Technology Review Softel Communications Inc.
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CASE STUDY
Entrust Technologies Inc.
Call Center Technology Review
SOFTEL Communications Inc.
ECustomer Care Consulting - Contact Centers
Gerry Dupuis
Director, Consulting Practice
CASE STUDY – Entrust Technologies Inc.
Call Center Technology Review Softel Communications Inc.
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Background
Upon completion of the snapshot, it was evident that Entrust wanted to design a technically
advanced call center with the vision of becoming a “World Class Contact Center”. The staffs in
place were dedicated to achieving that goal united and successfully. Strategic alignment between
the utilization of Call Center technology and the corporate business objectives, a key component
towards the overall success of this vision, was not defined at the onset.
New technology was introduced to resolve a singular issue with no alignment to the overall business
objectives and call center requirements. IVR menu selections dictated call flows, call groupings, call
types, call prioritization and reporting opportunities. Following the IVR implementation, another key
piece of technology was introduced: a CRM package that provided an agent with a customer
information populated screen pop.
Delivery Methodology
The objective of the 3-day on-site visit was three-fold:
• To perform an ACD Technology health check, validate the server configuration and review the
call flow and script design.
• To understand how the call center operations utilized the existing technology in alignment with
the business objectives of the organization.
• To understand how and what was required to design a consolidated reporting environment.
Proposed Solution
Rather than a list of recommendations, Softel provided Entrust with an options grid showing a
combination of recommendations and/or alternative solutions that would allow them to ma