< All Problem Domains

Commercial/Call Center

From Interactive Voice Response (IVR) to customer bills, Olenick has a long track record of managing Call Center needs.

Services: Requirements Management, Software Testing, Performance Testing, Infrastructure

 

Olenick’s Call Center experience for Utilities includes:

  • Software Testing of an enterprise call center modernization system including a new IVR system to support over 4 million customers, data reporting, customer call routing and messaging, scheduling and forecasting, and real-time analysis of activity

 

  • Implementation and software testing of call center enhancements including the cloud replacement, as well as the addition of customer service representative (CSR) scheduling, CSR screen pop functionality, and dynamic call routing
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IVR – Enhancing the Customer Experience

Read about the benefits of Interactive Voice Response (IVR) and Olenick’s IVR services.

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The Current Uprise of Chatbots and Artificial Intelligence

Olenick Talent Academy consultants learned what it takes to create an AI-based chatbot leveraging IBM’s Watson Assistant.