Momenta has over 10 years of contact center experience. With a solid and proven methodology, Momenta has worked to deliver contact center solutions that make business sense while integrating the latest leading industry products and technologies.

Years of experience have enabled Momenta to acquire in-depth expertise in implementing all the different modules and products that a contact center would need, from IVRs and voice self-services using speech recognition, text-to-speech, and VoiceXML, to workforce management, quality monitoring, recording, and reporting. Momenta specialists have helped contact centers leverage intelligent routing, an approach that facilitates first call resolution. Momenta also possesses know-how and a successful track record in implementing multisite, multimedia, and IP contact centers that leverage best-of-breed tools to maximize customer satisfaction and retention.

Over the years, Momenta has worked with a wide range of customers, such as utility companies, insurance firms, financial institutions, government agencies, telecommunications companies and call center outsourcers. Regardless of the industry, Momenta has embraced and successfully implemented many technological innovations for numerous clients.

Contact Center & CTI Offerings

From customer satisfaction and customer delight, organizations are moving towards customer loyalty and customer ecstasy. But, continuously achieving excellence in customer experience has always been a challenge for customer service organizations. Customer interaction with the Contact Center, be it to request basic product information or complex technical service support, plays a very crucial role in enriching customer experience.

The growing areas of concern in the Contact Center space — evolving Optimized Technology Solution, introduction of Self Service Options, Access Channel Integration for ‘Unified Customer View’, integration of diverse technologies (ACD/PBX, IVRS, CTI, CRM systems), smooth migration/ networking/ upgrade of Contact Centers, IP Convergence, improvement of Customer Satisfaction Metrics and Unified Contact Center reports — demand the need for a well experienced partner with end-to-end Contact Center offerings.

Momenta’ Contact Center & CTI offering leverages rich Contact Center, CTI and CRM experience. Momenta offers consulting and implementation services in the Contact Center space and enables its clients to achieve increased operational efficiency, higher cost savings, better quality of service and improved customer satisfaction.

Provides you with strategic differentiation and operational superiority, assessments, proprietary industry around beating the competition

As data volumes grow, extracting knowledge from the data will be a challenge. Our business intelligence solution is designed to deliver that power to you enhancing your customers' experiences, by designing real-time data warehouses.

Make the whole of your IT applications much greater then the sum of its parts. See immediate and dramatic productivity growth. Infosys can leverage GDM here for you like no one else can.

A strategically mature alternative to total outsourcing and ad hoc off-shoring. Align your sourcing strategy to your business strategy, modularize your applications and processes and leverage the power of the Global Delivery Model.

Typical integration services include:

•	Analysis
•	Project management
•	Systems and architecture design
•	Deployment planning
•	Integration across multiple platforms (PBX, Network)
•	Integration with back-end databases and CRM
•	ASR (Automatic Speech Recognition) and VoiceXML applications
•	IVR integration
•	Complete CTI integration
•	Knowledge transfer

Our integration services are backed by a strong team of consulting professionals who are extremely knowledgeable about all aspects of contact center operations and the latest technologies available to support them. For a complete contact center offering, our integration services are also backed by training, support, and maintenance services.

Momenta offers:

Expertise

End-to-end Offerings

Contact Center / CTI Technology: Avaya, Genesys, Nortel, Cisco, Siemens, Aspect, Alcatal,Cosmocom CTI Application: Intelligent Call Routing, Screen Pop, Soft Phones, IVRS/Voice Portals, Unified Agents CRM Application: Siebel, Clarify, Oracle CRM, my SAP CRM, Microsoft CRM Application: Sales, Marketing, Service and Call Center Industry Verticals: Telecom, Banking, Insurance, Logistics, Manufacturing, Hi- Tech, Healthcare Business Process Outsourcing: End-to-end outsourcing, involving voice, data, and knowledge processes

Technology Solutions Contact Center Design CTI - Call Routing, Soft Phones, Sceen pop Customized Contact Center & CTI Solutions - Virtual, Hosted, IP Convergence, Customer Experience Enhancement Consulting and Implementation Support Pre - Scoping / Scoping Package Evaluation Technology Consulting Solution Implementation / Systems Integration Upgrades / Migration Maintenance / Continuous Improvement

For more information, please contact us bd@momentaglobal.com