Cross Professional Services: From Out-of-the-Box to Outside-the-Box!

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Cross Professional ServicesFrom
Out-of-the-BoxtoOutside-the-Box!
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Cross Professional Services

• Meeting increased demands of today's business
  world.

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CROSS TELECOM ACQUIRES AMERICAN COMMUNICATION
TECHNOLOGIES
Minnesota-based, national voice and data
integrator adds professional service expertise as
well as customized software solutions development
through acquisition . BLOOMINGTON, MN, Jan. 5,
2007 Cross Telecom, a national provider of
integrated voice, data, IP telephony, wireless,
security and professional services solutions,
today announced that it has acquired Orlando-based
American Communication Technologies,
Incorporated. (commonly known as ACT).
The combined company retains the Cross Telecom
name and will maintain its headquarters in
Minnesota. ACT employees will be retained as
Cross employees and will continue to serve
current and future customers from the existing
Orlando office. The acquisition will provide
Cross with an even more extensive product and
services portfolio as ACTs capabilities extend
the entire range of contact center and
communication disciplines. Although a
standard Avaya integrator, ACTs expertise
includes the development of customized software
and applications as well as post implement
training and support.
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Fun Facts

• Participated in the original Modular Messaging
  Beta Program?
• Is one of Avayas leading implementation partners
  for Avaya Proactive Contact Solutions? And
  deployed the beta test system fo ISC.
• Has been deploying Modular Messaging since R1.0
  and did one of the first with Avaya?
• Is an Avaya Platinum DevConnect Partner?
• Designed and implemented the first Contact Center
  Express (CCE) in North America, and since that
  time has implemented more seats of CCE than
  anyone else?
• Has a team member that leads our Voice Portal
  charge and has been implementing self service
  since BEFORE the Conversant product?

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more Fun Facts

• Has over 20 developers specialized in Avayas
  full suite of CRM/CTI applications?
• Has performed numerous multi-site contact center
  optimization studies, resulting in world class
  Call Center design and implementation?
• Has 70 dedicated employees?
• Has been helping customers reach their business
  goals, with solutions to fit their needs, since
  1994?
• Implemented over 1,400 jobs last year?
• Has a Contact Center heritage that extends over
  20 people and 150 years of experience?

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Cross ProServices Solutions

• Network Integration Solutions

• Contact Center Solutions

• Messaging Solutions

• Data Networking Solutions

• CRM/CTI Solutions

• Training Solutions

• Managed Services

• IP Solutions

Pre and Post Sale Services

• Development of Customized Software and
  Applications

• Design Assurance

• Training and Support

• Live Demonstrations

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What we Do

• Presales
• (Facilitated sessions, Solution Architecture,
  Solutions Demonstration)
• CrossNet
• Strategic Consulting
• Contact Center Optimizations/tune ups
• CTI/CRM opportunities
• Self Service Solutions
• Proactive Contact
• Call Recording
• Basic Avaya Service Offerings
• Advanced Cisco Applications to follow

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Contact Center

• Greenfield design and implementation
• Deluxe
• Elite
• Advocate
• BSR
• Call Center reporting
• Call Center optimization/tune-up

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Messaging

• Modular Messaging
• MAS/MSS
• Exchange Integration
• Lotus Notes integration
• Avaya Speech Access
• Network Messaging

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CRM/CTI

• Contact Center Express
• Interaction Center
• Customer Interaction Express
• Click-to-dial
• Custom applications
• Cross business enablement applications

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IP Solutions

• IPAgent/Softphone
• Application Enablement Services
• MS AES
• SIP

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Self Service

• Conversant
• Interactive Response
• Voice Portal

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Training

• Onsite and remote offers
• Call Center
• BCMR
• CMS
• Ip Agent
• Administration

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Case Study 1 The Scenario
A company which provides registration services
for small technical colleges needs a way to
optimize their business processes and
differentiate themselves from their competitors
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Case Study 1 The Solution

• Multi-media enabled CCE.
• Implementation of Voice, Email, Preview Contact
• Automation of Preview Contact Campaigns from
  AS/400 mainframe
• Custom screen to give agents capability to record
  caller information and track contacts.
• Will add IM capability in the future

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Case Study 1 The Outcome

• Due to go live in the next 30 days.
• Custom application saved customer nearly 100,000
  compared to off the shelf product they were going
  to purchase.
• Will meet customers goal of paperless with
  less than 4 weeks of total project time.

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Case Study 2 The Scenario
A global outsourcer for Call Centers required a
system which could integrate offsite hosted IVR
data with their enterprise call center for use in
screen-pop and other CTI functions. Cross
Proservices (formerly ACT) was engaged to develop
a custom solution which would provide a flexible
and scalable solution which could be utilized in
many diverse environments.  The Customers Call
Center network included multiple sites,
countries, IVR hosts, and serviced multiple end
customers. The Customer required a variety of
data elements for use in screen-pop, integrated
reporting, and integrated call recording. The
solution implemented included the following
components
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Case Study 2 The Solution

• The hosted IVR vendor provided a temporary
  database table in which all data elements to be
  passed were written.  In addition to the elements
  to be passed the table contained a field which
  contained the DNIS digits which would be used for
  the transfer back to the Customers Call Center.
  Upon completion of the data write the IVR vendor
  performed a transfer to the appropriate DNIS.
• A custom routing component developed by Cross
  Proservices was used upon in coming call to
  capture the incoming DNIS and then retrieve the
  data elements using the DNIS to associate the
  call with the proper elements. This was done
  using Web Services for maximum flexibility. Upon
  retrieval of the data elements the table was
  cleared so that the DNIS could be released and
  reused by the IVR vendor.
• CCE was used to take the data elements retrieved
  by the routing component and provide a variety of
  services including screen-pop, integrated call
  recording, and integrated reporting.

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Case Study 2 The Outcome
The solution has been deployed to 5 sites so far
with more in the works. The flexibility of the
solution allowed each site to choose which data
elements were specific to them, and which
integration points were most useful to their
business needs with minimal configuration
changes.