Knowledge transfer and independent consulting for telephony and IP communication systems and applications, with over 30 years experience in computing and telecommunication technologies:

 Integrated / Unified Telecommunications Model ® includes contact centers and enterprise-wide Voice-over-IP (VoIP), TDM / IP Telephony, PBX, Interactive Voice Response (IVR), Interactive Web Response (IWR), ACD / Unified Contact Distributor UCD®, CTI, Automated Speech Recognition, Auto-attendant, Audiotex, Voice Mail, eFax, eMail, Integrated / Unified Messaging, Web Integration, Live Text Chat, Text-to-Speech, Web Self-service, Knowledge Bases, Workforce Mgmt., Quality Monitoring & Recording, Video Conferencing, Metrics, Management Reporting…(reference Glossary and Areas of Expertise).
We offer assistance with strategic planning or tactical and operational optimization including call flows, scripting and work flows for any of the systems itemized above. We can also provide comprehensive Request for Proposals (RFP's) that are vendor-neutral derivatives of formal planning & engineering specifications used by a major telecom manufacturer originally authored by eTelecom's Principal Consultant. These planning documents and specifications facilitated the successful transition from product concept to commercially available telephony / voice processing platforms that are in service at countless end-user organizations. RFP's can be customized to your business and operational requirements. Realize significant savings off of the costs typically associated with the RFP process, and assure optimum results from vendors.
Telecom Systems and Applications RFP - sections include TDM / IP PBX, IVR, CTI and Unified Contact Distributor UCD® Suite Telecom Management Systems RFP - sections include Contact Recording, Quality Monitoring, Agent eLearning, Overhead Displays, and Workforce Management



eTelecom Consultants is an established firm providing both industry analyst and consulting services. We participate in analyst relations and consultant liaison programs for all major telecom and contact center vendors including Avaya / Nortel, Cisco Systems, Siemens, Alcatel - Lucent / Genesys, Mitel, NEC, Aspect Software and Interactive Intelligence Inc (I3).

BUSINESS TRANSFORMATION WITH IT FRAMEWORKS & COMMUNICATION ARCHITECTURE


With I3, we are also one of the first members of their Interaction Process Automation (IPA) - Independent Process Consulting Alliance. Our Sr. Executives, Analysts and Consultants bring experience specific to IPA-type initiatives as a result of numerous Business Process Re-engineering and Change Management projects. Contact Ed LaBanca at elabanca@4etel.com for more information.

As part of our consulting and independent research, we offer reports and update services on Enterprise Communications and Collaboration, and Contact Center Systems & Applications, including in-depth discovery and facilitation of Communications-based Business Process Automation for Medium-to-large Enterprises & Contact Centers. Analyst reports include proprietary multi-dimensional NuViews® visual comparisons of customer-premise and hosted products and managed services. These reports address design principles and best practices for implementing Unified Communications within enterprises and IP Contact Centers. In-depth vendor and product analyses incorporate common formats and criteria for quick and easy comparison of products and services.

CXOReports.com™: Free NuViews™ Summary Reports on major vendors from CollabGen®


eTelecom Articles on TMCNet.com's web portal


 Current & Prior Engagements (partial list):
  • Confidential study for leading telecom manufacturer on Migration Strategies and Paths: Legacy TDM / VoIP to Unified Communications of 4 top tier vendors.


  • Performed telecommunications research regarding some of the largest enterprises with contact centers in the US and internationally. Industries included Appliance Manufacturing, Health Insurance, Shipping, Cellular and Cable.


  • Lead independent telecom / contact center consultant for a major transportation services company. Services include needs analysis and recommendations for their multi-site customer service contact centers.


  • Lead independent telecom / contact center consultant for a regional dental services company. Services include needs analysis and recommendations for their customer service contact center serving 63 dental offices.


  • Provide independent research and analysis of telecommunication systems and applications including White Papers in a series on Unified Telecommunication Model (UTM©). Topics include Communication Servers and Contact Distribution Systems; VoIP Network Design, including WiFi & Mobility; Self-service and Automated Response Systems - Legacy vs IP-based; Communication Portals; Collaboration; Computer-Telephony Integration; IP in the Contact Center and more. Custom versions of these papers are available to enterprise organizations and generic versions are being sponsored by a major telecom vendor.


  • Lead independent telecom / contact center consultant for the largest municipally-owned utility in the U.S. with annual revenues of $2.8 Billion serving 1.3 million residential and commercial customers 24 X 7 X 365. Services include re-design and end-to-end modernization of all communication channels, including IP and multi-media for their multi-site 300-agent customer contact center and telecom processing for all other work groups within the organization (more).


  • Completed the re-design and implementation of 25-seat contact center for a pension and health care administrator. Design included enterprise-wide locations with full redundancy and fail-over capabilities. Reduced agent cost by 20%.
  
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