Hasan Fard,CEOWith the rapidly changing technology landscape, and increasing consumer demand, hiring skilled and efficient agents has moved to the priority list for contact centers. However, many organizations face challenges in terms of availability of resources, as the talent pool is drying up and employee retention continues to be a large problem in the industry. “This is directing operators to locate their contact centers where resources are available,” says Renan B. Velonza, COO, Trends & Technologies. With an aim to address these challenges, Trends & Technologies provides support locations that help contact center achieve their business goals. “With this approach, the same level of support from design, implementation, monitoring and after sales maintenance services are provided,” he adds. The company provides solutions that are easily deployed reducing build up period resulting to faster turn-around time to operate the centers.
Trends simplifies the workload of organizations by utilizing its knowledge base and field experience. Trends assists organizations throughout the whole process from conceptualization to implementation and management and offers expert advice that empowers enterprises translate technology into strategic business enhancements.
Trends still offers traditional solutions for the voice only contact center in partnership with Avaya and Cisco. “We also provide predictive/progressive dialing system using Aspect solutions for telemarketing,” states Velonza. The company delivers Work Force Management, Work Force Optimization, and Customer Engagement solutions from NICE and Verint. The company proffers business analytics solutions that allow contact centers to establish deeper customer engage¬ment. “Our cloud services which is offered on a per seat basis, enables contact center to immediately start a campaign,” says Velonza.
The company has a dedicated sales team that is primarily responsible in covering the needs of the contact center industry. The company has a dedicated sales team that is primarily responsible in covering the needs of the contact center industry. The expert team of certified engineers essentially analyzes the business needs, design and provides cost-effective solutions, and delivers support services. “We always approach each project as a turnkey project to provide the necessary components, even if there are commercial implications, including onsite support after commissioning,” says Velonza.
We always approach each project as a turnkey project to provide the necessary components, even if there are commercial implications, including onsite support after commissioning
Trends’ Information Security Group Managed Security Services can monitor and manage contact center’s information security infrastructure and incidents. “This is achieved through our Security Operations Center (SOC) that is operating 24/7,” states Velonza. The SOC has a dedicated Incident Response Team (IRT) properly staffed with competent Information Security Engineers. “We also offer information security practice consultancy, doing vulnerability assessment and penetration testing to enable any center to enhance their security posture or acquire industry certifications such as PCI DSS,” he adds. Apart from the above, the company also offers network infrastructure solutions, information security solutions and services, data center virtualization and optimization solutions, software services, and business analytics solutions.
The company differentiates itself with its proven service delivery strategy and efficient customer service. “At Trends, we believe in delivering value proposition to our clients even if there are additional economic considerations,” claims Velonza.
Velonza envisions Trends as the leading and dependable business partner of the contact center industry, providing business analytics, and more sophisticated customer engagement solutions.
“We will continue to enhance our support infrastructure to consistently deliver our customers’ expectations,” says Velonza. “Customer Service is part of our DNA and we shall continue to evolve and become the leading and dependable business partner of the Contact Center industry,” he concludes.