Featured Projects

Piercetech can provide services for part of a project, for example, an assessment and design of an agent workstation, or complete end-to-end solutions can be delivered, where in addition to assessment and design the turn-key project deliverable will be project-managed, coordinated with vendors, developed, integrated, installed and maintained by Piercetech.

In post- project discussions, many clients have stated that one of the outstanding benefits of our services is the leveraging of their existing technology. Piercetech's "surgical" approach towards customer requirements and project delivery is one of the reasons ROI's are so rapid – typically from four to eight months.

The example projects listed below are links to a brief explanation of such projects. Please note that in addition to call center projects, many clients have utilized Piercetech's overall skills to deliver projects outside of their call centers and examples of such projects are included as well.

As follow-on to a Quick-Hit engagement Piercetech performed for an international corporation, the client contracted Piercetech to complete a Deep-Dive assessment of their IVR to provide a detailed recommendation and final design documentation for a redesign of their IVR’s VUI and self-help capabilities.
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Piercetech designed, integrated, developed and deployed a custom agent workstation for one of the largest banks in the U.S. It features a web-based, CTI enabled desktop, integration with disparate legacy back-end banking systems, an integrated Business Process Management capability and a back-office document processing capability. This automates 160 transaction types, works across two geographically dispersed centers, serves approximately 1,300 agents and completes more than 1,000,000 transactions per month. [ more ]

A leading provider of financial services and insurance for seniors engaged Piercetech to assess their contact center operations, business processes and infrastructure across six locations. The client chartered Piercetech to create a technology roadmap to address their short and long-term customer service needs. Piercetech delivered a comprehensive plan outlining a strategy to upgrade/consolidate all major customer service technologies. [ more ]

As with many organizations, large and small, a national enterprise had individuals across its many locations that were informally identified and regarded as “experts” in certain areas of policies, procedures and other tacit knowledge. As a result, these employees were often interrupted to answer questions for their colleagues company-wide. Obviously, this impacted those experts’ productivity, but there were other issues and concerns with this style of informal support and advice. Those main issues were: inconsistency of information, expiration of old policies & procedures unknown by the experts, timeliness of response and even worse, completely wrong answers. [ more ]

Customers changing to a new bank have many services to transfer to the new bank. Also, bankers desire to have as much “wallet-share,” the amount of overall banking services customers utilize at their bank, of each customer as possible. [ more ]