Our Services
CG Consulting Services, Inc. can conduct assessments for IT, Telecom, Call Centers and Businesses. We will understand your requirements and goals so our assessments will be very specific and focused for your business. We will include insightful people, process and technology reviews and recommendations in our assessments. These assessments can be used to develop strategic plans and roadmaps to get your business back on track or to create efficiencies, superior customer and/or employee experience. CG Consulting also offers Best Practices and Industry Standards so you can understand what other companies are offering in your industry. We can also review your contracts to ensure you are receiving what has been committed with regards to service, materials and pricing. Additionally we can provide you with recommendations as to contract improvement terms and conditions along with pricing.
CG Consulting can provide optimization services to your organization for Telecom and Call Centers. We will review what you currently have versus what your goals and objectives are and develop insightful and innovative recommendations and a roadmap for people, process and technology. Many of our recommendations will include using what you currently have with some redesign that would require minimal investment. Other recommendations will include additions or extensive changes to people, process and technology. In either case, we will document for you the benefits of each recommendation and anticipated investment.
CG Consulting can design a strategy and roadmap that will migrate your existing Call Center to a Contact Center with web integration, text, chat, bot, email, self service along with utilizing various social media tools.
CG Consulting has extensive experience with a variety of vendors and technologies. Our philosophy is that there isn’t a perfect vendor and/or offering so it is our goal to understand your business so we can recommend the appropriate vendor and technology offering that best meets your needs. If you understand the vendor’s weaknesses and/or offering specifications then you can anticipate where the issues might arise and work solutions into your plan so the weaknesses or issues are no longer a constraint. Our goal is to find the best vendor and offering to meet the specific requirements and goals of our client and then to negotiate a competitive contract with service level agreements.
CG Consulting has extensive project management experience. We can manage any IT, Telecom, Call Center or business project from the strategic plan development stage all the way through to testing, customer acceptance and ongoing management. We pay attention to detail, build strong relationships with our vendors and installation teams on the vendor and customer side and understand the goals and objectives of the project so that every aspect is met and documented.
CG Consulting has managed numerous RFP processes for dozens of clients. Our deepest experience is with Telecom and Call Center RFP’s. They can include technology, applications, services and various offerings for Telecom, Telco and Call Centers. We will customize the RFP utilizing our RFP tool so that it reflects the specific requirements of our client. We will manage all communication with vendors along with analyzing the vendor responses to the RFP. We will summarize the responses to efficiently and quickly understand the vendor’s offering so we can determine whether to keep the vendor in the process or to remove the vendor based on whether they meet our client’s requirements. This allows us to focus our time and energy on the vendors who have viable solutions/offerings. The vendor analysis will be completed with the use of our existing analysis tool. Once a vendor is selected, we will negotiate a competitive contract and manage the implementation.
CG Consulting has conducted various outsource projects. These projects can be for outsourcing telecom, contact centers and/or business requirements. Typically, CG Consulting will conduct an assessment to determine business requirements, review options and if outsourcing is one of the possible solutions then we will develop an RFP, contact potential outsource companies and manage the RFP process. Once the outsourcer has been selected and the contract negotiated (including SLA’s), CG Consulting can manage the transition process.
CG Consulting has supported many clients who are experiencing one of these business changes. We excel with development and management of seamless strategies that will most effectively support employees and customers so very little pain is experienced during the transition.
CG Consulting has detailed, extensive experience and knowledge with documentation for policies and procedure manuals, training materials, technical writing, knowledge base, project and government documentation.
CG Consulting has supported dozens of clients with interim management services. These services can be offered for Telecom or IT management at the CIO, CTO, Director or Manager level positions and for Call Center management at the VP, Director, Manager, Operations or QA level positions. This is a beneficial offering for short or long term absences of existing management or as a supplement to your existing management due to projects or various other business needs.
Since we have extensive knowledge in these areas, we can immediately be a productive, contributing leader within our client’s organization. We pride ourselves on working cohesively with existing and/or absent managers so there won’t be any friction and/or issues. Our goal is to benefit the client while assisting the current leadership individual or team with smooth, temporary leadership support.
CG Consulting has supported many clients who have international sites with their Telecom, Call Center and project management needs. Depending on the client situation, we can include these sites into our client’s strategic plans or road maps, manage the RFP process and/or project management, contract negotiation, vendor management and various other requirements for international sites.
We understand the cultural and language differences while still being able to effectively manage our client’s goals and objectives.