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Company |
Practice |
Approach |
Technical Expertise |
Partners
Our Company
Vanguard Communications Corp. is an independent consulting
company founded in 1980. We help clients achieve business
goals through more effective communications systems and
processes. We focus on better customer interactions through
contact center and self-service improvements, on better
internal collaboration among field staff and knowledge
workers, and on the growing convergence that unified
communications will bring.
Vanguard consultants are seasoned professionals. We bring
business acumen, operational experience, and technical
thought leadership to each client engagement. We are
featured speakers at industry conferences, and contribute
regularly to trade publications.
Our Practice
We assist end user clients with strategy
development and process design, as well as assessment,
selection, and implementation of technology. We assist
vendors with product design, business planning, and
strategic market analysis. Our work with both end users and
solution providers helps us stay current with real practices
in business environments, yet understand where the
technology and market are heading.
Our Approach
We partner with you on each engagement. We
understand your business drivers and current environment,
and apply proven methodologies to meet project objectives.
We work together to address the needs of your principal
stakeholders - your shareholders, managers, employees, and,
most importantly, your customers. Through this partnership,
we develop actionable recommendations while transferring
knowledge to your team.
Our Technical Expertise
Vanguard's areas of expertise are:
- Call processing systems, such as PBX, ACD, and
Computer Telephony Integration (CTI) servers
- Self-service and assisted-service technologies though
interactive voice response (IVR), automatic speech
recognition (ASR), and web-based solutions
- New architectures, such as IP-based solutions for
business communications and contact center management
- Customer Relationship Management (CRM) tools
- Contact center support tools, such as workforce
management and quality monitoring
- Workgroup collaboration systems, such as messaging and
multimedia conferencing
- Metrics, measurement, and modeling systems to build
business cases, assess alternatives, and measure results
Our Partners
Vanguard does not have a business
relationship with any solutions provider. However, we work
with two other independent organizations whose work
complements ours.Through the Incoming Calls Management
Institute (ICMI), we design and deliver seminars, such as Turn your IVR From a Liability to an Asset: Leading Practices in IVR
Design, and Designing Self Service That Customers Love to
Use. We also present in Italy several two-day courses on
call center technology, and call center operations and
management. ICMI's Call Center Press is the publisher of
Call Center Technology Demystified , which was written by
Vanguard consultants . See
www.incoming.com.
Vanguard works with
Prosci on call center
benchmarking studies and planning resources (e.g., Call
Center Planning and Design Toolkit.) Prosci is an
independent research and publishing company, and operates
the Call Center Learning Center. See
www.prosci.com and
www.call-center.net.
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