Professional Services
With over 15 years of experience...
And 500 voice solution deployments, Gold Systems suite of consulting services helps us deliver a solution tailored to your specific industry and business needs. Whether you wish to implement a complete voice-enabled application from Gold Systems, implement one of our proven products or you are simply seeking advice on how to improve your current telephony system, professional consulting is key to your success.
Our professionals have the product knowledge and skills to assist you through any phase of your project, ranging from requirements analysis through solution development, installation, rollout and training. We can help you deploy standards-based, scalable voice solutions, quickly and cost-effectively.
Gold Systems Services Methodology
Strategy
Understanding Objectives - Our sales engineers will gain a thorough understanding of your business objectives, identify the project scope, determine an initial outline for project delivery and uncover any project risks.
Discovery - This process provides an analysis of the system requirements and an understanding of the callers' needs. This process helps customers clearly define their expectations and identify any scope objectives.
Tactics
Dedicated Account Management - A Project Manager serves as the customers' development liaison, freeing up the developers and speeding application deployment. A Project Manager dedicated to the project from start to finish is part of Gold Systems commitment to customer satisfaction. With an average of over eight years of experience, each Project Manager is a specialist in IVR and speech recognition management and has been trained in critical process improvement.
Application Design - Our professional services team will provide accurate application scope by designing thorough call flows, host interactions, speech phrases, while also specifying reasonable timelines, resources and project phases.
Build
Voice User Interface - Using advanced development and speech technologies, our Professional Services team can deliver a full Voice User Interface (VUI) design for your voice automation system. From the results of the initial assessment and usability testing, the Gold Systems VUI designer will begin to develop the application caller goals, personality and style, defined to match the business logic. Once we are confident that the design meets your business and caller goals, the full VUI design is completed with the back-end integration, and is ready for application development.
Application Development - We can assist in the development of custom applications, features, and connectivity to data, telephony and information systems. Our past experience with most enterprises, industries, remote hosts, CTI systems, databases and middleware, as well as specialized tools are utilized each and every time an application is developed.
Implement
Integration - The developers execute any integration requirements stated in the Design document, completing and analyzing the integration between the voice and software applications, with technical and system components.
QA Testing - Before the application is ready for delivery, a test plan is created and executed to ensure maximum application reliability.
Delivery & Installation - Gold Systems will coordinate the cut-to-service for the application delivery.
Pilot Testing - Gold Systems can help evaluate initial call activity and identify desired improvements. Pilot testing allows for untrained callers to interact with the system and evaluate full application functionality, reducing operational risks when cutting live.
Support
Live Service - Using our reporting capabilities, the performance of the application is monitored and evaluated on an ongoing basis to determine call accuracy, transaction completion rates, and customer satisfaction. Your system can be fined tuned based on this data, to ensure that the application delivers on all of the business objectives as identified in the Design document.
Warranty - Customers receive a full ninety-day warranty on all software after the cut-to-service date.
Ongoing Support - Our Support Specialists provide unsurpassed service 24x7 to address any service-affecting technical issues.