Communications Analysis Associates

Below are a examples from a few of the industries that we serve.

High Technology One of the Nation's fastest growing manufacturers recognized that their telecommunications could not keep pace with their growth and the customer service expectations of their customers.
Business Objective:
	Install a telecommunications system that would allow any caller, from anywhere, to be answered by a live, knowledgeable customer service representative 7 (days) X 24 (hours).
Technological Solution:
	Install a world wide "follow the sun" routing network plan for voice/data communications incorporating ISDN, Frame Relay with sophisticated PBX and ACD systems.
Results:
	Major systems were acquired from two international vendors. CAA negotiated tremendous discounts. All objectives met.

Financial

A mid-size bank located in the Northeast.

Business Objective:

	Solve inter-branch "Island-like" communications problems
	Enhance customer service
	Introduce automation but maintain personal service
	Reduce inter-office voice and data communications costs

Technological Solution:

Install a multi-node PBX system with centralized voice mail, Automatic Call Distribution (ACD) connected via T-1's for voice/data.

Results:

CAA designed, specified and put to bid a new voice/data configuration. The entire updated system was eventually leased for less cost per year than the existing telephone system.

Catalog Sales

A small catalog mail order business with a 12 person (inbound 800) telesales department thought that their telecommunications equipment was costing them business due to long delays, abandoned calls and expensive/unproductive queue times.

Business Objective:

Enhance customer service by reducing wait times and improving response times.

Technological Solution:

Design and install customer responsive telecommunications consisting of an integrated PBX/ACD system. Develop MIS reporting system to allow management to monitor and optimize performance.

Results:

	This client now has two catalogs and over an eighty (80) person telesales department
	The 800 cost per call was dramatically reduced by reducing queue time
	Achieved this growth with the same vendor on the same platform

Higher Education

A 2,000 student college with out dated telecommunications located on a sprawling campus.

Business Objective:

Provide enhanced, leading edge telecommunications technologies to meet student demands for PC network access, voice mail, class registration by telephone and Internet service.

Technological Solution:

Install upgraded telephony services, including fiber optics and high speed Internet access. Developed a business partnership with one of the many organizations providing resale of student (long distance) services to help fund the project.

Results:

	Upgraded to new technologies
	Installed comprehensive voice mail for students and faculty
	Reduced student's cost of long distance service
	Provided funding for the entire project

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