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Future Call Centre

Raise first call resolution rate by 9%.

Raise call resolution rate by a minimum of 9% points.   T-Impact's process expertise drives our solution and is what makes it significantly different from the usual call centre improvement initiatives.   Take control of agent behaviour  to drive customer satisfaction.

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Reduced costs increased sales

Reduce Opex costs without risk

Industry analyst Aberdeen Group's study of T-Impact's approach (Agile Lean Sigma, BPEL and SOA) demonstrate average cost savings of 12% Opex. We identified process errors during initial workshops that justified project costs before launch - effectively achieving Return On Investment from day 1 for a Tier1 International Telecom provider.

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Increased business agility

Can your business flex on demand?

Traditional systems and controls slow the launch of new products & promotions. Our BPM (Business Process Management) solutions allow you to take control of your business processes and rules to respond more quickly and reduce demands on your internal IT.

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Process compliance

Enforce processes across your organisation

Now that you have standardised your business processes and trained your staff, how do you change behaviour and enforce your processes across the business? T-Impact's BPM (Business Process Management) solutions ensure good ideas are implemented.

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Protect Capex investment

Achieve more with your existing systems

40% of IT projects fail to deliver anticipated business benefits within a year of go-live [The Conference Board Survey (2001)]. Many are abandoned after much expense due to unplanned operational impacts. T-Impact's Capex protection approach enabled Carphone Warehouse to extend the life of their e-commerce platform, enabling them to meet evolving business requirements without a risky migration.

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“Our T-Impact  consultant is a committed and flexible individual. His strengths are his  breadth of knowledge and experience and his ability to resolve problems  in any part of the technology stack.” — Michael Sheinberg, Senior Programme Manager at AOL  Broadband, UK

What do we do?

T-Impact uses IBM Lombardi to improve and automate processes, delivering value to your business. We are your one stop shop for Business Process Management.

t-impact - an IBM Business Partner

We use IBM Blueworks Live for process capture and improvement, and IBM BPM (formerly Lombardi Teamworks) for process automation.

Our Agile Lean-Sigma approach incorporates business process governance, process design and process execution.

We leverage the best Lean Sigma tools, such as SIPOC, FMEA, Value Stream Mapping and analysis and cycle time analysis to prepare the BPM business case and deliver return on investment quickly.

t-impact ActiveVOS webinar

Who are our customers?

What do the analysts say?

Business Process Management... "is the future of the integration space in my view…. Why? Because the value is so much higher when you provide not only the way to integrate applications, but also a way to create services from them and put them into business processes”

— John Rymer, Vice President Forrester Research

In a recent survey carried out by an interdependent agency Intercai Mondiale of businesses that had implemented BPM they found:

  • 100% reported increased productivity
  • 95% improved quality of service
  • 82% reduced operating costs
  • 82% saw faster process cycle times