How do your PBX, IVR, Telecom, and Call Center Assets and processes fit with the financial, operational, and growth goals for your entire enterprise?

How quickly and cheaply can your IT systems staff implement changes in your IVR systems? 

How long are Contact Center agents spending on calls, and how much does wasted time affect your bottom line? 

How effective is your Auto Attendant at getting callers to the proper data or department, and how can you improve menus to reduce time on the call?

How do your customers perceive your Auto Attendant or IVR and how effective are you utilizing this channel for driving more sales?

How do your customers perceive the service they get from your contact center agents, and how does this affect your position in the marketplace?

How well are you using the existing assets of your telecom vendors to provide the best customer experience possible?

Do you have the call statistics you need? How well are you meeting any risk management or regulatory requirements for data protection and history recreation?

How well situated are your contact center agents for survivability in the case the main site is unavailable?

How comprehensive are your Disaster Recovery processes and systems in the case of a major system failure? (Security, IT Management, virus protection, etc...)

How effective is your system test planning and does it cover all aspects of your IVR, Contact Center, and Telecom infrastructure?

Do you have enough or too much capacity in any of your telephony components?

How accurate and comprehensive is your system documentation for modeling how the system actually works?

How effective is your change control process in getting the right changes implemented on the first try without too much red tape?