Valoris Center has been offering contact center services to Romanian businesses since 2006. From top management to technology and communication specialists, the entire Valoris team has proven competences and experience in customer care across various industries and strong knowledge of local market conditions. Due to this expertise, Valoris portfolio includes companies from different areas of business like financial services, pharmaceutical, automotive and others,

 

“We see an increasing number of Romanian companies who are relying on professional contact centers to support their customer relations. The expectations from our clients are clear: flexibility, optimized costs and human resources coupled with increased quality in marketing, customer care and sales services. In order to ensure continuity and quality level of outsourced services Valoris has to replicate and apply inside the environment and the business processes that are running on customer’s side. This process can be difficult because each customer has a specific business environment with it’s own work procedures and requirements.  To ensure that the replication process attends the most demanding business requirements, a performing IT infrastructure was considered to be a must. .” – said Valoris Center General Manager.

 

Valoris is offering its customers a broad range of services, including Client Customer Care, telemarketing and campaign support, handling of orders, lead generation, customer care, telephone surveys, mystery calls and payment reminders. For performing all these tasks, a reliable and secure IT infrastructure was vital. Valoris was looking for an integrated solution, converging voice and data traffic on one single network that functions as an intelligent platform for their applications.  

 

After evaluating various technology solutions, Valoris chose Cisco’s Unified Contact Center Solution integrated with Microsoft Dynamic CRM. The project was implemented by Crescendo, a leading Romanian IT&C solution house that is a certified Cisco Silver Partner.

 

“The Cisco Unified Contact Center integrated with CRM is the ideal solution for this call center because it is cost-effective and specifically designed for small- to mid-sized centers that need advanced features. Our team provided engineering design and implementation of the call center solution; developed a system engineering methodology for implementation including requirements analysis. This solution enables Valoris to glimpse an integrated view of all customer communications — whether on the phone, by e-mail or voicemail this CRM-IPCC bundle helps improve customer satisfaction, increase productivity, reduce total cost of ownership and sustain a competitive advantage for sales-oriented businesses.” – said Marius Tulea general manager Crescendo.

 

The consolidated voice and data network cuts the costs of user moves, adds and changes, eliminates costly toll charges and recurring leased-line fees, and at the same time enables increased call-center productivity through voice calls, e-mail, and interactive Web sessions. Unified e-mail, telephone, and database records provide a single, 360 degrees view of all customer-related information, including an integrated interaction history.  

 

Flexible call routing quickly targets the appropriate resource regardless of location, whilst call load balancing automatically responds to shifts in staffing or traffic so calls are never missed. From the point of view of contact center management, customer call metrics provide valuable feedback for staff training and coaching, whilst executive dashboard and other reports give managers timely updates.

 

"Due to our state of the art IT solution we are able to adjust our business processes to different and specific requirements without reducing the quality level of our services. As a business partner, Crescendo demonstrates an in-depth understanding of the Valoris requiremens, and was able to offer a solid solution that met the demand for a flexible, easy to manage and scalable solution. One of the most important advantage for choosing Crescendo was its ability to cover the entire IT support area of the project since is very important for us to know that in case of incidents we can find complete resolutions in a single point.” says Valoris General Manager.

 

Backgrounder on the technology solution

 

-          IPCC Express edition

-          Call Manager

-          Voice Gateway 2800 Series

-          IP phones from 7900 Series

-          Microsoft products(Microsoft Dynamics 3.0, Windows Server 2003, SQL database, Exhange Server 2003, etc)

-          Servers from HP

-          An antivirus solution for internal end external security

-          A Proxy Solution for security

 

Cisco Unified Contact Center Express (formerly known as Cisco IP Contact Center [IPCC] Express) delivers intelligent contact routing, call treatment and network-to-desktop computer telephony integration (CTI) over an IP infrastructure. Valoris implemented Cisco IPCC Express Enhanced Edition with intelligent call routing, IP IVR, reporting and Cisco IP phones. Beyond reducing response times, and streamlining their ability to efficiently attend to customer needs, Valoris is also able to provide better quality assurance, thanks to features that permit easier access to the information provided to customers. Key equipment deployed include Cisco Catalyst® 2950 switches, Catalyst® 3560 Power over Ethernet switches, Cisco CallManager software, Cisco IPCC Express Enhanced 2.5, and Cisco IP phones.

 

About Valoris

 

Valoris is a young and dynamic company, whose mission is to provide its customers the excellence of 'customer relationship', and to become a trustful partner in their client’s business expansion. The result of a partnership with Valoris will be seen in customer loyalty, flexibility for business progress, optimized costs and human resources, increased income, at the same time ensuring better quality for marketing, customer care and sales services of the clients.

The proven experience, the innovative services, responsibility and professionalism (Inbound and Outbound) recommend Valoris as a trustful partner for the companies that want to build their future having as core concern: the customer

 

About Crescendo

 

 

Crescendo is the IT&C solution house through which companies get maximum returns from the business information.The clients of the CRESCENDO IT&C solution house save effort and resources as they can find under the same roof a unique contact point for both implementing new IT&C solutions as well as for their integration with the existing ones.

Thanks to the partnerships with IT&C world leaders, the clients take advantage of modern worldwide validated solutions. It is these partnerships that set the foundation upon which Crescendo builds customized IT&C solutions, according to the specific needs of each and every one of the clients.

 

Bucharest, May 30^th, 2007 - ProCredit Bank, a development-oriented full-service bank which focuses on lending to very small, small and medium-sized enterprises   chose a Cisco Unified Contact Center solution to obtain a clear, integrated, real-time view of their clients’ needs and to optimize their reaction to customer requests. The customized solution, designed and implemented by Crescendo -  Cisco Silver Partner, integrates a complex Cisco Unified Contact Center Solution with Microsoft Dynamic CRM.

 

The solution is enabling a large business, like ProCredit Bank, to manage all their customer communications in an integrated view. Whether on the phone or through e-mail, the CRM-IPCC bundle helps improve customer satisfaction, increase productivity, reduce total cost of ownership and sustain a competitive advantage for sales and customer service oriented businesses.

 

The benefits enjoyed by ProCredit Bank from investing in the Cisco solution integrated with Microsoft Dynamics CRM  include:

 

-       360 degrees view of the customer made possible by CRM solution, leading to higher satisfaction ratings and to increased call-center productivity through voice calls, email and interactive web sessions;

-       Lower costs made possible by a consolidated voice and data network, which cuts the costs of user moves, adds, and changes, and eliminates communications charges;

-       Faster deployment and lower operating expenses facilitated through automated configuration;

 

Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multi channel contact management over an IP infrastructure. ProCredit Bank implemented Cisco IPCC Express Enhanced Edition with intelligent call routing, IP IVR, reporting, on-demand recording. Beyond reducing response times, and streamlining their ability to efficiently attend to customer needs, ProCredit Bank is also able to provide better quality assurance, thanks to features that allow easier access to the information provided to customers.

 

“We chose Cisco for their high quality solutions and based on a trust relationship developed during recent years with Crescendo. This project offered us highly performing and flexible communication solutions and a customer relationship manager program with features which enable us to have an advanced management of customer service, sales, marketing and reporting activities within our call center unit”, said Ilinca Rosetti, Retail Executive Manager, ProCredit Bank Romania.

 

ProCredit Bank’s key business requirements included:

 

A clearer, more complete view of their customers: Unified e-mail, telephone, and database records provide a single view of all customer-related information; Integrated interaction history to help understand customers better and build stronger business relationships; Immediate access to customer preferences in order to respond more quickly and efficiently to all customer needs

 

Grow their incomes by focusing on what really matters to business:  Easy-to-use tools capture, analyze, and share information and target marketing efforts; Customer-centered content search helps pinpoint key details that can close deals

 

Gather useable knowledge, not just data: Knowledgebase tools build a customer picture that builds with every interaction; Customer call metrics provide valuable feedback or staff training and coaching; Executive dashboard and other reports give managers needed, timely updates

 

Provide a better sales and support experience for contacts and customers:  Real-time access lets to respond and complete transactions more quickly; Flexible call routing quickly targets the appropriate resource regardless of location; Call load balancing automatically responds to shifts in staffing or traffic so calls are never missed

 

About ProCredit

 

ProCredit Bank is a development-oriented full-service bank, whose mission is to offer excellent customer service and a wide range of banking products. In its credit operations, ProCredit Bank focuses on lending to micro, small and medium-sized enterprises, as it is convinced that these businesses create the largest number of jobs and make a vital contribution to the economies in which they operate.

 

Unlike other banks, ProCredit Bank does not promote consumer loans. Instead, the bank focuses on responsible banking by building a savings culture and long-term partnerships with the customers.

ProCredit Bank supports the business of its customers in the best and most efficient manner that meets international banking standards.  As a full-service bank, ProCredit Bank offers its clients – individuals, as well as legal entities – various deposit options at attractive conditions.

 

In Romania, ProCredit Bank has been founded in 2002 and represents the result of a partnership between renowned financial international institutions, such as: EBRD, IFC - a member of the World Bank Group, Commerzbank, DEG, ProCredit Holding (German investment company) and IPC. This unique shareholder structure ensures a stabile and prudent management and a dynamic evolution of ProCredit Bank on the Romanian market.

 

About Crescendo

 

CRESCENDO –the IT&C Solution House provides applications,infrastructure solutions and customized integration services based on which companies get maximum returns from the business information.

 

Crescendo  is the only Romanian company certified simultaneous as: Cisco Silver Partner; Microsoft Business Solutions Dynamics CRM (Customer Relationship Management); Microsoft Gold Partner. The Integrated Communication Solutions address the major challenges that each today company has to face in the relationship with their clients  - as far as marketing, sales and post sales services involves -  in high security conditions.

 

The clients of CRESCENDO save time and effort as they find under the same roof a unique contact point for both implementing new IT&C solutions and for their integration with the existing ones.Through the partnerships that CRESCENDO has reached with IT&C world leaders the clients take advantage of modern, worldwide validated IT&C solutions.

 

In 2006, the improvement of the company’s activity – manifested through the increase of the cumulative weight of software and services with over 2/3 in the total activity - has generated an increase of the efficiency parameters thus offering CRESCENDO IT&C Solution House the grounds for a faster steady development, in thebenefit of the client. Value added services have exceeded 40% of the revenue.

 

 

 --Crescendo, the solution house announced the release of the company’s new website version –

Bucharest – 17 may 2006 -- Crescendo, the solution house has recently announced the release of the company’s new website. The new version than can be accessed from www.crescendo.ro. This website was conceded to be a source of information for the organizations interested in a unified approach of the informatics solutions. Crescendo solution house is a unique contact point for all the challenges linked to the IT system of every organization.

 

The main targets of the new version of the website are both the IT specialists and of course the wide public. Useful information, about the portfolio of solutions offered by Crescendo in partnership with the worldwide giants from the IT&C sector, are being presented:  integrated software applications (BI, CRM, ERP, and SCM) and relational DBs, IT&C resources management, IT&C security, communications, software and hardware infrastructure.

 

Also, on the website are posted information about the services offered, integration, outsourcing, about the portfolio of clients, special projects and  the news related to Crescendo’s activity.  Press releases and the articles published in the specialized media can also be seen. All the information is available both in Romanian and in English.

 

The new website that can be visited through a navigation system quickly and easier has a new graphic and an ample and up to date informational content.

 

In 2005 Crescendo solution house maintained, as in the past years, an annual rate of growth of 30% with a turnover of 10.4 million Euros. The share of both services and software solutions, in the turnover, maintained at the same level but the value of the investment has tippled from 2004.

If you would like more information please contact us at crescendo@crescendo.ro.We will be pleased to provide you with the information you need.

Romania has become one of the countries that provide solutions especially tailored for the development and for the manufacture of automotive airbags. The new factory from Sighisoara, specialized in manufacturing air bags, uses Crescendo Solutions to manage more effectively its output.

 

For the factory specialized in manufacturing airbags, that was recently inaugurated in Sighisoara, Safety Components has chosen, for Romania too, to manage its production activities with MFG/PRO, solution offered by QAD and distributed in Romania by Crescendo.

 

SAFETY COMPONENTS INTERNATIONAL, INC., is a leading, low-cost supplier of automotive airbag fabric and cushions and technical fabrics with operations in North America, Europe, Asia and South Africa. Its airbag components are found in more than 50 car and truck models worldwide.

 

In Romania, the implementation of the business module, resulted from the partnership between SCI and QAD, was provided by the Crescendo IT&C Solution House specialists,  through a complete set of services, that include project management; implementation, training and real time assistance. This implementation was a complex one because of the databases that were to be found in Atlanta USA, all data were introduced in real time by all users through a VIP connection that respects the SCI top management procedures. 

 

After the Distribution and the Finance Departments went live with MFG/PRO, for the Manufacturing department was to be implemented the solution for the management of the production activities, with the integration of advanced technologies in barcode labels and scanning for the reception of row materials, preparing them for production and delivery them to the different sites all over the world.

 

The efforts made by the Crescendo specialists were recognized and greatly appreciated by the SCI and QAD management, especially their promptness and efficacy.

The MFG/PRO solution was chosen by Safety Components International because of its international recognition, functionality and a continuous adjustment at the Romanian business market.

 

In recent studies undertaken by independent consulting and market analysis companies, the MFG/PRO solution distributed in Romania by Crescendo Solution House, has been nominated as the ERP that brings the greatest benefits to the production field, as it improves the management process and enables a superior coordination of activities in planning, purchasing, stocks, sales, finance, accounting, wages and human resources.

 

The MFG/ PRO application is translated in Romanian and is adjusted to the specifics of the Romanian economic and financial regulations. At the same time, the stable and experienced implementation team of CRESCENDO IT&C Solution House has proved its competence in the analysis of the business and in effectively adjusting the application.

 

A strong argument in favor of implementing the MFG/PRO Solution in the Romanian companies, is the capability to approach the entire IT solution as a single whole by the Crescendo specialists, who are capable to provide various / multiple solutions that cover: implementation and development of integrated software applications and management of the related databases, security, communications, software and hardware infrastructure, IT&C resources management.

 

Crescendo IT&C Solution House is the partner capable to design and implement the solution that can be best integrated with the already existing IT&C system.

CRESCENDO team has proved over the years its competence in the analysis of the development needs of the IT&C systems of their clients in order to boost the growth of their clients’ businesses.

 

In the last twelve years, CRESCENDO IT&C Solution House implemented hundreds of projects, for over 140 clients and established partnerships with more than 30 global leaders in the IT&C industry.

In the last years, Crescendo has established a rate of growth in revenue of 30%, that lead in 2004 at a total revenue of US 8.2 million, software solutions and services amounted to more than 50% in the total sales.

 

To own your IT system which  is continuously updated without anyone pressing you to pay for everything at once…To peacefully take care of your core business while your IT&C system, which is essential for you, is outsourced to a company who works for you as if they were your own people. Today it is possible to have top technology, constant renewal, predictability and reliability.

 

At the  American International School of Bucharest (AISB) there is at least one computer in each classroom. The students of this school take advantage of an excellent training for the real world through their access to information technology.

 

AISB was established in Romania by the American Embassy in 1962. Starting in 1990, after the Revolution, the school began to grow quickly year after year. Today close to 600 students attend AISB, 24% of who are Romanian, 20% are Americans and the remainder coming from 48 other nationalities. As an institution of education with very high standards, AISB needed a high-performance IT solution. Most of the children who study here will go to on college or university, so they need the IT knowledge and abilities that are commonplace in today’s world. It is important for them to know, for example, what data bases are and how they are built, or how to edit a document using various programs. Through the internet these children have access to the latest information and they can prepare themselves for the school’s classes. And although most of the students have computers at home, this is a school where they do a large amount of their homework on computers.

 

The solution for a modern solution

 

The first computer lab was set up at AISB in 1996. Back then there were a few Macintosh computers, some PCs and a rather “weak” network. But things have evolved over the years. As the number of computers increased so did the network of cables and the infrastructure of the school. It was then that AISB installed the first server with Windows 2000.

 

However, AISB wanted more, namely a complete, high-performance IT system that would be paid for over several years. CRESCENDO IT&C Solution House together with their partner, HP, offered AISB the best solution through a leasing contract.

 

When AISB moved to its new location in the Pipera Tunari residential area in the Northeast Bucharest, they did not want to bring too many of their old computers to the new campus. “In 2001 we decided to establish a new leasing contract. And this time too, we chose CRESCENDO. We already knew that they were very thorough and that they would work together with us in order to meet our needs and solve them.” said Lynn Wells, Director of Admission & Advancement of the American International School of Bucharest.

 

Today AISB has 160 computers and 8 servers. Moreover, AISB has bought several Windows licenses, the software for desktops and for servers. The operating system is Windows 2003, system manager server and a SQL server. At the same time, they derive benefits from the services and technical support for the network equipment.

 

Latest technology at a reasonable price

 

AISB was interested in a leasing contract in order to get all the needed equipment at once without having to pay immediately. “Phased over three years, this leasing contract for the IT system of the school has offered us immediate access to the technological renewal we needed”, says Cristian Mihai, Network Manager. The possibility to change or to upgrade the equipment was another advantage. Mr. Murray Smith, IT Director explains, “This way it is easier for us, knowing that every three years we will conclude a new leasing contract. Now, we do not have to worry about how to get rid of the old equipment and how to obtain new equipment. We know what will happen every year and this provides us with certainty and peace of mind. This phased payment allows us to plan our IT expenses year to year. Everything is made simple and every three years the IT system of the school is totally up to date.”

 

Round the clock tech support

 

With such an extensive computer network, AISB wanted reliable equipment and timely response to any service problems. Therefore, AISB decided to include technical support and service in their contract and outsource the management of the IT system. “We wanted to work with a company with whom we could build a long term partnership instead of starting over every year with someone new.” says Mr. Wells

 

 The American International School of Bucharest has now a high-performance, financially responsible IT&C system, in part due to CRESCENDO IT&C Solution House.