Bill Maikranz is a senior consultant with an expertise in call center technologies, focusing on the both the new VoIP voice solutions and the traditional TDM architecture. He begins engagements focused on the client’s business requirements when evaluating existing and required technical solutions and their ROI. Bill’s particular areas of emphasis are working as the technical architect with a focus on Telephone networks and ACDs, IVRs, Predictive Dialers, CTI, work force management and CRM solutions. As a consultant for the past 25 years, he has demonstrated strength in the purchase and implementation call center supporting technologies. During the time Bill has been employed as a consultant, he has been involved in over 200 individual client projects within the call center industry.
Bill’s professional consulting projects include the following:
Avis Rent a Car, Federal Express, Home Shopping Network, American Heart Association, LL Bean, First Hawaiian Bank, Pacific Gas & Electric, British Telecom, Bank of America, Bank of Portugal, US Census Bureau, US Postal Service, BC Hydro. Sprint Cellular, Ohio State Univ. Hospital, Dominion Power, DirectTV, City of Dallas, Presbyterian Hospital NYC, TD Ameritrade, Verizon Wireless, Children’s Hospital Boston, CIBC Canadian Bank, Wells Fargo.
- Architecture planning for VoIP
- Network assessment for VoIP
- Call center technology assessments
- Vendor management and RFPs
- Staffing and forecasting
- Technology budget planning
- ACD and voice call flow design
- IVR self service design
- CTI design and ROI analysis
- Outbound predictive dialing