RWT1 Research & Business Report

1580 Words7 Pages
Business Research Report
Insurance Agency Expanding Into Call Center Selling.

Assessment Code: RWT1
Student Name: John Graves
Student ID: 000333999
Date: 1/14/14
Mentor Name: Paula Rosmanitz

Table of Contents
Executive Summary 3
Introduction 4
Research Findings 4
Five9 Cloud Contact Center Solutions 4

Velocify 4

Google Apps For Business 5

Recommendations 5
Conclusion 6
References.... 7

Executive Summary

This report was commissioned to explore the opportunities of moving our company to a call center/ remote agent model. I will examine which technologies we would benefit from and how they would improve and expand our business.

While doing my research I discovered several companies in a similar field as
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Google Calendar brings our current calendar to a web based platform. Our current outlook calendar can be synced so no events are lost. And our administrative team has the ability to set appointment to individuals calenders so important meetings and events will not be missed. Google Drive gives us access to our work from anywhere, across the web inducing mobile devices. And we are easily able to create documents and share them company wide using Google Drive. Google drive secures our information in a SSAE 16 / ISAE 3402 Type II SOC 2 environment and they have achieved ISO 27001 certification2.

Analysis: With my analysis of Google apps for business I see our company moving to the fore front of technology. Not only will we have improved communication company wide, we will increase our communication with our customer base. And our work at home agents will be able to benefits from a professional appearance and approach as if they are working from the home office. The cost to implement Google apps for Business will be more cost efficient then purchasing these features on separate formats.


My first recommendation to the company is that we adapt the Five9 Cloud Contact technology for these following reasons. It's the core technology we need to expand our business to a work from home or office tele-agent model. The technology gives the administration complete control as if we were standing over the agents shoulders. And

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