Background

During the 1990's we saw an increased need by organizations to setup service and sales contact centers in order to increase the use of online channels. In order to meet this growing demand, a large number of new technologies were developed, greatly escalating customer confusion level.

Organizations that wanted to set up such centers were forced to work with many consultants and suppliers, each engaged in different area - Sales and service strategy, process analysis, technology experts, training and sales workshops, etc. Each consultant analyzed the situation from his narrow perspective without taking a holistic view of the solution. Eventually, the client had to be the integrator of the collection of solutions.
Involving several suppliers with conflicting interests, each pulling to a different direction, resulted in higher setup costs of the Contact Centers, higher operational costs, imposing higher responsibility on the client shoulders, and most importantly - a solution that falls short of client's expectations.
It became obvious that there is a real need for a single company to handle the entire solution. One entity with lateral understanding in number of disciplines in this field with real ability to execute, take advantage of the best technologies and the ability to handle a solution from start to finish.
Such company should possess broad knowledge and understanding in all of the following key areas; 1) Customer Sales/Service over the phone and online channels, 2) Working processes in Contact Centers; 3) Contact Center Operations and to top it all, Intimate familiarity with the available technologies and their capabilities in order to achieve these goals.

Formation of the Company

Solver was established in order to address a real need and provide added value for Contact Centers and Customer Relationship Management. The idea in founding the company was that it has to provide its customer a comprehensive solution starting from evaluation of the business need of the Contact Center through the full integration of a solution and concluding with the ongoing operation.
The goal was to allow the client to be involved during the design and implementation of the project and to be the "proprietor" of his Contact Center in all of the operational aspects, through guidance, assistance and proper training using unique proven methodologies developed by the Solver.

The Reality Today

Today's dynamic business environment is showing that the problem only aggravated over the years due to the increased need for operational efficiency, drastic cutback of budgets and even greater proliferation of new technologies. Some technologies overlap in their capabilities and the customers cannot understand what each does and how it can be best adapted for their needs. Furthermore, additional access channels (such as the Internet, e-mail, chat, mobile, etc.) were added and have to be integrated and optimized.
Hence, the need for Solver's added values in its holistic approach and delivery capabilities are more meaningful than ever.