Insite Managed Solutions, LLC Company Research Report

Company Overview

• Name: Insite Managed Solutions, LLC

• Mission: To help clients win by improving, optimizing, and innovating call center human processes and systems to deliver enriching experiences.

• Founded: 2007

• Founders: No specific information is available about the founders.

• Key People:

• Chris Rozum - Founder & CEO

• Joseph Callan - Head of Delivery

• Oliver Pietri - Global Account Management & CX Omnichannel Operations

• Don Lane - Experienced Customer Relations Supervisor

• Headquarters: 1336 SE 47th Street, Cape Coral, Florida 33904, US

• Number of Employees: 51-200 employees

• Revenue: No information is available about revenue.

• Known for: Best-in-class business management solutions for contact centers worldwide, using data-driven methods to boost revenue, cut costs, and streamline operations.

Products & Services

Products Offered

1. Customer Experience Consulting:

• Description: Helps streamline operations and elevate customer satisfaction.

• Key Features: Focus on improving customer satisfaction by setting clients' businesses apart.

2. Training & Certifications:

• Description: Over 30 tailored programs for contact centers covering customer service, sales, leadership, etc.

• Key Features: Offers both supplementary and fully outsourced employee training options.

3. Operational Assessments & Journey Mapping:

• Description: Critical performance improvement tools for contact centers.

• Key Features: Identify customer pain points and streamline customer interactions.

4. Workforce Management:

• Description: Solutions for efficient workforce management.

• Key Features: Optimize key processes to enhance metrics and foster brand loyalty.

5. Talent Acquisition & Staffing:

• Description: Strategies to acquire and manage talent.

• Key Features: Focuses on improving operational outcomes by effective talent management.

6. Vendor Management & Selection:

• Description: Manages vendor relations to build strong BPO networks.

• Key Features: Enhances financial outcomes and customer satisfaction.

7. Call Center Outsourcing:

• Description: Advanced call center outsourcing services.

• Key Features: Innovative processes and focus on employee experience to deliver superior service.

8. Data Analytics & Reporting:

• Description: Advanced analytics for business management.

• Key Features: Provides insights into workforce performance, customer behavior, and operational efficiency.

Recent Developments

• New Products Launched: No information is available.

• New Features Added: No specific information provided.

• Partnerships: No information is available about new partnerships.

Recent Developments in Technology and Services:

1. Technology Developments:

• CRM and CCaaS: Emphasizing solutions like Call Center CRM for managing customer interactions and Contact Center as a Service for cloud-based operational management.

• AI and Analytics: Enhanced use of Artificial Intelligence and data analysis for productivity and quality assurance.

• Advanced Tools: Adopting tools like IVR, ACD, CTI, KMS, and LMS to innovate customer interaction methods and training processes.

2. Training Modules:

• Custom Sales Training: Delivery of customized training aligned with client-specific industry and business needs to boost conversions.

• Leadership Training: Leadership-focused courses for optimizing processes and workflow efficiency.

3. Process Optimization:

• Workflow Automation: Implemented a solution that saved over $1M for a reinsurance client by cutting inefficiencies.

4. Customer Journey Mapping:

• Optimizing Customer Interactions: Identification of customer pain points to improve service quality and satisfaction.

5. Technology Assessment:

• Call Center Optimization: Emphasizing the importance of technology assessments to enhance call center infrastructure and optimize operations.

Upcoming Offers and Initiatives

• Exclusive Offers: Extending offers like complimentary certifications for new clients.

• Publications and Insights: Sharing industry insights and best practices via blogs and newsletters to keep clients informed.

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Note: This report was compiled based on the currently available data about Insite Managed Solutions, LLC. Further details on financial performance, new product launches, and specific partnerships were not provided in the available information.