About Us
Exciting changes are going on in the way companies communicate with their customers. Whether you are concerned with the Enterprise and the intra-enterprise and inter-enterprise communications that drive your business or concerned with the more structured Contact Center, these changes have the potential to radically improve the customer experience and operational effectiveness, and at the same time significantly reduce cost. They even promise revenue upside and competitive advantage for those companies that truly grasp the potential and leverage the technology.
Helping Customers Embrace Change
These changes offer great opportunities to companies that embrace them. Yet often it is hard to know where to start. At 3rd Wave Solutions, we help our customers understand, manage and leverage changes in their business. With over 14 years experience in the application of communications technology, we know how to solve business problems. And our focus on solutions for those who interact most with customers – the contact center and mobile workers – ensures the biggest return on investment.
Foremost of the changes is converged communications. This merging of voice and data in a single infrastructure greatly simplifies management, support, and administration, and eliminates unnecessary redundancy. More significantly, it enables Enterprises and Contact Centers to be more effective, more productive, and to do a better job for customers at a lower cost. For example, companies with multiple contact centers can now easily link them together so that the customer makes one call and can be connected to the best resource regardless of location. Companies can also more easily support multi-channel contacts, so customers can send email, write letters, call, or chat and expect a consistent quality of answer.
Converged communications lets companies “communication-enable” their business processes. It also makes it possible to “business-enable” their communications processes. In simple terms, companies that leverage new technologies to their fullest potential by integrating them with their processes will transform their business.
Delivering Complete Solutions
3rd Wave Solutions provides complete Business Communications and Contact Center solutions.
We offer a special service to companies considering solutions for mobile workers. This "mobility study" identifies objectives, key requirements and implementation options that can lead to more productive, decisive and accessible employees. Following the study, we can continue with a more in-depth design and proposal, if so desired.
We offer a similar service to companies considering solutions for the contact center. This “optimization study” identifies key issues and objectives in the contact center. Following the study, we can continue with a more in-depth design and proposal, if so desired. Enterprise Solutions
 Mobile workers are empowered with all sorts of devices, including mobile phones, fax machines, laptops, pdas, and pagers. These devices have solved many problems, but have introduced a few of their own. 3rd Wave Solutions has many years of experience in solving exactly these kinds of problems, and helping organizations minimize downtime. At the same time, 3rd Wave can help improve the customer experience, by making more calls connect the first time and enabling greater responsiveness.
Contact Center Solutions
Contact centers are now scrambling to integrate disparate systems and are experiencing extreme pressure to deliver on the promise of being the hub for all customer-facing communications. 3rd Wave Solutions is ideally positioned to assist contact centers in this transformation, given its many years of experience in designing, delivering and maintaining communications systems.
Our Commitment
At 3rd Wave Solutions, we make sure our customers get the results they expect from voice and data communications. This commitment to results demands a thorough understanding of how technology can transform processes, and how to unlock that potential for each customer. To meet this challenge, 3rd Wave Solutions is relentless in uncovering customer needs and expert in designing solutions to meet them. As a result, our customers increase profit, improve customer satisfaction, and make better decisions.
Whether implementing business strategies to power the enterprise or the contact center, 3rd Wave is committed to:
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Taking advantage of converged data and voice technology in order to best serve the business and it’s customers.
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Creating an instant and seamless connection across enterprises, linking people, systems, and networks to improve both customer service and cost effectiveness.
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Facilitating better, faster decisions by providing improved access to critical communications and business information.
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Building and maintaining long-term relationships by delivering personalized service and valuable business knowledge.
Established in 1989, the company has a wealth of experience in communications technology and how to use it to solve key issues our customers face. Our philosophy remains constant:
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Focus on understanding customer needs.
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Design the most effective solutions to meet those needs.
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Partner with the “best of breed” providers of core technology.
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Deliver the best team of professionals to fulfill our promise to our customers.
Over the years, we have helped customers unify their messaging systems, improve the routing and management of medical authorizations, speed inbound-call handling, and become more responsive. For more information on how we can help you, contact us now.
Our Approach
Technology purchases begin with process problems:
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Sales people are not accessible enough to customers.
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Management cannot collaborate in real time to solve problems.
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Service technicians waste time checking multiple phone and email systems for messages, and then spend more time playing "tag" with customers.
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Your best customers are not routed to your best agents.
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The Contact Center must increase customer satisfaction while cutting cost.
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The call center must evolve to handle web and email inquiries, by next month.
How well technology solves these process problems depends on how it is selected, implemented, and introduced to users.
Our entire business approach is based on a deep understanding and commitment to this model. We have developed a disciplined, process-oriented methodology for understanding each customer's business and the "communication flow" into, out from, and within that business and then using this as the basis for the design and implementation of the ultimate solution. As a result, process problems are addressed and our customers increase profit, improve customer satisfaction, and make better decisions.
Job Openings
We are always looking for people who are enthusiastic, energetic, and want to make a difference. If this describes you, we invite you to see if 3rd Wave Solutions is right for you.
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