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Services

More than 90% of business interactions broadly fall in one of the categories: customer and technical support, telemarketing and sales, collections, market research and directory services.

Whether you have a captive or an outsourced contact center, you will seek a competitive edge with a solution that:

reduces your investment in terms of time and money,
is easy to use for your agents, supervisors and IT,
is scalable and flexible,
maintains itself and does not require constant supervision.

CDE offers innovative inbound, outbound and blended solutions that are ideal for SMBs (Small and Medium Business) as well as enterprises. A wide range of COCOS products allows you to gradually build a system that is always optimally adapted to the needs of your organisation. With pre-integrated customer interaction management, database and reporting capabilities, as well as support of all communication channels (voice, email, fax, sms, chat, web, social networks, etc.) you do not need to invest in any additional components, while concurrently making sure that you do not compromise on the service quality.

We have successfully deployed our solution at multiple locations - in more than 15 countries and over 500 companies. Our vast experience has enabled us to understand the customers’ needs better and constantly improve our products over time. No wonder, we have become the leading contact center solution provider in the SMB segment in Slovenia. It ensures us constant growth and provides our customers confidence to have chosen the right partner.

We understand you. The bottom line for every business is increasing revenues, improving customer experience, and building brand loyalty. We will help you exactly with that.

Don't think of us a solution provider. Instead, consider us your business partner who looks out for your interests.

At CDE we do our best to satisfy the expectations of our customers. So our main goals are:

to offer quality, cost-effective and flexible solutions,
to reduce the maintenance costs of COCOS products & solutions,
to give our customers independence with the use and maintenance of our equipment,
to provide high-availability systems with optimal utilization of their features and hardware,
to respond quickly and to resolve queries addressed to CDE by its customers.

Our services include:

Technical and business consulting;
Maintenance and technical support;
User adaptability;
Professional training.

Description	User Trainings	Advanced User Trainings	Developers Training
Training Duration:	Min 1 day	Min 1 day	Min 1 day
Location:	Customer premises	CDE premises	CDE premises
Participants – target group:	COCOS system users: agents, operators, consultants, supervisors / team-leaders, call center, customer care, sales, marketing managers, administrators.	Advanced users: administrators, supervisors / team-leaders, IT personnel.	Technical personnel with a basic knowledge of programming: knowledge of WinOS, basics of MsSQL, basics of programming, general technical knowledge of computer networking and computer telephony integration (CTI technologies).
Training objectives:	understanding of COCOS software operations, software administration and management, understanding of work results and conditions, understanding of reports and statistics, preparation of reports and analysis.	understanding of COCOS software operations, advanced usage of COCOS tools and modules (VSS, CC Administrator, CATI Editor, Campaign Manager and other tolls, etc.), 1^stlevel technical support trainings.	understanding of COCOS software operations, advanced usage of COCOS tools (editors), where basic development knowledge is required, introduction of methods for integration with other (external) systems, CIM/CRM system set-up – on a real customer case or test case.
Training topics:	Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes. COCOS CC Administrator, COCOS CC Agent and PC phone, call campaigns (preparation, import/export, statistics), presentation of CIM/CRM applications, work flow management (multi level tasking), using of other user tools and modules (depending on the complexity of implemented system, communication channels and modules).	Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes. Some of the possible topics: COCOS environment (modules, relations between modules), agent workstation installation and administration, call center administration (users), call center server installation and administration, call campaigns management (generation, import/export, statistics), call center statistics – advanced level, entry forms – surveys (basic level, CATI editor), IVR/VRU server – installation and administration, WFS server installation and administration, COCOS CRM model.	Presentation of COCOS portfolio. Some of the possible topics: main modules, mutual relations, operations of each module from data flow perspective, VRU / IVR server - script language, COCOS CRM model, CSL language – basic level, syntax, its usage in CATI forms, CSL language – advanced usage (SQL & WFS – work flow management support (integration in applications – user forms).
Training methods:	lecture, practical demonstration, discussion.	lecture, practical demonstration, practical exercises, discussion.	lecture, practical demonstration, practical exercises, workshops, discussion, test.

COCOS CC CERTIFICATE I:		Basic technical training for maintenance experts of COCOS software solutions
Training topics	Training duration	Participants – target group	Training objectives
presentation of COCOS portfolio, COCOS Call Center and Customer Care Suite.	3 days	Advanced users: administrators (system administrators, maintainers), technical personnel. Minimum knowledge required: knowledge of WinOS, MsSQL basics, general technical knowledge of computer networking and computer telephony integration (CTI technologies).	knowledge of COCOS portfolio, understanding of COCOS software operations, independent administration and installation of COCOS software solutions, ability to independently perform 1^st level technical support for COCOS solutions.

COCOS CC CERTIFICATE II:		Advanced technical training for maintenance experts of COCOS software solutions
Training topics	Training duration	Participants – target group	Training objectives
presentation of COCOS portfolio, COCOS Call Center and Customer Care Suite – advanced level.	3 days	Advanced users: developers, SW integrators, creators of entry forms. Minimum knowledge required: participation in COCOS CERTIFICATE I training, advanced knowledge of WinOS administration, advanced knowledge of SQL & MsSQL DB / administrative tools, programming knowledge in at least one programming language (for example: Visual Basic,...), understanding the programming techniques, general technical knowledge of computer networking and computer telephony integration (CTI technologies).	knowledge of COCOS portfolio, advanced usage of COCOS software solutions – also to be able to independently install and administer CIM/CRM solution using COCOS tools and modules, to be able to integrate COCOS solutions into customer environment.

COCOS IP PBX CERTIFICATE I:		Basic technical training for maintenance experts of COCOS IPPBX
Training topics	Training duration	Participants – target group	Training objectives
COCOS IP PBX	2 days	Telecommunication network administrators Minimum knowledge required: knowledge of voice technologies, knowledge of PBX and IP telephony, knowledge of ISDN/Centrex technologies, voice and data networks.	knowledge of COCOS portfolio, understanding of COCOS IP PBX operation, independent administration and installation of COCOS IP PBX, ability to independently perform 1st level technical support for COCOS IPPBX solutions.

COCOS SALES CERTIFICATE:		COCOS sales training for sales reps
Training topics	Training duration	Participants – target group	Training objectives
presentation of COCOS portfolio, call center organization, customer care management, call center services and products.	1-2 days	Sales network: sales reps, distributors; Sales and management personnel.	knowledge of COCOS portfolio, knowledge of customer care & call center management and organization, knowledge of CC services and offer in terms of sales, knowledge of CC elements, offer / tender formation and different implementation methods (purchase, outsourcing, hosting).

COCOS CC CERTIFICATE I:		Basic technical training for maintenance experts of COCOS software solutions
Training topics	Training duration	Participants – target group	Training objectives
presentation of COCOS portfolio, COCOS Call Center and Customer Care Suite.	3 days	Advanced users: administrators (system administrators, maintainers), technical personnel. Minimum knowledge required: knowledge of WinOS, MsSQL basics, general technical knowledge of computer networking and computer telephony integration (CTI technologies).	knowledge of COCOS portfolio, understanding of COCOS software operations, independent administration and installation of COCOS software solutions, ability to independently perform 1^st level technical support for COCOS solutions.

COCOS CC CERTIFICATE II:		Advanced technical training for maintenance experts of COCOS software solutions
Training topics	Training duration	Participants – target group	Training objectives
presentation of COCOS portfolio, COCOS Call Center and Customer Care Suite – advanced level.	3 days	Advanced users: developers, SW integrators, creators of entry forms. Minimum knowledge required: participation in COCOS CERTIFICATE I training, advanced knowledge of WinOS administration, advanced knowledge of SQL & MsSQL DB / administrative tools, programming knowledge in at least one programming language (for example: Visual Basic,...), understanding the programming techniques, general technical knowledge of computer networking and computer telephony integration (CTI technologies).	knowledge of COCOS portfolio, advanced usage of COCOS software solutions – also to be able to independently install and administer CIM/CRM solution using COCOS tools and modules, to be able to integrate COCOS solutions into customer environment.

COCOS IP PBX CERTIFICATE I:		Basic technical training for maintenance experts of COCOS IPPBX
Training topics	Training duration	Participants – target group	Training objectives
COCOS IP PBX	2 days	Telecommunication network administrators Minimum knowledge required: knowledge of voice technologies, knowledge of PBX and IP telephony, knowledge of ISDN/Centrex technologies, voice and data networks.	knowledge of COCOS portfolio, understanding of COCOS IP PBX operation, independent administration and installation of COCOS IP PBX, ability to independently perform 1st level technical support for COCOS IPPBX solutions.

COCOS SALES CERTIFICATE:		COCOS sales training for sales reps
Training topics	Training duration	Participants – target group	Training objectives
presentation of COCOS portfolio, call center organization, customer care management, call center services and products.	1-2 days	Sales network: sales reps, distributors; Sales and management personnel.	knowledge of COCOS portfolio, knowledge of customer care & call center management and organization, knowledge of CC services and offer in terms of sales, knowledge of CC elements, offer / tender formation and different implementation methods (purchase, outsourcing, hosting).

Communication	Leadership	Working with Clients	Motivation and Stress
First Voice of the Company telephone communication.	CC Organization & Management call center organization, achieving high quality support, establishing a winning team.	Customer Care Management loyalty as the competitive advantage.	I want – I must = Motivation motivational trainings.
Business is communication basis of business communication.	Leadership of teams creating a sociological profile of managers.	Telephone sales techniques
Convince me with arguments successful persuasion is half of the success.		How to make your customer your friend

Description	User Trainings	Advanced User Trainings	Developers Training
Training Duration:	Min 1 day	Min 1 day	Min 1 day
Location:	Customer premises	CDE premises	CDE premises
Participants – target group:	COCOS system users: agents, operators, consultants, supervisors / team-leaders, call center, customer care, sales, marketing managers, administrators.	Advanced users: administrators, supervisors / team-leaders, IT personnel.	Technical personnel with a basic knowledge of programming: knowledge of WinOS, basics of MsSQL, basics of programming, general technical knowledge of computer networking and computer telephony integration (CTI technologies).
Training objectives:	understanding of COCOS software operations, software administration and management, understanding of work results and conditions, understanding of reports and statistics, preparation of reports and analysis.	understanding of COCOS software operations, advanced usage of COCOS tools and modules (VSS, CC Administrator, CATI Editor, Campaign Manager and other tolls, etc.), 1^stlevel technical support trainings.	understanding of COCOS software operations, advanced usage of COCOS tools (editors), where basic development knowledge is required, introduction of methods for integration with other (external) systems, CIM/CRM system set-up – on a real customer case or test case.
Training topics:	Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes. COCOS CC Administrator, COCOS CC Agent and PC phone, call campaigns (preparation, import/export, statistics), presentation of CIM/CRM applications, work flow management (multi level tasking), using of other user tools and modules (depending on the complexity of implemented system, communication channels and modules).	Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes. Some of the possible topics: COCOS environment (modules, relations between modules), agent workstation installation and administration, call center administration (users), call center server installation and administration, call campaigns management (generation, import/export, statistics), call center statistics – advanced level, entry forms – surveys (basic level, CATI editor), IVR/VRU server – installation and administration, WFS server installation and administration, COCOS CRM model.	Presentation of COCOS portfolio. Some of the possible topics: main modules, mutual relations, operations of each module from data flow perspective, VRU / IVR server - script language, COCOS CRM model, CSL language – basic level, syntax, its usage in CATI forms, CSL language – advanced usage (SQL & WFS – work flow management support (integration in applications – user forms).
Training methods:	lecture, practical demonstration, discussion.	lecture, practical demonstration, practical exercises, discussion.	lecture, practical demonstration, practical exercises, workshops, discussion, test.