Founded by President and Principal Consultant – Peggy Gritt
Introduction
Zelpha Media was formed by Peggy Gritt in January 2006 to help businesses make a difference when moving to voice over IP. After watching over a thousand companies adopt voice over IP and multi-channel solutions that she launched for Interactive Intelligence, she saw that numerous companies struggle with managing convergence. Many companies look for a few extra bells and whistles compared to their old phone system or ACD - but possibly miss the entire point behind converged voice technology. VoIP deployment is a unique and incredible opportunity to implement a solution that makes a vast difference in not only your company's bottom line - but also in your customer's value to your organization.
If you are looking for a consulting firm that wil help you match your old way of communicating - but to put it on voice over IP - Zelpha Media is not right for you. Zelpha Media has the background and knowledge to help you use this new technology to better value your customers, build revenues, and cut costs in the process of implementing voice over IP and other media technology.
It is hard to believe the comprehensive knowledge gained by Peggy Gritt in her 17 year career in the converged voice and data industry. Having been involved in product marketing/management processes for numerous industry firsts in media technologies, she gained expertise in defining customer requirements on a global scale and deep knowledge of software applications and development schedules. In watching a number of world-class organizations implement voice over IP and media systems using best practices over the years, it is now her goal to take that knowledge and assist organizations with their individual needs. The premise is that every interaction can be used to build customer value no matter what the industry. Therefore, implementing voice over IP and migrating away from traditional telecom systems can offer significant gains.
Make a difference...
The Strategy behind Zelpha Media
The strategy behind Zelpha Media is actually pretty simple and fits into two categories:
Media Technology Expertise combined with Zelpha “Value” Principles
Media Technology Expertise | Zelpha “Value” Principles |
IP PBX | Value every interaction with each customer |
Session Initiation Protocol Standards | Simplify and standardize |
IP | Consolidate locations, systems, and media processing to better service customers |
e-Service and multi-channel | Design in continuous learning systems (about customers and agent capabilities) |
Speech recognition and IVR | Measure to build value and obtain goals |
Outbound campaign (predictive dialer) |
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User/Agent Mobility |
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Presence Management |
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Microsoft integration strategy |
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CRM integration strategy |
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Some History…
Over fifteen years on the converged voice and data industry. Peggy Gritt began her career in converged voice and data by installing, servicing and providing sales support on voice response, call accounting, ACD management systems. Moved into project management of computer-telephony installations with multi-product and third party call control functions over twelve years ago.
As Senior Director of Product Marketing at Interactive Intelligence – was involved in launching a number of “firsts” in the industry globally in product marketing/product management (combined function) at Interactive Intelligence.
-Specified with development and launched first software-based PBX/ACD/IVR/voicemail system on the market in ‘97
-Specified with development and launched first multi-channel chat, voice, and e-mail routing software solution on the market in ‘98
-Specified with development and launched first software-based predictive dialing solution that is inherently blended to inbound multi-channel interactions in ‘99
–Specified with development and customers and launched first software-based IP-PBX/ACD system based on SIP in ’02 -(are you tired yet?)
-Launched intelligent router based on TDM and SIP that networks multiple systems based on ACD, skills, and traffic (first version in ’99, major “virtual contact center” release in ’05)
-Launched first release and managed several ongoing releases of the Microsoft-based IP-PBX that is now called
IP PBX
Media Background: Launched the first software-based IP-PBX on the market based on SIP in October, 2003. Worked with the development team to develop features and requirements for the IP-PBX release in a product management capacity.
Zelpha Principles: Believe that IP PBX should be open standards-based, flexible to accommodate rapid business change, and facilitate user mobility easily
SIP - devices, interoperability and security
Media Background: In launching the first software-based SIP solution on the market (won best in performance in Miercom test in early 03), understand interoperability testing procedures between gateways, PBX or ACD systems, proxy servers, media servers, and traditional migration path into SIP. Wrote SIP security white paper, Fall of ‘05.
Zelpha Principles: Believe that telecom protocols and networking should be just as standard and open as data networking to drop prices, ease installation and implementation, and increase choice for user types. Believe that a ubiquitous network is what customers ultimately want and ultimately where the market will be going.
IP Contact Center ACD
Media Background: Through launching many releases of an integrated contact center suite product, obtained depth of understanding of all call distribution and routing functions. Understanding of agent consolidation, skills routing, multi-channel interaction routing along with telephone calls, informal contact center requirements, and reporting requirements.
Zelpha Principles: The first step is to answer all media interactions and understand service level requirements for all contact types. The second phase is to go beyond basic routing and build customer value by mixing media per customer preferences, etc.
e-Services
Media Background: Comprehensive knowledge of features/functions of e-mail response systems, chat and web callback as well as web collaboration due to handling product marketing of knowledge-base product and multi-channel suite product.
Zelpha Principles: Driving business on the web means greater simplicity and flexibility for customers, yet most businesses still do not effectively manage inbound and outbound e-mail to make it reliable for their customers to choose. Continuous knowledge learning should apply to all interactions and not just automated e-mail.
Predictive dialing and outbound campaigns
Media Background: Comprehensive knowledge of system requirements for outbound predictive, preview and power dialing solutions as well as how blending with inbound interaction occurs.
Zelpha Principles: Legislation was put in place because of the blatant disregard for the consumer’s privacy. Don’t use this technology “on” your customers – use it “for” your customers. Provide your customers with convenient notifications via the media that they desire.
Speech IVR
Media background: Managed and specified speech recognition offerings with knowledge of speech technologies such as verification, speech attendant, speech applications for voicemail and IVR, etc. Understanding of grammars and pre-implementation planning issues.
Zelpha Principles: Did you know that sometimes speech, when not properly deployed can actually annoy customers? Use speech scripting wisely for key applications and customers will appreciate the technology – nobody likes repeating themselves – fine tune your applications for quality purposes.
Other areas of expertise:
- Business process integration including speech IVR, e-mail automation, voice/data screen pops, etc. – understanding of API’s and requirements
- Standards-based networking issues for SIP, bandwidth and security issues
- Global protocols and deployment issues
- Basic to complex system feature requirements – launched packaged small business systems and large-scale enterprise/contact center systems
- Teleworking issues – understand wireless, VPN access, Citrix, Terminal Services and other teleworking technology requirements
- Strategic and global account assistance- designed large-scale ACD systems with strategic and name brand accounts with Interactive sales force.
- Partner/channel experience – worked with channel on strategic accounts and in 2005 managed channel programs. Understand local partnerships and value of local reseller or local support systems.