The ability to add value to the customer has become a

business differentiator and is, therefore, an important

driver of growth for many organisations.

Contactcentres.com is an independent portal whose

business focus is on advising companies on all services

relating to the call and contact centre arena. The portal

also provides independent advice and information on a

variety of resources for clients and consumers to help

facilitate and enhance organisational growth through

recognised quality service providers.

Working with specialised companies to develop solutions to

fit the needs of any business, Contactcentres.com knows

it is critical to keep up to date with the technologies available

in this space to ensure that it continues to offer its customer

base the most appropriate and effective systems.

“Each customer’s requirements are different, so taking a

‘one solution fits all’ approach wouldn’t be suitable,”

commented Judith Pokora, a senior operational director at

Contactcentres.com. “With more businesses moving from

a call centre to a contact centre approach, the need for

tailored solutions is paramount to ensure that each transition

is successful. Whilst we work with a number of key suppliers,

we assess their product offerings based on each client’s

needs and make our suggestions accordingly.”

There are some solutions, however, that

Contactcentres.com feel provide substantial value to the

projects that they are implementing so they work closely

with the solution providers to develop an ongoing

partnership. Such a relationship has been developed

with Corel, with reference to the iGrafx® software range.

"Originally introduced to the iGrafx product range whilst

with another organisation, I saw that the software offered

an immediate impact on the working environment,” Pokora

continued. “A high percentage of our clients retain us

to find ways of reducing resource costs, whilst improving

services and process - using the iGrafx products to make

amendments, remap processes and then validate these

changes with robust plans in place, allows us to do just

that.”

Process modelling and "what-if" simulations with iGrafx®

Process™ allow managers to analyse and experimentwith key processes without directly impacting the business.For example, if managers want to improve speed andreduce costs they can simply change the formulas by re-allocating personnel and resources or rearranging shiftpatterns in their departments, then view the results ofwhat would happen. iGrafx Process readily displays whereprocess bottlenecks occur and where resources may beunder-utilised without forcing an organisation to changethe way they look at their processes.

iGrafx® Process™

2000

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> Contactcentres.com and Corel working in partnershipto deliver best-of-breed solutions

Contactcentres.com

>

While many simulation solutions require a specific modellingmethodology or a difficult-to-use simulation language,iGrafx® Process™ is graphical and methodology-independent, so users can intuitively create models that fit any procedure.

“We recently completed a project for a client which took

just over three months from start to finish, yet it wouldn’t

have been possible to complete the project at all if the

mapping had to be done manually,” Pokora added.

Key features of iGrafx® Process™:

• Integrated diagramming, simulation and analysis

• Easy to use graphical modelling - no coding required

• Powerful "what-if" scenarios for altering simulation

variables

• Resource, schedule, and cost analysis

• Animated simulation trace capability

• User-defined reports displayed in tabular or graphical

formats

• Fully customisable with a complete programming

interface to all model attributes

• Compatible with Microsoft® Office, Microsoft® Visual

Basic® for Applications, and OLE

“It’s key to the ongoing success of Contactcentres.com

that we work with companies that we know and trust to

continue delivering not only the best software solutions

but also the highest standards of training and support -

and we know that we’ll get that commitment from Corel,”

Pokora concluded.

About ContactCentres.comFounded in 2001 by operational contact centre

professionals, Contactcentres.com

(www.contactcentres.com) has quickly established a

reputation for developing contact centre solutions that

improve service and reduce ongoing costs. Apart from

developing an independent web portal for anything to do

with contact centres, with over 80 call/contact centre

specific associated domains, Contactcentres.com provide

high level operational consultants and interims to the

call/contact centre industry, as well as training and

recruitment services. They work in partnership with “blue-

chip” contact centre solutions providers such as Corel

Corporation.

Further information can be obtained from the web site

or e-mail to: info@contactcentres.com or 0870 7707396

About Corel CorporationFounded in 1985, Corel Corporation (www.corel.com) is

a leading technology company that offers software for

home and small business users, creative professionals

and enterprise customers. With its headquarters in

Ottawa, Canada, Corel’s common stock trades on the

Nasdaq Stock Market under the symbol CORL and on

the Toronto Stock Exchange under the symbol COR.

www.corel.com

iGrafx® Process™ 2000

CASE STUDY >

© 2002 Corel Corporation. All rights reserved. Corel, iGrafx, iGrafx Process and the Corel logo are trademarks or registered

trademarks of Corel Corporation and/or its subsidiaries in Canada, the U.S. and/or other countries. All other product, font,

and company names and logos are trademarks or registered trademarks of their respective companies.

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