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Contact Center & CX Design
Redefine customer experience with a contact center that lets you seamlessly deliver meaningful relationships across all channels.
The digital revolution has transformed the business landscape in every manner imaginable. Despite all the changes, the core focus remains the same – delivering better end results to the customer. Be it customer satisfaction, loyalty or retention CX impacts your brand in many ways. Industry dynamics have long been shaped by customer expectations and experiences.
Today serving customers has become increasingly challenging as businesses simultaneously interact and engage with users across multiple channels while meeting their evolving needs. As the central element in your organization’s customer engagement chain, choosing the right contact center solution is integral in breaking down silos and unifying your CX strategy. For any business seeking to fuel growth and success in the long run, delivering positive customer experiences while providing your customers the flexibility to engage on their own terms is key.
Simplify
Workstreams
Empower your teams with an intuitive platform that enables streamlined omnichannel customer engagement and lets you deliver excellent experiences consistently.
Fine-tuned
Control
Enhance operational capabilities and boost efficiency with auto-dialing, voice recording, skill-based routing, agent coaching and much more at your fingertips.
Feature
Rich
With AI and analytics at hand, gain critical insights from customer engagements and performance data to better understand and anticipate your customer needs.
Our Approach
With over 25 years of experience at the leading edge of contact center consulting, we understand what it takes to equip you with a solution that works best for your needs. To ensure that your CX strategy is truly unified, we help integrate your contact center and communications ecosystem at a fundamental level. With the right solutions on hand, your enterprise can delight customers with unparalleled resolution times and support capabilities. To connect with customers and rapidly resolve issues across voice, chat, social, and mail, your agents need a unified management platform that breaks down channel-specific siloes and barriers.
Identify your needs
We work with your agents to gain an in-depth understanding of your enterprise needs and customer service capabilities. We account for your operating model demands and your geographical service requirements to evaluate in-premise vs cloud-based contact centers to select a vendor solution that provides the best customer experience for your use case.
Holistic integration
Microsoft Teams supports direct integration for a range of contact center solutions but holistic integration requires going beyond the application level. To maximize the chance of success, we design and implement a comprehensive integration strategy that accounts for your people, process and technology. By streamlining every organizational component to work in tandem, our experts maximize CX performance.
Optimize
Our main goal is to orient your contact center with a people-centric focus. Empathetic, personalized services are crucial in fueling positive customer interactions. We also help integrate learnings gleaned from analytics to build a feedback loop that is constantly evolving and improving your customer experience strategy.
