Communications and Call Center Consulting

Create dynamic
and intelligent
customer experiences

Customize service with top-tier support, efficient issue resolution, IT optimization, enhanced agent experience, and secure backup.

Advanced technology

Choose from AI and machine learning, interactive voice response (IVR), natural language automation, chatbots, enterprise applications integration, analytics, and workforce optimization.

Collaborative design

We work with your stakeholders to define goals, parameters, and implementation strategies, then design a system based on the results.

Rapid implementation

On-premises and cloud-based communications platform experience means that migrations take weeks, not months. We configure new systems, help develop initial policies, ensure knowledge transfer, and define benchmarks for success.

Full-service managed service provider

We offer monitoring and optimization for all contact center and customer service systems with mature, ITIL-based operations centers (NOC/SOC) and 24×7 coverage.

Future-proof your contact center

As technology and the business landscape evolve, we’ll make sure you benefit from the latest innovations.

Contact center experts at your service

Our communications and contact center consultants come to each engagement with:

  • 16+ years of consulting and executing mission-critical contact center experience.
  • A wealth of vendor partnerships for you to choose from.
  • Unbiased support, to help you choose the right solutions for your needs.
  • A collaborative approach that puts you in charge.
  • Center of excellence dedicated to cross-functional teaming to develop and support best-in-class solutions.

6 steps to design and deploy your contact center

  • Envision. Understand your challenges and objectives
  • Design. Fully articulate your vision and business case, the project scope, and the schedule.
  • Implement. Use a dedicated project management team to provision your carrier and environment, cutover your system, and port your numbers.
  • Close-Out. After execution and acceptance, complete admin and end-user testing, establish a success plan, and create benchmarks for measuring progress.
  • Manage. Transition to a managed service to monitor and optimize your environment with 24/7 support.
  • Evolve. Continue to evolve with system improvements, optimization, and new feature deployments.

Guide to selecting UCaaS & CCaaS solutions and providers

Happy customers equal a healthy bottom line. When customers run into problems they expect help ASAP, via their choice of phone, email, text, or chat. But most businesses don’t have the in-house resources to build—let alone manage—full-featured communications and contact center systems. Use this guide to get answers to questions like:

  • What differentiates UCaaS and CCaaS?
  • How to evaluate solutions & service providers?
  • How to verify that providers meet your business needs?

Knowledge is power

Our experts have compiled research and recommendations to help you better understand threats, protection, and solutions.

Explore the cutting-edge of contact center solutions with ConnectIV CX, powered by Amazon Connect, revolutionizing engagement.

Contact us today to schedule a demo and experience the future of customer engagement.

Begin your journey now >