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Every channel a customer uses, landing in one queue.

Contact centre, UCaaS and the workforce layer between them. We design the experience against your actual call and message volumes, then take it to the market, including the AI capability that is finally production-ready.

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40Services across CCaaS, UCaaS and workforce
8+Channels unified into one agent desktop
4AI-enabled capabilities we'll actively recommend
1Contract, one escalation path
The practice

How the practice is structured

Four moves, in order. Most programs we inherit are strong at one stage and thin at the others. The assessment tells you which.

01 / Route

Get the contact to the right person the first time.

  • Automatic Call Distribution (ACD)
  • Interactive Voice Response (IVR)
  • Omnichannel & Digital Engagement
  • Self-Service
02 / Equip

Give the agent the context before they say hello.

  • CRM / ERP Integrations
  • Real-Time Agent Assist
  • Knowledge Management
  • Call & Screen Recording
03 / Connect

One communications platform for the whole business, not just the floor.

  • Voice & Video Calling
  • Messaging & Chat
  • Conferencing
  • CPaaS
  • Mobile Access
04 / Improve

Measure the queue, coach against it, prove compliance.

  • Workforce Management
  • Quality Management & Assurance
  • Agent Coaching & Performance
  • Reporting, Analytics & BI
The catalogue

40 services in Customer Experience

Everything on the solution map under this domain. If a requirement isn't listed, it's usually still sourceable, so ask.

Contact Center 14

  • Automatic Call Distribution (ACD)
  • APIs & SDKs
  • Branded Caller ID
  • Call & Screen Recording
  • CRM / ERP Integrations
  • Dialers (Preview, Power, Predictive)
  • Inbound / Outbound / Blended
  • Interactive Voice Response (IVR)
  • Omnichannel & Digital Engagement
  • Voice, Email, Chat, Mobile
  • Social, SMS / Text, Video
  • Reporting, Analytics & BI
  • Self-Service
  • UC Integrations

UCaaS 11

  • Voice & Video Calling
  • Call Forwarding
  • Voicemail
  • Caller ID
  • Messaging & Chat
  • Conferencing
  • Presence
  • Collaboration Tools
  • Mobile Access
  • CRM Integrations
  • CPaaS

Workforce 8

  • Business Process Outsourcing
  • Gamification
  • Workforce Management
  • Workforce Optimization
  • Agent Coaching & Performance
  • Compliance & Monitoring
  • Knowledge Management
  • Quality Management & Assurance

Process & Compliance 3

  • Compliance Consulting & Implementation
  • CRM Integrators & Licenses
  • Robotic Process Automation (RPA)

AI-enabled AI

  • Conversational AI & Chatbots
  • Generative AI
  • Real-Time Agent Assist
  • Virtual Assistants
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What changes

What you actually get out of it

Not a platform choice. A set of decisions with the reasoning attached, and someone accountable for them at renewal.

  • One agent desktop instead of four tabs and a personal mobile.
  • Licence counts matched to real concurrency, not to the seat count in the last renewal.
  • AI capability scoped where it deflects volume, and left out where it does not.
  • A cutover plan with a rollback, agreed before the porting date is booked.
CX platform evaluation4–6 weeks
01Volume, channel & queue analysisDiscovery
02Current platform & licence auditDiscovery
03Requirements matrix & scoring modelDesign
04Market evaluation & scripted demosSource
05Commercial and SLA negotiationSource
06Migration and cutover oversightManage
Fee agreed up frontRequest scoping
Adjacent practices

Where Customer Experience usually connects

A finding in one practice commonly implicates another. These are the three most often opened alongside this work.

36 services
CLD

Cloud & Managed Services

Where the workload should live, how it gets there, and who runs it at 2am, across public, private, hybrid and colocation.

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15 services
ADV

Advisory & Lifecycle

The work around the technology: strategy, sourcing, the people to run it, and responsible disposal at end of life.

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7 services
BIZ

Business Services

The adjacent services clients keep asking us to source once we're already in the stack.

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Next step

This practice begins with an assessment.

Scope, duration and deliverables are agreed in writing before it starts. Ask for the scope document and we will send it.

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