Diagnostic
CX Platform Review
A technical and strategic assessment of your contact centre and customer experience platforms: how they are configured and performing today, what your organisation needs from them, and which options fit.
What it covers
From the platform you have to the one you need
Deliverables are detailed, and focus on technology, business requirements and the options for your future state. These are the items most often included.
- Current state assessment
- A detailed review of your existing CX platforms, including configuration, integrations and performance.
- Business requirements
- A comprehensive list of your organisation's and contact centre's requirements for the platform.
- Market scan and options
- Analysis of potential platform options, including capability matching and a vendor shortlist.
- Platform assessment framework
- The criteria and scoring method used to select a platform.
- Recommendations
- The best-fit platforms and vendors, and the implementation approach.
- Implementation roadmap
- A high-level plan for platform selection, procurement and implementation.
When it fits
When the question is the technology
A CX Platform Review suits organisations whose contact centre or customer experience platform is under-used, reaching the end of a contract, or no longer fits how they want to serve customers. It is more technical than a CX Review, which looks broadly at people, process, place and technology.
When the review is done, our contact centre technology practice can help with procurement, implementation and support. If the pressure is on operations as much as the platform, a contact centre review looks at both together, and the free CX Clinic is a quick way to decide where to begin.
Request a CX Platform Review
Tell us which platforms you run today and what is prompting the review. We will come back to you to scope it.