Customer Science

Solution

Contact Centre Optimisation

We design, procure, implement and manage contact centre technology in Australia, combining customer experience research, operational contact centre experience and solution architecture so what you buy is scalable, secure and actually gets used.

Book a contact centre technology discovery callSee the case studies ↗
A contact centre floor of agents with headsets, one turning to speak to the team leader.

What we do

A right-fit contact centre platform, not a generic one

We design, procure, implement and manage contact centre technology in Australia. What sets the work apart is the combination of customer experience research and design, contact centre consultants with real Australian operational experience, and contact centre technology leadership covering solution architecture and project delivery.

That combination is what lets us recommend a platform that fits: future-proofed, scalable and agile, with ongoing review after go-live so the investment keeps paying off.

Our solution architects use human-centred design, operational expertise and a clear view of your business objectives to design a contact centre solution that works from day one and pays back quickly.

Our practitioners have spent decades designing and implementing complex contact centre platforms, working with both established systems and newer contact centre solutions.

Solution benefits

What a right-fit platform changes

Customer satisfaction

Customer-centred service design creates better experiences that lead to satisfaction, retention, more recommendations and repeat business.

Business objective impact

The work stays tied to your business objectives and brand, and to the vision and targets of your organisation. Our contact centre experts help you get the most from the solution you choose.

Financial return

The aim is a rapid return on investment: more capacity, lower cost to serve, lower cost for the customer, and revenue growth. Our architects support the right financial decisions during procurement.

Sustainable improvements

Templates, tools and coaching hand over the toolkit for lasting improvement. We embed the work into technology, support services and knowledge bases, with change capability to drive adoption.

Our services

Six steps to the right contact centre technology

1. Gap analysis
A checklist covering goals, strategy, business requirements across unified communications (UC) and contact centre (CC), the metrics you use now, and where you want to get to.
2. High-level architecture
We design the future-state architecture that fits your business, operation and service.
3. Procurement
We communicate your requirements clearly to a targeted group of vendors, carriers and potential integrators, so you see the most appropriate solutions for your situation.
4. Selection
Choosing between two or more technically complex proposals is hard without a process. We help you prioritise, rate, trial and negotiate the best deal.
5. Implement
You are replacing the front door of your business, and managing your team through that change takes time. If your team is busy running the day-to-day, we work alongside you to manage the project.
6. Measure success
Analysing past, present and future performance trends, to manage performance, support growth and prepare for what changes next.

Consulting and professional services

Support wherever you are in the transformation journey

Contact centre technology health check

Most organisations use less than 20% of the contact centre technology functionality they already have, and don't know about newer technology that could transform their service. Our health check reviews your business objectives, customer experience and technology, and shows you the features you have and the opportunities available - often at no extra cost.

CX service-designed technology solutions

We co-design the future customer experience and service blueprint, then underpin it with technology, so you get a right-fit contact centre platform for the business and its customers.

Contact centre platform design

We collect requirements and co-design a complete, integrated contact centre technology solution: telephony, CRM, knowledge, workforce planning, employee and business management, reporting and more.

Contact centre consulting and professional services

Consulting to design your contact centre technology strategy and architecture. Professional services to procure, project plan, manage change and implement the platform with your chosen partners, including specialist integration and development work not available in the market.

Independent review

An independent quarterly technology review with an annual strategy and roadmap. We bring your contact centre technology vendors together, work through your business needs, and workshop how to get more value from what you already have.

Software and hardware management

We manage your software and hardware purchases with an independent regular review, so you are not over or underpaying for the platform.

Our products

Products designed to improve customer experience

Connectors - service technology database

Connectors extract data from your telephony and service tools into a centralised service database your corporate BI tools can connect to and analyse. Data collects in near real-time, from more than 130 connectors and service technologies. If a tool you use doesn't have a connector, we build one.

Unified Desktop - single agent tool

A cloud desktop that gives customer service representatives one place to collect, view and act on customer requests. It reduces fields, automates activities and presents the next best action, making the work more accurate and efficient for your agents.

See our products ↗

Rapid Response Care - contact centre deployment

A prebuilt contact centre - people, processes, technology and premises - that can be deployed within days, built on award-winning industry best practice already embedded in the technology, with contracts in place to employ staff and secure facilities quickly. Useful for volume peaks, a new deployment, testing new services, or preparing for outsourcing.

Our industry practices

Specialist practices for relevant industry expertise

Commercial and not-for-profit. We work with commercial and not-for-profit organisations, and have led award-winning organisations ourselves.

Government. Over 30 years' experience delivering solutions to all levels of government in Australia, recognised for bringing multiple stakeholders together and managing sensitive initiatives.

Health and care. Specialists in health, aged care, disability care and general care, where the work needs subject matter experts with real clinical and health knowledge.

The work

Ten organisations, and what changed

All Contact Centre Optimisation case studies ↗

Insights

Related insights

All Contact Centre Optimisation insights ↗

Your team

Your solution leaders

Meet the whole team ↗

Tell us what your contact centre platform isn't doing. We'll show you the fix.

Book a contact centre technology discovery call