What we do
We provide consulting and professional services to design, procure, implement and manage call centre technology. With decades of experience and proven methodologies, you can rapidly and safely deliver your business objectives while satisfying your customers. What differentiates us is the combination of:
- customer experience research and design
- contact centre consulting and operational capability
- contact centre technology leadership, solution architecture and project leadership capability
Our practitioners have been working in the industry for decades designing and implementing some of the most complex and visionary contact centre platforms. With our CX and data focus we are confident we can deliver a solution that is right for you. Our team are passionate about making a difference with both the proven old and innovative new contact centre solutions.
Solution benefits
Our deeply experienced call centre solution architects use human centred design, operational expertise and business objective focus to design a contact centre solution that is relevant and effective.
This ensures your investment gets the greatest sustainable benefits to customers and the business with a rapid financial return.
Our services
Six step Contact Centre Technology Implementation Solution
We have a six-step process to consider call centre technology. We can help with any or all steps of this process.
1. Gap Analysis
We walk you through a thorough checklist covering goals, strategy, business requirements of UC and CC, metrics used and current vs future state.
2. High Level Architecture
We work with you to design your future state architecture best suited to your business / operation / service.
3. Procurement
Effective and efficient communication of your requirements to a targeted group of appropriate vendors, carriers and potential integrators is critical. This ensures you get the most appropriate solution proposed for your consideration.
4. Selection
Logical selection between two or more technically complex proposals can be daunting without roles, processes and tools for screening. We show you how to prioritise, rate, trial and ultimately negotiate the best deal.
5. Implement
Armed with all this new information and skill sets, you are now prepared to manage your team through this period of tremendous change. After all, you are replacing the whole front door of your business. If you and your team are too busy running the day-to-day business, don’t worry, we can work with you side-by-side to manage the project.
6. Measure Success
Functional analysis of past, present and future trends is required to manage performance, facilitate growth and prepare for changes in your business.
Consulting and Professional Services
We also offer a range of consulting services to assist you no matter where you are in the transformation journey
Contact Centre Technology Health Check
Organisations use less than 20% of the existing contact centre technology functionality they have and are unable to use new technologies that could transform their services as they just don’t know about them.
Our health check is designed to review your business objectives, customer experience and technology to share with you the features you have and the opportunities available. Often features are already available at no extra cost that make a material difference to the centre, team and customers.
CX Service Designed Technology Solutions
With our customer experience research and design capability we have a solution that co-designs the future optimal customer experience and service blueprint. We underpin this optimised service with technology to enable it. In doing so we build a right-fit contact centre technology platform for the business and customers.
Contact Centre Platform Design
We collect requirements and co-design a complete integrated call centre technology solution including telephony, CRM, knowledge, workforce planning, employee and business management, reporting and more.
Contact Centre Consulting & Professional Services
Consulting to design call centre technology strategy and architecture.
Professional services to procure, project plan, manage change and implement the integrated call centre platform with your chosen partners.
We provide specialist professional services to integrate and develop solutions that are not available in market.
Independent Review
Independent quarterly review of technology with annual strategy and roadmap.
We bring all the vendors of your contact centre technology together, plan a session around your business needs and objective and workshop how you can gain the most value from your investment. This helps you stay ahead of innovation and maximising the value of your contact centre technology platform.
Software and Hardware Management
We manage software and hardware purchases with our independent regular review wrapped in. This way you optimise your investment to get the best value and can rest assured you are not over or underpaying for your contact centre platform.
Our products
Products that are designed to improve customer experience
CXiaaS - Centralised Realtime Dashboard & BI
CXiaaS is a real-time reporting and analytics tool that presents a dashboard of service statistics. It includes over 130 connectors to call centre technology and cloud technology out of the box that can be connected to your existing BI tools.
Connectors - Service Technology Database
Our Connectors extract data from your telephony and service tools to provide a centralised service database for your corporate BI tools to connect to and analyse data. With a lean design, data is collected in near real-time from 130+ connectors and service technologies. If a tool you have does not have a connector we will develop and integrate it too.
Unified Desktop - Single agent tool
Unified Desktop is a cloud desktop tool that provides one place for customer service representatives to manage enquiries. It is an interface for staff to collect, view and execute customer requests. The application simplifies representative tasks by reducing fields, automating activities and presenting the next best action. Making the work more accurate, efficient and enjoyable for your agents.
Rapid Response Care - Contact Centre Deployment
Rapid Response Care is a prebuilt contact centre you can deploy rapidly. The contact centre includes people, processes, technology and premises. The base operating processes are award-winning industry best practices embedded in the technology. With contracts in place to rapidly employ staff and facilities under our leadership we can ensure you can bring to life a contact centre within days. Helping to manage peaks in volume, your next contact centre deployment, testing new services or preparing for outsourcing.
Our industry practices
Specialist practices for relevant industry expertise
Commercial & NFP
Specialists in commercial and not-for-profit businesses. Having lead award winning organisations we are deeply experienced practitioners.
Government
With over 30 years experience providing solutions to all levels of Government in Australia. We are recognised for our ability to bring together multiple stakeholders and manage sensitive initiatives.
Health & Care
We are specialists in the Health, Aged Care, Disability Care and General Care industry. An industry that requires subject matter experts to have deep clinical care and health knowledge to able to provide relevant solutions.
Case Studies
Anglicare Automation
Using RPA to proactively manage carers schedules to ensure carers and customers are safe as well as reducing call centre volume, admin and improving the overall experience.
Australian Digital Health Agency Spike Solution
Using Automation to manage massive call volume spikes in their contact centre enabling safe and timely delivery of Government services
Service NSW Customer Experience Consulting and Design
Helping NSW government to transform services for their community.
Community Options Australia Service Review
Helping Community Options improve their contact centre enable local communities to connect better across Australia.
HamondCare Dementia Service
How human centered design was used to help Australians impacted by Dementia.
