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Business Consulting

Hands-on support and guidance
from leading experts to optimise your
UC capabilities and customer contact strategy

Business Consulting

Emerging technology is there to help organisations do things better, whether that means improved service, better communication, more useful insights, or new cost efficiencies. That is why we lead with a consultative approach, so that we understand your organisation, your processes and your challenges. That allows us to tailor our solutions and ensure maximum business benefit. We offer a range of consultancy services to help organisations make informed decisions:

Contact Centre Maturity Assessment

Our Contact Centre Maturity Assessment is designed to help you identify areas for improvement within your contact centre operation and develop a strategic path forward for better customer outcomes.

The areas measured are:

Strategy, structure, and brand
Contact centre practices
Team agility
Business intelligence and analytics
Collaboration
Automation
Architecture and design

The results are presented in a web diagram, along with a follow-up presentation.

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Value
Assessment

In an increasingly complex and crowded technology market, it can be hard to navigate the available options, and misguided investment can do more harm to the business than good. It is therefore important to stay focused on how technology can affect a business outcome, while keeping the customer at the centre of everything.

Our packaged Value Assessment for Contact Centre & CX is the first step of this journey, providing brands ready to embrace digital transformation in the contact centre with a proven, powerful methodology for doing so, with the support of our own expert consultants.

Our approach is light touch - designed to give you rapid insight on how technology can benefit your organisation, with recommendations and identification of quick wins.

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Health
Assessment

Our Health Assessment provides deep insight into contact centre operations and how they can be optimised. The assessment is performed both remotely and on-site, using questionnaires, interviews, workshops, live observation, as well as offline analysis.

There are four components to the consultancy:

Planning
Strategic
Operational
Technical

The key findings are delivered a comprehensive report that sets out the operation’s perceived strengths and weaknesses, along with actionable recommendations for improvement. Recommendations are categorised by people, process, and technology, and ranked according to the effort required and their estimated impact on performance.

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