Contact Center Services
Optimize customer interactions and enhance the customer experience. Outsource your contact center operations to experts who provide support, sales, and customer engagement solutions, utilizing the latest technologies and best practices.
Vendor and Project Due Diligence
Minimize risk and make informed decisions with thorough assessments. Get expert evaluation of vendors, projects, and investments to ensure they align with your business goals and meet industry standards.
API and Integration
Services that facilitate seamless integration of various software applications through APIs, enabling efficient data exchange and interoperability across systems.
Business Case & Benefit Modeling
Services that assist in developing comprehensive business cases and benefit models to justify investments, demonstrating potential returns and strategic value.
CX Journey Mapping
CX Journey Mapping is a service that involves creating a visual representation of the customer experience across all touchpoints with a company. This process includes identifying key interactions, understanding customer needs and emotions at each stage, and mapping out the entire journey from initial contact to post-purchase. The goal is to enhance customer satisfaction, identify pain points, and improve overall customer experience by providing actionable insights for better service delivery.
Digital Channel Customer Service
A cost per resolution cost model that bundles technology and people to maximize self-service, automation, and human engagement. Best for asynchronous communication but can apply to synchronous. Provides customer support through digital channels such as chat, email, and social media, ensuring timely and effective resolution of customer inquiries.
Inbound Customer Service
Outsourcing common and basic inbound customer service use cases to drive cost reduction, operating simplicity, or support spikes in demand, ensuring prompt and effective resolution to enhance customer satisfaction.
Platform Implementation Services
Platform Implementation Services encompass a comprehensive range of activities to ensure successful deployment of software platforms. This includes expertise in platform and product configuration, project management, quality assurance (QA), and go-live support. The goal is to deliver a seamless implementation process that meets business requirements, ensures system reliability, and provides ongoing support for optimal performance.
Platform Managed Services
Platform Managed Services provide comprehensive expertise and resources for managing various aspects of a software platform. This includes architecture design, administration, engineering, technical support, and maintaining overall platform health. The goal is to ensure optimal performance, reliability, and security of the platform, allowing businesses to focus on their core activities while leveraging specialized support.
Quality Assurance (QA) Process Consulting
Quality Assurance Process Consulting is a service that helps organizations enhance their quality assurance (QA) practices. This involves evaluating current QA processes, identifying areas for improvement, and implementing best practices. The goal is to ensure that products and services meet high standards of quality, reliability, and performance, ultimately leading to increased customer satisfaction and reduced defects.
Vendor and Solution Validation
Services that evaluate and validate vendors and solutions, ensuring they meet business requirements and industry standards before implementation.
Workforce Management (WFM) Consulting
Workforce Management (WFM) Consulting is a service that helps organizations optimize their workforce planning and operations. This includes analyzing current workforce practices, implementing best practices for scheduling, forecasting labor needs, and improving overall efficiency. The goal is to ensure the right number of employees with the right skills are available at the right times, enhancing productivity and reducing labor costs.
Software
Contact Center Services
Optimize customer interactions and enhance the customer experience. Outsource your contact center operations to experts who provide support, sales, and customer engagement solutions, utilizing the latest technologies and best practices.
Vendor and Project Due Diligence
Minimize risk and make informed decisions with thorough assessments. Get expert evaluation of vendors, projects, and investments to ensure they align with your business goals and meet industry standards.
API and Integration
Services that facilitate seamless integration of various software applications through APIs, enabling efficient data exchange and interoperability across systems.
Business Case & Benefit Modeling
Services that assist in developing comprehensive business cases and benefit models to justify investments, demonstrating potential returns and strategic value.
CX Journey Mapping
CX Journey Mapping is a service that involves creating a visual representation of the customer experience across all touchpoints with a company. This process includes identifying key interactions, understanding customer needs and emotions at each stage, and mapping out the entire journey from initial contact to post-purchase. The goal is to enhance customer satisfaction, identify pain points, and improve overall customer experience by providing actionable insights for better service delivery.
Digital Channel Customer Service
A cost per resolution cost model that bundles technology and people to maximize self-service, automation, and human engagement. Best for asynchronous communication but can apply to synchronous. Provides customer support through digital channels such as chat, email, and social media, ensuring timely and effective resolution of customer inquiries.
Inbound Customer Service
Outsourcing common and basic inbound customer service use cases to drive cost reduction, operating simplicity, or support spikes in demand, ensuring prompt and effective resolution to enhance customer satisfaction.
Platform Implementation Services
Platform Implementation Services encompass a comprehensive range of activities to ensure successful deployment of software platforms. This includes expertise in platform and product configuration, project management, quality assurance (QA), and go-live support. The goal is to deliver a seamless implementation process that meets business requirements, ensures system reliability, and provides ongoing support for optimal performance.
Platform Managed Services
Platform Managed Services provide comprehensive expertise and resources for managing various aspects of a software platform. This includes architecture design, administration, engineering, technical support, and maintaining overall platform health. The goal is to ensure optimal performance, reliability, and security of the platform, allowing businesses to focus on their core activities while leveraging specialized support.
Quality Assurance (QA) Process Consulting
Quality Assurance Process Consulting is a service that helps organizations enhance their quality assurance (QA) practices. This involves evaluating current QA processes, identifying areas for improvement, and implementing best practices. The goal is to ensure that products and services meet high standards of quality, reliability, and performance, ultimately leading to increased customer satisfaction and reduced defects.
Vendor and Solution Validation
Services that evaluate and validate vendors and solutions, ensuring they meet business requirements and industry standards before implementation.
Workforce Management (WFM) Consulting
Workforce Management (WFM) Consulting is a service that helps organizations optimize their workforce planning and operations. This includes analyzing current workforce practices, implementing best practices for scheduling, forecasting labor needs, and improving overall efficiency. The goal is to ensure the right number of employees with the right skills are available at the right times, enhancing productivity and reducing labor costs.