Contact center technology implementation, done right.

We work with CCaaS, UCaaS, workforce management, quality, conversational AI, and more.

Yes, we handle the full lifecycle of technology platforms from strategy to partner selection through implementation and on-going management.

There are a lot of variables to consider - how many platforms for integration, the complexity of the architecture, the number of channels, and the size of the operation. At the short end, simple implementations or optimizations are 6-8 weeks; more complex projects can be 6+ months.

If you're interested in discussing your project, please contact us to schedule a 15-minute call.

Once you have selected the platform, the key steps are validating requirements, collaborating with the platform provider on the configuration and build of the platform, identifying the training needs, and then rolling out the platform with appropriate support and hypercare. This is predicated on doing some operational planning for how the go live will work and determine your operating model for how you will manage the platform and system changes once you cut over.

One of the key aspects is ensuring you have enough resources supporting the transition process - internally, from the platform provider, and if you need more expert help on the internal side, from a consulting partner that can guide you through the process.

Integration needs are critical to identify early in the selection process and validate during vendor discussions and confirmation of requirements. An important way to have these conversations is to identify what CRM or tool integration you need including the use cases so that you have a concrete understanding of what works and what might be different.