CX Assessment & Audit

Systems Audit

The success of any migration project is all in the planning.  A first and most critical step to moving to a new business telephone and contact center solution is in the detailed analysis of how it works today.​

Our team will invest the necessary time to learn about your configuration, your reporting requirements, your current licensing model.  We will ensure that we engineer a telephony and contact center solution that improves your customers journey while ensuring you are leveraging the proper technology features and rightsizing your existing license, as the saying goes, “an ounce of prevention is worth a pound of cure”.​

As part of our design process we will look to factor in intelligence into the entire solution and leverage AI where it makes sense.​

A successful example; a banking customer requested we redesign their contact center as they had a staffing problem which drove up the wait time in their queues.  With an integration to their core banking application we were able to automate several functions, expedite authentication and reduce talk time by fifty percent.  This reduced queue time and increase customer satisfaction while also reducing the required FTE’s to meet their service level objectives.​

A properly engineered CX solution will always save money and increase customer satisfaction.​