Professional Services: Comprehensive Technical Solutions for CX Transformation

Our Professional Services team is the engine of your CX transformation. We specialize in designing, implementing, and optimizing complex Contact Center and Unified Communications environments. Our services are anchored by a commitment to technical excellence and are designed to deliver a measurable return on investment (ROI).

We transform technology platforms into strategic business assets.

1. Strategic & Value-Add Consulting

These services ensure your technology decisions are fully aligned with your business objectives, minimizing risk and guaranteeing maximum value before any implementation begins. We bridge the gap between technical possibility and business reality.

Service Focus	Key Deliverables & Value
Business Case & Strategic Value	Our billable Strategic Needs Assessment delivers an Outcome & Recommendations Report that includes a clear business case and realistic financial modeling. We ensure your solution is strategically aligned and prioritized for maximum financial and operational impact.
Customer Journey Optimization	We conduct an end-to-end analysis of customer and agent workflows to identify and eliminate friction points. This results in reduced operational costs, improved customer satisfaction (CSAT), and superior agent performance.
Business Unit Alignment	We partner directly with key stakeholders across your business (e.g. IT, Operations, Finance) to define common goals, ensuring the final solution drives efficiency and innovation across the entire enterprise, not just the contact center.
Specialized Resource Augmentation	Provide expert, certified resources for temporary or long-term specialized projects, filling critical technical skill gaps within your internal team with our best-in-class talent.

2. Avaya Optimization & Migration Services

We are experts at leveraging, migrating, and modernizing legacy Avaya platforms, ensuring you maximize your existing investment while strategically moving toward a cloud-based future. We handle the full range of Avaya solutions, from complex platform stabilization to full feature deployments.

Service Focus	Key Deliverables & Value
AI Integration	We connect your communication systems with advanced Artificial Intelligence, allowing for intelligent automation of routine tasks, enhanced self-service options, and real-time support for your service agents. This drives significant improvements in efficiency and customer satisfaction.
Low-Code/No-Code Workflow Design	We empower your business users to rapidly develop and modify sophisticated communication workflows using intuitive visual tools. This accelerates innovation, reduces reliance on technical teams, and allows for quick adaptation to evolving business needs.
Omnichannel Orchestration	We build unified and seamless customer journeys that span every communication channel. Our solutions ensure that customers receive a consistent, high-quality experience regardless of how they choose to interact, leading to increased satisfaction and loyalty.
Third-Party System Integration	We bridge your communication platforms with essential enterprise applications (like customer relationship management and workforce management systems). This creates a holistic view of your operations, streamlines workflows, and boosts overall productivity.
Cloud Deployment	We enable your communication infrastructure to leverage the scalability, flexibility, and resilience of cloud environments. This helps reduce operational costs, enhances business continuity, and ensures your systems are agile and future-ready.
Avaya IVR Capabilities	We provide expertise in the Avaya Experience Portal (AEP) to deliver highly scalable and intelligent self-service applications, allowing organizations to automate routine inquiries, offer personalized options, and manage complex automated call flows. Export to Sheets

3. Modern Infrastructure & Security

These services represent our core capabilities for modernizing your communication ecosystem, ensuring high performance, seamless integration, and future-proofing.

Service Focus	Key Deliverables & Value
Platform Integration (iPaaS)	We use our iPaaS expertise to securely connect communication platforms to a multitude of other enterprise applications and channels. This allows for the orchestration of unified workflows across systems, automating complex business processes and providing a seamless customer experience. Export to Sheets
Protecting Communication Systems	We deploy advanced Session Border Controller (SBC) analytics to monitor real-time traffic, identify malicious patterns, and automatically block suspicious calls. We also implement centralized logging platforms to proactively monitor system health and quickly resolve issues, significantly reducing downtime.