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Our contact center services
Our comprehensive services portfolio is designed to help at every stage of your journey to digital transformation.
Briefings
Learn the basics from an expert
Calculating the ROI of AI in Your Contact Center Briefing
ROI calculators quantify the financial impact of AI solutions in contact centers. WWT's suite of calculators helps contact center leaders assess potential cost savings and efficiency gains, making it easier to secure approval for AI technologies.
Contact Center Introduction Briefing
Successful contact centers are proactive, intelligent and take advantage of AI and automation using flexible and scalable solutions. Traditional on-premise contact center solutions can be slow to react to customer demands based on limited flexibility and slow time to market. Cloud-based Contact Center platforms use modern cloud architecture that is easy to deploy and manage. Book us for this analyst-style call to discuss latest trends, modern contact center platforms, and cloud contact center as a service (CCaaS).
Infuse Google CCAI Into Your Contact Center
Consumers' expectations for seamless, surprisingly delightful experiences continue to spiral ever higher. For contact centers, consumers bring expectations that your agents already know who they are, and that they can hop across various channels to get answers to their questions and fixes their problems. Artificial intelligence (AI) is a key technology that can be used to address these challenges, increase CSAT and Net Promoter scores, decrease agent turnover and reduce process inefficiencies through the use of virtual agents and agent augmentation.
Modern Contact Center Briefing
Are you considering a digital transformation for your contact center? Our complimentary consultation provides a deep dive into the latest trends and capabilities, including AI-powered self-service, omnichannel engagement, and personalized customer journeys. We'll discuss your specific challenges and explore solutions to improve customer satisfaction, employee productivity, and overall business performance.
Workshops
Create actionable project deliverables
Contact Center Workshop
WWT's Contact Center workshop helps organizations identify areas of improvement, set priorities and reduce the complexity of vendor and solution selections.
Hybrid Work Envisioning Workshop
With hybrid work a permanent model in the workplace, organizations must fully support the seamless transition between home office and on-site work. Taking into account the networking and security challenges that arise, we help your team prioritize fit-for-purpose platforms, collaboration tools, automation and workflows required to provide hybrid-office employees with the best possible experience. This workshop is designed to help your organization build a plan to achieve your goals for a productive and secure hybrid-office business model where employees and the business thrive.
Assessments
Review and evaluate your current-state capabilities
Contact Center Artificial Intelligence Assessment
WWT offers a comprehensive examination of AI technologies aimed at optimizing the efficiency and effectiveness of contact center operations, involving various key components to enhance the overall performance of the contact center. Including speech recognition, chatbots, virtual assistants, natural language processing, automation of routine tasks, and analytics. The result is a road map and recommendations for the enhancement or implementation of specific AI technologies that best fit the organization's requirements.
Contact Center Migration Assessment
The Contact Center Migration Assessment is a comprehensive consulting engagement designed to help organizations prepare for the adoption of their new Contact Center Platform. The objective of this assessment is to identify and validate all relevant business requirements, and operational processes associated with the organization's contact center operations. By comparing the identified functionality with the platform's delivery approach, this assessment will provide all the necessary business, functional, and operational requirements to deliver the desired functionality. Upon completion, this assessment will facilitate a seamless transition to the implementation team, ensuring a smooth handover.
Those challenges include:
Assuring the new platform's implementation is delivered on time with all the requested and required features.
What function and feature gaps are obstacles to achieving expectations?
Assuring your organization's cloud adoption strategy in line with the needs of your customers and employees when it comes to engagement?
Contact Center Strategic Platform Assessment
WWT assesses a customer's current state people, process, and technology in specific areas against the Gartner top Magic Quadrant vendors. WWT Contact Center Advisory Team evaluates a customer's use of applications including Supervisor Desktop, Agent Desktop, Channel Management, Customer Self-Service, Computer Telephony Integration, Workforce Management, Quality Management, and Reporting Platforms to ensure it is maximizing the capabilities and driving success. The result is a road map and technology recommendation to the best-fit vendor that meets the customer's functional requirements.
Contact Center Health Check Assessment
A Contact Center Enterprise Health Assessment is an in-depth evaluation of the performance and health of the Contact Center solution to assess if the implementation meets the customer's requirements and functions optimally as per WWT, Cisco and industry best practices.