Your contact center is a customer experience supply and demand solution. As an enterprise, you care about how effectively this solution is being put to work, how much redundancy, irrelevance and inefficiency has built up over the years. If you want to clean out unwanted and unused configuration and optimize business performance or prepare to migrate quickly and learn as much about transformation upside prior to the migration, partner with Blackchair and bring Clarity to your business. Once you have Clarity, you can plan and accelerate your CX transformation project with a fact-based, data-driven approach.

Blackchair will automatically audit and catalog the legacy contact center estate. We will determine what is redundant CX design and quickly identify how the business is using the current CX solution. Our best in class methodology will accelerate CX transformation while optimizing people, processes, and technology into a significantly more effective CX service. The process of migrating large complex systems from any of the established Contact Center Infrastructure providers (Genesys, Avaya and Cisco) is complex due to the fact they are usually poorly documented and understood. Time pressures, staff changes, project cycles and natural reluctance to delete anything, results in legacy systems holding large amounts of redundant configuration and data that no longer have any relevance. The accumulation of redundant platform, business processes and workarounds increase over time and add time and risk to any migration effort.

Working side-by-side with Blackchair, we will provide a service to evaluate the legacy platform(s) and discuss our findings to establish the intent of CX usage against real audited data. From there, we will transform business effectiveness and meet the desired CX outcomes through this data driven approach.