Sold by: PwC UKÂ
Existing Customer Service models are outdated and unfit for purpose, with a heavy reliance on the traditional legacy contact centre systems that are often unable to offer the agility and flexibility organisations need to address the key drivers of change.
Overview
A 6 week time-boxed discovery exercise fed by a series of workshops, interviews and documentation reviews to produce a concise capability and maturity assessment output enabling a prioritised roadmap of recommendations to optimise your contact centre.
Understand how to modernise and future-proof your people, processes, data & technology for your Contact Centre.
Our team bring extensive contact centre experience and knowledge alongside Amazon Connect expertise, industry templates and accelerators to drive your contact centre transformation beginning with our capability and maturity assessment.
Assessment Deliverables
- Overall contact centre maturity output
- Detailed findings outlining current strengths, weaknesses, and opportunities for improvement for your contact centre
- Roadmap for implementing
Highlights
- Understanding of Maturity: Provides valuable insights into the efficiency, effectiveness and overall performance of your contact centre operations. Identifies areas for improvement, process optimisations, customer experience enhancements and strategies to align with industry best practices.
- Gauges Readiness: Focus on resource allocation, cost management and technology optimisation. Enables organisations to gauge their readiness for emerging trends, adapt to evolving customer expectations and drive continuous improvement in their contact centre.
- Maximising and Optimising: Together with our maturity assessment and skilled team of Amazon Connect experts, we can highlight opportunities to leverage advanced features and capabilities of the platform; ensuring your contact centre is maximising the benefits of technologies and optimising workflows
Details
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Delivery method
Deployed on AWS
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Support
Vendor support
Supported by the PwC Contact Center engagement team as part of the service delivery.