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With the accelerating uptake of digital media, the role of the contact centre is changing.
Xalient Consult Services can help organisations to evolve their customer engagement in line with their overall digital transformation strategy, whether in-house or outsourced, whether in-country, multi-country or globally structured.
It is vital to delight the customer across the omni-channel experience, and as such the contact centre plays an even more important role in the customer experience.
Xalient works with customers to develop a strategy and roadmap, ensuring that contact centre advisors, processes and technology are reviewed and evolved to meet the changing needs of customers.
Once a strategy has been defined for our customers, we can evaluate products and services from the major vendors in the market. Xalient works closely with customers to assess the market offerings and provides assistance in evaluating the products from a strategic, technical and financial perspective. This includes detailed documentation of the requirements and recommendations.
Xalient is able to audit and analyse existing infrastructure and costs, and help you reduce these by leveraging its buying power with major service providers. This can be charged on a savings achieved basis in some instances.
Xalient believes you have to take a risk-based approach to deliver appropriate security. Our consultants can help you through the full lifecycle of risk management stages to ensure you know what are the right things to do for your business, how to implement them, and also how to run them effectively.
We provide independent, honest advice covering: