Customer Journey Consulting
Our experience in customer journey management and self-service spans technical (engineering, development, integration), design/build/test project work, operational and strategic advisory roles. The team has its roots in telecommunications and large enterprise contact centre technology.
BroadSource has worked with leading insurers, banks, utilities, telcos, retailers and government departments. The key members of the team have helped clients for over 25 years leading projects to consolidate, outsource, insource, off-shore, on-shore, automate and refresh customer interaction environments.
SECURE COMPLIANCE AT SCALE
In addition to our deep knowledge of premises based and cloud contact centre systems, BroadSource has extensive experience with information security (credit cards, personally identifiable information including health records), self-service (mouse, touch-tone and natural language speech navigated), voice biometrics, 2-way notifications by e-mail and SMS as well as web chat (manual and automated), Social Media and both “queue for me” and “personalised” callback formats.
BroadSource’s six phases of engagement are designed to guide and support clients through business improvement initiatives from inception through delivery and impact assessment.
What People Say
The BroadSource guys were the clear choice when we needed expert systems integration. They know all the key technologies we use to deliver Cloud UC, across BroadWorks our IMS and mobile network, plus how the OSS and BSS systems need to integrate into the solution. They contributed to the end to end solution.
BroadSource was instrumental in getting our platform to market and we are so glad they are now looking after our platform so we can get out and sell the services.
Their experience and global insights are unrivalled. They were, simply the difference for us.