Customer Experience 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.

UNRIVALED EXPERTISE
BroadSource’s six phases of engagement are designed to guide and support clients through business improvement initiatives from inception through delivery and impact assessment.