Customer Journey Consulting

CONSULTING

Frictionless Customer Experiences

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
Mission Critical Customer Care
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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.

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

REVIEW

 Practical Contact Centre implementation and operational experience means the team is well qualified to lead the teams in review of the Current State and Desired State capturing the high level requirements.

The team then details gaps, risks, barriers and benefits between current and future states.

CAPTURE AND PLAN

Customer Journey mapping workshop(s), observation and interview within the current environment is a key step.

Workshops and interview schedules are constructed for each engagement to ensure the full set of user, administration, support and management roles are covered.

ASSESS AND RECOMMEND

We quantify timing, costs and benefits of the recommended changes to the current state and seek business ratification for each.

BroadSource will advise the parts of a customer’s technology infrastructure that are suitable for retention, expansion, augmentation or replacement.

APPROACH AND INVESTMENT

BroadSource guides our customers through the prioritisation of needs and the associated investment sequence based on the benefits delivered to the business.

With investment initiatives agreed, BroadSource guides our customers through implementation planning that shows when capability becomes available and the impact on customers, financials and technology.

SOLUTION AND SELECTION

Our experience as operators and architects of the world's most sophisticated Contact Centres means we are well qualified to prepare formal Tender documents and issue to a select group of respondents with the intention of producing three viable quotations.

BroadSource will prepare a comparison of responses and manage commercial discussions with the preferred respondent.

DELIVER AND MEASURE

We manage the vendor delivery process, delivering the solution in three streams: Data Network, Telephony and Contact Centre.

BroadSource will finalise the delivery through a Project Post Implementation Review (PIR) which will summarise challenges experienced and overcome through delivery and potentially recommend improvements to better manage future initiatives.

TESTIMONIALS

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.

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MARCO WASSINK Program Manager Vodafone Germany

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.

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NIGEL KESWICK Managing Director Novum Networks

Their experience and global insights are unrivalled. They were, simply the difference for us.

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GRAHAM EVANS General Manager Vocus Communications
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