On-demand consulting, strategic planning, or flexible staffing. Here's a look at how the team has helped organizations improve customer experience and contact center performance.
In 2026, the team delivered an Amazon Connect migration that increased the client's functionality and reporting, and supported the transition of admin ownership to the client's team, including training.
A multi-brand e-commerce business was struggling with scattered support teams and seasonal staffing headaches. The team unified support for multiple brands under one streamlined system, delivering: a single platform for all brands (no more silos); multi-skilled full-time and gig agents to flex with demand; rapid scaling during peak seasons, with no need for new hires or training; consistent, high-quality service across every brand. The business now adapts instantly to seasonal spikes, saves on recruitment costs, and maintains seamless customer support year-round.
A non-profit organization sought to maximize the value of their operational data. The team modernized their data model, incorporating speech analytics and third-party data sources, and developed business visualization and workflow analytics. By transforming their data strategy, we helped them streamline operations, enhance efficiency, and optimize resource allocation.
A financial institution faced a surge in call volume during a hiring freeze, creating operational strain and longer wait times. The team designed and deployed a conversational chatbot that seamlessly integrated with their banking platforms, improving employee availability and speeding up customer support.
A rapidly growing organization sought greater consistency in leadership across departments, as inconsistencies in supervisor management were impacting team performance and morale. The team developed a custom audit package to standardize leadership practices, ensuring a unified approach to team management, creating a more engaged, motivated, and stable workforce.
A growing organization needed modern contact center technology but lacked the right infrastructure. The team designed and implemented an Amazon Connect CCaaS platform, delivering enhanced call treatment and routing, AI-driven speech analytics and reporting, custom IVR messaging, and a 12% reduction in technology spend, empowering agents with better tools while cutting costs.
A non-profit organization needed a better way to leverage its operational data. The team modernized their data model, incorporating speech analytics, proprietary in-house CRM data, Data.gov enrichment, and operational visualization and workflow analytics, helping them streamline operations, reduce errors, and drive smarter decision-making.
A financial institution faced overwhelming call volumes during a hiring freeze. The team designed and implemented a conversational chatbot, fully integrated with their AWS Connect CCaaS platform and banking systems, increasing agent availability for high-value interactions and reducing wait times.
An organization struggling with contact insight adoption needed a scalable solution to deliver actionable data to their vast workforce. The team led in-house development and PMO teams to architect a speech analytics solution, leveraging Cloud and SaaS technologies to transform raw data into meaningful, accessible insights.
