CONTACT CENTRE CONSULTANTS

The Contact Centre is one of the fastest moving areas of telecoms right now, with innovations in management, routing, new media, optimisation and regulation, not to mention AI, machine learning, IoT and self-service.

 

We know the importance and responsibility of the contact centre and we have the skills knowledge and experience to assist.

CONTACT US TO START YOUR PROJECT:

Facilitating Change for a Better Customer Experience

Soniza are independent Contact Centre Consultants, Our Consultants focus on what matters in a contact centre, (not the latest fad) and help provide a better, more optimal experience for your customers. We pride ourselves on being ahead of the game, making sure new opportunities can be exploited and new technologies evaluated based on real-world experience.

 

We work to help define your contact centre strategy mapping this to the business requirements, solution design, functionality and budget.

 

Our extensive experience in the contact centre market has helped customers successfully channel shift customer interactions, implement new technology and helped reduce cost by deploying innovative thinking.

 

Contact Centre Consultancy Services

 

Expertise

We pride ourselves on being ahead of the market, knowing where technology works and where it doesn't. From the latest multimedia innovations to achieving customer channel shift. We've helped some of the best-known companies in the world optimise and innovate how they interact with their customers.

Experience

Soniza's clients include: Penguin Random House, The Economist, Bestways, Shelter DAC Beachcroft, RPC, Hyde Housing, The IET, The Illuminated River Foundation, BITC, Quantum Plus, Bath ASU, Taylor Wimpey, Morgan Sindall, Keepmoat, Diabetes UK and many more... 

Resource

Soniza's team of lead consultants, support consultants, data analysts and project managers guarantee that the right skills are deployed at the right time to maximise investment, keep costs low and ensure the right resource is available throughout the lifetime of a project.

CONTACT CENTRE STRATEGY

Customer demands are higher than ever, 24x7 services, the increasing options for clients to self-serve and demand for numerous multi-media channels means that having an informed Contact Centre Strategy is vital to increase customer satisfaction. 

 

A good contact centre strategy should look at both internal outcomes (what you want to achieve) and external outcomes (what do your clients want to achieve).  We’ve helped many clients realise their goals based on real-world pragmatic experience. We understand the market and through working with our clients understand the demands of the modern customer experience.

 

To find out more about our approach to strategy click here, or to talk to one of our consultants please contact us.

 
 

CONTACT CENTRE PROCUREMENT

At Soniza we understand the challenges of contact centre procurement but through years of experience, market knowledge and by understanding the technology, we can help you navigate to the right solution.

 

Soniza are continually running procurement for Contact Centre solutions, encompassing the requirements, solution design, implementation, support and commercial negotiation. We have the processes, documentation, experience and technical knowledge to ensure an efficient and auditable procurement process.

 

Whether the project outcomes are a reduction in operating cost, better management, transparency or increased functionality, our consultants work closely with you to ensure that the right solution, partner and commercial deal is achieved.

Contact us now for a free consultation or click here to learn more about our procurement process.

 

The start of many Contact Centre projects is the ability to map how the current operations.  Mapping these interactions is the start of making your contact centre more efficient and providing a better experience for your agents and customers.

 

Soniza undertake an extensive audit of each touchpoint between you and your customers. We will map all interaction paths, including IVR's, queues, calls, emails, instant messages, videos, text messages, social media routes through to be 'answered' and what happens afterwards.  advise on how these channels can be optimised.

 

We advise on how each channel can be optimised and is it achieving what the goals are or are there other options to be investigated.

 

Contact us now to speak to one of our consultants and discuss how we can help map out your customer journey.

Contact Details

E: info@soniza.co.uk

T: 0800 334 5878

Careers

 

Network Consultant

Soniza are looking for an experienced network consultant with at least 3 years experience working with enterprise organisations.

 

Data Analyst

An exciting opportunity to join a fast paced dynamic consultancy. 

Company Details

 

Soniza London Office: 50 Liverpool Street, London, EC2M 7PR

Soniza Midlands Office: Pattinson House, Oak Park, East Road, Sleaford, NG34 7EQ

Soniza Ltd are registered in England under company number 09962309. Our registered office address is: Telecoms House, 125 - 135 Preston Road, Brighton, East Sussex, BN1 6AF, UK.