CX Technology Consulting
Journey-Based CX Technology Design & Implementation
Navigate CX Technology Complexities with Ease
Our customer-first consulting approach blends deep expertise in customer experience (CX) operations and technology to create an ecosystem that meets customer and stakeholder expectations.
Design with Purpose
Create a technology strategy based on your customer's most important journeys.
Maximize Technology
Ensure your CX solutions meet customer and business expectations while minimizing technology debt.
Drive Scalability
Implement technology that grows with your needs.
Optimize ROI
Invest in the right CX technology solutions that deliver results.
Increase Adoption
Ensure smooth integration and usage of your CX technology.
Use CX Best Practices
Build your technology strategy on approaches that drive customer loyalty and operational efficiency.
Unify People, Processes and Technology to Power Your CX Success
People and processes are the cornerstone of a successful CX technology system. Our team of experts will guide you through seamlessly integrating all areas, from design to implementation. Download the brochure.
Assessment
Using our proven service journey blueprinting approach, we assess your entire technology ecosystem or specific point solutions. You will receive a detailed review, identifying gaps, recommendations and next steps.
Transformation Strategy
Your expert COPC team will craft a comprehensive strategy with a future-state roadmap and detailed action plan. You will understand the benefits, success measures, and projected ROI.
Sourcing
If a new technology solution is needed, we help you identify, source and secure the best providers for your needs. We guide you through every step from requirements gathering to contracting.
Implementation
From installation to post-deployment, we work closely with your team to ensure solutions meet your customer and business needs.
Our Technology Focus
With a deep and proven history of working with call centers and CX operations, your COPC team will help you determine and implement technology solutions that enable agents, customers and key support processes.
Agent-Facing Technology
Tools that enable customer support agents such as CRMs, agent assist, or performance management.
Customer-Facing Technology
Solutions that customers interact with such as digital applications, live chat, bots, or IVR.
Key Support Processes
Technology that enables contact center operations including quality, WFM, training and knowledge management.
COPC Approved Technology Providers
Our Commitment to You and Your
CX Technology Team
Cutting Edge Expertise
Access to leading CX Technology experts
Best Fit
Solutions tailored to meet your customer and business needs
Experience
Deep expertise in CX operations and advanced technology
Customer Focus
Customer-centric approach to ensure long-term success
Dedicated Partnership
Working side-by-side with your team, from strategy to implementation
Proven Best Practices
Best practices from the COPC CX Standard
COPC CX Technology Insights
COPC Research: AI in the Call Center
For many companies AI is at the heart of their customer experience transformation. Approximately 75% of those surveyed currently use or are planning to use this technology for customer support.
AI Advances: The Generation of Customer Service
The latest AI advancements can potentially transform, perhaps revolutionize customer service delivery. This webinar helps CX leaders understand Generative AI, ChatGPT, and LLMs and how they can apply them to their business.