Four areas where we do the work.
And the people who do it.
We design, build and run customer contact on NICE CXone, NICE IEX WFM, Cognigy, Zoom and TechSee. For organisations where customer contact matters.
Our people, inside your organisation.
Architects, WFM consultants and programme managers who have done this at KPN, NS and Mazda. Temporary or long-term, inside your own team, with our partner relationships included. In the four areas above we deliver the result; here you deliver the result and we provide the capacity and the leadership.
- Target architecture and migration plan: what moves when, which integrations are critical, and what the fallback is.
- Implementing omnichannel routing across voice, chat, email, social and messaging on NICE CXone and Zoom, keeping full context on transfer - and multiple brands and languages in one environment.
- Hand-over into our own 24/7 operations, including training for administrators and supervisors, with a single point of contact.
customer contacts a year, an end-of-life platform replaced by NICE CXone in six months.
The right staffing, every day.
We build forecasting, scheduling and real-time adherence on NICE IEX WFM and CXone WFM Pro, and migrate existing WFM estates to the cloud.
- WFM business consulting: forecast accuracy, capacity planning and the business case underneath.
- Implementation, cloud migration and version upgrades from NICE IEX WFM to CXone WFM Pro.
- The BrightContact Genesys Cloud/NICE WFM Adapter - the only piece of technology we own ourselves.
agents on a single schedule, with AI/ML modules for demand forecasting.
AI that finishes the conversation.
We implement virtual agents from Cognigy, NICE and Zoom that actually complete the request, with a warm hand-over to a person the moment they cannot.
- Deciding up front which conversations lend themselves to autonomous handling - and which do not.
- Virtual agents for voice and chat on Cognigy, NICE CXone and Zoom, integrated with CRM and ERP; visual resolution with TechSee where text falls short.
- Continuous development on your own conversation data: new dialogues, quality analysis, and steering what gets handled autonomously.
Cognigy reseller for Benelux and Zoom partner - implementation, maintenance and support.
Keeps running, and keeps improving.
We monitor your environment 24/7, handle updates and security patches, advise on optimisation, and arrange the licences for NICE, Cognigy, Zoom and TechSee.
- Optimisation recommendations based on your own data: routing, forecast accuracy and AI containment.
- Proactive system monitoring, 24/7 incident resolution, updates, security patches and version upgrades.
- Licences and subscriptions for NICE CXone, NICE IEX WFM, Cognigy, Zoom and TechSee - one contract, one point of contact.
Every environment we build or migrate stays in our care afterwards - from 125 agents at Independer to 4,000+ at KPN.
Our people, inside your organisation.
Architects, WFM consultants and programme managers who have done this at KPN, NS and Mazda. Temporary or long-term, inside your own team, with our partner relationships included. In the four areas above we deliver the result; here you deliver the result and we provide the capacity and the leadership.
Architectural consulting and WFM business consulting: platform choices, target architecture and second opinion.
Programme, project and interim management for multi-year customer contact transitions.
Vendor governance: one point of contact towards NICE, Cognigy, Zoom and TechSee - NICE Gold Partner, Cognigy Benelux reseller.
P-Direkt - WFM business consulting alongside the migration from legacy to NICE IEX, around 1,000 agents.
More on people & advisoryagents on a single schedule, at KPN
employees scheduled, at Yource
monitoring, incident resolution and updates
legal cases a year, at DAS