Live, without your customers noticing.
We build enterprise contact centres on NICE CXone and Zoom and move existing estates to the cloud, including the integrations with CRM, ERP and telephony.
A migration is rarely a purely technical problem. The routing that grew over years, the integrations nobody fully remembers, the peak that lands right in the switch-over week: that is where the risk sits. So we start with the target architecture and the fallback, not with the build.
Target architecture and migration plan
What moves when, which integrations are critical, and what the fallback is if something does not work. We map the existing routing, queues and skills, decide what moves and what lapses, and record who decides at each step. That plan is the document the rest of the project steers on.
Implementing omnichannel routing
Voice, chat, email, social and messaging on NICE CXone and Zoom, keeping full context on transfer so a customer does not have to start over. Multiple brands and languages can live in one environment, with routing of their own per brand. At NS this meant 2 million calls, 800,000 chats and 600,000 social messages a year in a single routing layer.
Hand-over into our own 24/7 operations
After go-live the environment stays in our care. Administrators and supervisors are trained on the new setup, and there is a single point of contact instead of a chain of suppliers. That is deliberately not a separate quote afterwards, but part of the same engagement.
Three migrations, three different starting points.
from start to live on NICE CXone, including WFM and quality management.
customer contacts a year. End-of-life platform replaced in six months, with 125 agents.
legal cases in 2023. Avaya replaced by NICE CXone, with chat, WhatsApp and Teams.
What clients usually ask first.
Curious what a migration wouldcost you in time and risk?
Book a call and get a first estimate of lead time, integrations and points of attention.