Contact Centers

Choosing an overall architecture

The first step in setting up any customer-experience transformation is establishing the right overall architecture. At UltraVox, we believe that cost efficiencies come as a result of best practice customer experience transformation. Organizations are seeking every possible advantage to move forward successfully. There are significant opportunities to enable and empower the organization with more than just technology. Customer experience, process, workflow and communication enabled by technology are key elements of every organization. A close examination of these with a goal to work differently and smarter will help streamline operations and deliver improved customer value and loyalty. We’re passionate about solving contact center challenges — whether it’s recommending a new initiative, introducing new technologies or processes, planning, designing and/or leading implementation, transferring knowledge, or adding expertise and bandwidth to client’s project teams.

No matter your center’s challenges and strategic initiatives, UltraVox is ready to partner with you to map out the next best course for elevating your center’s performance and your team’s effectiveness. We recognize that contact center solutions are only as relevant as the challenges they help solve. This is precisely why UltraVox considers every client situation from an objective, client-focused perspective. Whether clients know exactly which solutions they need, or have more of an interest in assessing their current environment against industry best practice, UltraVox is committed to identifying the best possible solution for each situation.

A true business partner to improve your contact center’s performance

You want to make sure your contact center delivers a superior customer experience. That means you need proven contact center processes and practices to complement and support your technology solution. The UltraVox Consulting team can help. Every member of our tenured team brings a breadth and depth of industry knowledge, practical expertise and passion to every customer engagement.

Breaking down organizational barriers to create a collaborative work environment will make a difference by enabling people and groups with a variety of skills to work together to achieve organizational goals while delivering expected individual contributions.

• Customer Experience
  We believe effective customer experience starts with properly understanding the problem. Effective customer experience service uses every ounce of information from each conversation to help solve, predict and plan for future interactions. Our customer experience service recommendations turn negative experiences into positive ones by making it easier for your customers to interact with you and minimizing their efforts. Customers, clients and constituents all represent the primary reason business and organizations exist. Knowing their present experience and planning their future experience will directly impact your success. It is not uncommon for their experience to vary as they conduct business and interact across many functional areas. A consistent and integrated experience will ensure you achieve maximum value from a strong relationship. We offer a very focused approach to examining your customer experience and developing strategies and implementation approaches for success. Contact us to begin establishing an outstanding customer experience for your customers.


• Customer Interaction and Contact Center
  Interacting with customers is often the center point for establishing a great experience and successful relationship. As the types of interactions continue to expand, it is more important than ever to develop strategies for traditional and progressive approaches including phone, chat, email, text messaging (SMS) and the growing use of social media. Many of these interactions occur in a contact center environment. As contact centers evolve to incorporate all types of interactions, the structure, design and technologies supporting these centers are critical for success. We offer many years of deep experience in these areas and bring a practical but progressive approach to helping you develop a highly optimized contact center environment for all types of customers. Contact us to discuss ways to make the most of every customer interaction.


• Our Guidance
  We guide and collaborate with our clients to achieve sustainable results in our focus areas. There are several guidance areas, all of which can be applied in full or in part to accomplish positive outcomes for your business. In a full cycle approach, we think of a project starting with strategy and concluding with implementation and supported by a comprehensive change management program along the way. When a full cycle is not necessary, we can apply our guidance in focused areas with deliverables to meet your needs. Below are the primary areas of guidance that will be customized for your projects.
  • Strategy – a top level view of strategic goals, objectives and approaches for change
  • Assessment – a deep review of the existing environment with observations and findings
  • Roadmap – a short, medium and long term view of how to consider change
  • Planning – a set of phases and steps with a timeline to achieve the desired change
  • Technology – a complete assessment of all key technologies to enable change and objective assistance with procurement of these technologies
  • Implementation – oversight and management of planned change, working with your teams to get things done
  • Change Management – managing change through a planned series of events and communication, from the start of a project, to ensure people are prepared and ready to positively support the desired outcomes