OUR SERVICES
CCaaS migration, CX optimisation, AI automation
Four areas of expertise, one obsession: transforming your contact centre into a strategic asset, without risk and with demonstrated ROI.
CCAAS MIGRATION
Genesys, AWS Connect, Avaya Migration
Your on-premise infrastructure is costly, ageing and inflexible. Migration to the cloud is not a question of if, but how. We have delivered hundreds of migrations without service interruption — with a proven method, a phased 10% wave cutover, and a rollback plan at every step.
CERTIFIED PLATFORMS
OBSERVED RESULTS
−20 to −40%
telecoms costs
99.95%
guaranteed SLA
8–12 weeks
go-live timeline
CX OPTIMISATION
Reduce customer friction, increase value
A stagnant NPS, a 30% abandonment rate, agents overloaded with low-value volume: these aren't inevitable. They are journey design problems. We audit, quantify, prioritise and deploy improvements with visible ROI in under 90 days.
Omnichannel audit
Maps all your customer touchpoints
Journey redesign
Based on data, not intuition
Quick wins < 2 weeks
Immediate results to prove the project's value
CX KPI management
CSAT, NPS, FCR, AHT in real time
CSAT +15–20 pts
observed results
FCR +25%
observed results
Abandonment rate −30%
observed results
AI AUTOMATION
Automate 60% of simple requests
Your agents spend 60% of their time on FAQ queries. Every interaction handled by an intelligent voicebot or chatbot frees an agent for complex requests — and reduces your cost per contact by a factor of 3.
NLU Voicebot
Natural language, no rigid decision tree
Agent Assist
Real-time suggestions during the call
AI Analytics
Automatic call reason detection
“Our agents finally handle complex requests. The bot manages the volume, they manage the relationship. That's exactly the split we were looking for.”
A major Moroccan operator · 600 agents
CLOUD ARCHITECTURE
The infrastructure that powers your CCaaS
A high-performing CCaaS rests on a solid, secure and scalable AWS/Azure infrastructure. We design the complete architecture: network, GDPR/PCI-DSS security, multi-AZ resilience, tested disaster recovery. No nasty technical surprises after go-live.
AWS Connect + Amazon Lex
Native cloud contact centre with integrated conversational AI, intelligent routing and real-time analytics.
Genesys Cloud + AWS
High-availability hybrid architecture with automatic failover and multi-region resilience.
Azure + Microsoft Teams
Native Teams integration for Microsoft organisations, with Azure AD security and M365 compliance.
FREQUENTLY ASKED QUESTIONS
Everything you need to know about CCaaS migration
Pricing, timelines, risks: honest answers to the 5 questions all our clients ask before getting started.
Do you have other questions about your CCaaS project?
Talk to a CCaaS architectWhich service matches your priority?
A free 30-min diagnostic with a senior CCaaS architect. No commitment. We'll tell you honestly whether we can help you.