We are specialists in contact centre, back office and digital CX operations

Our entire focus is on improving the operational and the digital customer experience whilst lowering costs. We know the market, its heritage and its future. We understand legacy technologies and emerging solutions; we know the established providers and the disruptors, and often the people behind them – a vital insight into their long-term viability. And we can pinpoint exactly what mix of those is needed to sustain the customer experience you want to provide. 

We are highly experienced in leading and transforming sales & service operations

Our team have a wealth of first-hand experience in managing and transforming large CX operations, procuring solutions and deploying new CX technology for our clients. We put that to work to maximise value and minimise risk for you. We know that technology has a significant role to play in CX transformation, but that technology deployment should only be considered once the basics of CX have been addressed.

We are proudly independent

Though we know the contact centre technology market exceptionally well, we are wholly independent of software and solution vendors. So you can be confident that any technology recommendations we make will be based on what’s best for your business and the issues you’re seeking to address. 

We offer a comprehensive solution from strategy to delivery

With a diverse team of consultants, analysts and change specialists, plus a network of trusted experts, our approach doesn’t end with a series of recommendations: we are ready to support you through op model redesign, solution procurement and implementation. Our expertise covers not only the technology itself, but also skills training and process and people change, as part of a business-led approach to transformation. 

We understand regulated markets

While we work across different sectors, as part of the S&A Group we have particular expertise in supporting businesses in regulated industries: finance, insurance, communications and utilities. We understand the specific requirements and can help you find specialist technology solutions to facilitate compliance. 

We deliver value quickly

Everything we do is based on measurable outcomes – whether that’s a financial return on investment or tangible improvements to the customer experience. We plan our projects to deliver the initial value quickly, and then provide further gains into the long term.