Customer Engagement

Contact Center Consulting

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Our new virtual landscape has transformed contact centers to be the front door of your business.

Transforming your traditional contact centers into a central hub for customer engagement.

Using advanced technology solutions, our team helps Clients maximize and extend the value of their existing contact center investments to create a true omni-channel engagement platform.

Why Cloud?
Why Five9?
CONTACT CENTER CONSULTING SERVICE OFFERINGS

Our Customer Engagement (CE) team is focused on transforming your customers’ experience by leveraging the power of contact center solutions to proactively anticipate and address their needs across all channels.

Customer Experience Strategy
& Planning

Contact Center Optimization

Conversational Artificial Intelligence (AI)

Virtual
Agents

Cloud Contact Center Migration & Implementation

CRM Integration & Helpdesk Integration

OUR PARTNERS

Online holds preferred partner status and certifications with a number of leading contact center and customer experience platforms.

OUR WORK

FIVE9

Johnston Group Five9 Implementation

AMAZON CONNECT – AWS

Cloud Based Solution for AG Growth International

WHY ONLINE FOR CONTACT CENTER CONSULTING?

20+ YEARS
WORKING WITH CONTACT
CENTER PARTNERS

1000+ Five9 Projects Successfully Implemented

  • From 30 to 1000+ Seats
  • 10 Certified Five9 Platform Engineers
  • 4 Five9 IVA ISCE Engineers

300+ COMBINED YEARS
OF CONTACT CENTER
EXPERIENCE

Significant diverse experience and expertise deploying majority of Five9’s Solutions Portfolio

  • VCC Platforms
  • IVR & IVA
  • CRM Integrations
  • SSO
  • Secure Pay
  • Outbound
  • Omnichannel 
  • eMail, Chat, SMS/MMS

1000+
SUCCESSFUL CONTACT
CENTER ENGAGEMENTS

Salesforce experience deploying Five9 SF adapter, ListSync+, IVR Enabled Query/Updating, and Screen pop
  • 20+ Five9 – Salesforce Projects
  • 12 Five9 – Microsoft Teams Projects
  • 10 Five9 – Zoom Projects

CUSTOMER ENGAGEMENT

Creating engaging experiences at every step of the customer journey.

Experiences form impressions for your brand. These impressions are based on what your customers and employees see, what they don’t, and ultimately, how you make them feel. You must deliver, secure, personalize, and enable the experience to create engaging interactions at every step of the customer journey.

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OUR THINKING

BLOG: IVA's Your Virtual Sidekicks

You don’t have to scroll very far on LinkedIn, Forbes, or The Economist to hear about the doom and gloom of The Great Resignation. 74% of full-time employees are planning to quit their jobs in 2022. Companies are struggling to keep their workforce engaged and to keep their service levels at acceptable rates. The pandemic has changed employee expectations and the rise in remote and hybrid work means that companies need to look more closely at how they’re meeting employee needs. Now more than ever, employees expect rewarding careers that engage rather than frustrate. They seek flexibility and work-life balance.

Keep Reading
BLOG: Meet Your New Frontline

We’d like to thank everyone who joined our recent webinar where we discussed strategies for leveraging Intelligent Virtual Agents (IVAs) to enhance customer and employee experience. The webinar opened with a demonstration to showcase how AI agents and live agents can both interact with a customer over multiple communication channels such as voice, chat, and SMS. The AI agent listens, transcribes, records, and provides real-time insights to the live agent who is speaking with the customer creating an enhanced customer experience while improving operational efficiencies by collecting data along the way. What you don’t see in the demo is how voice biometrics were used to provide a very secure interaction as well as hyper-personalization.

Keep Reading

CONNECT WITH OUR TEAM

PAUL GRANGER

Director, Customer Engagement (US)

Let's Talk
Customer Experience

CHRIS THERIAULT

Director, Customer Engagement (CA)

Let's Talk
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