Contact Center Consulting

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.

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.

We take an agile approach, looking for ways to deliver value quickly all while building a foundation that transforms your customer experiences.

CONTACT CENTER CONSULTING SERVICE OFFERINGS

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.

WHY ONLINE FOR CONTACT CENTER CONSULTING?

14 YEARS
WORKING WITH CONTACT
CENTER PARTNERS

175+ COMBINED YEARS
OF CONTACT CENTER
EXPERIENCE

100+
SUCCESSFUL CONTACT
CENTER ENGAGEMENTS

CASE STUDY: Cloud Based Solution
for AG Growth International (AGI)

AGI is an agricultural equipment manufacturer with multiple divisions for products, equipment, and technology. AGI offers a suit of solutions for growing crops, moving crops to market, and processing crops.

AGI engaged Online to lead the implementation of Amazon Connect, and to help deploy a successful customer service program. The solution included documenting customer service requirements, designing and implementing call flows, training staff, and supporting data migration.

The cloud based solution has already demonstrated significant results helping a AGI contact center to work through a Midwestern storm causing outages.

BLOG: Creating an Engaged Customer Experience

"About ten years ago I was part of a team working on a product that was an early attempt to capture a 360-degree view of the customer. Back then, the concept of a 360-degree view of your customer was in its infancy – it was a new way of thinking. The industry understood that it was becoming more and more important to understand your customer’s journey..."

Join Online's Jay Gunnell in discussing how the entire dynamic between retailers and customers has changed, however with the right technology and good design strategies, any business can meet (and exceed) rising customer expectations.

BLOG: Business Resumption: Contact Centers

In the midst of the pandemic, there has been one central question occupying the thoughts of many being, "How can we maintain compliance while transitioning our contact centers (and associated business processes) to a "work from home" model?".

At Online we counter and discuss this question asking instead, "Is this a permanent change, or a short-term change that is related to business resumption?".

Level Up Your CE Game with Conversational AI

Deliver the new standard of expectation.

Conversational AI has revolutionized the next wave of customer experience. Providing dynamic rapid response solutions that are predictive, spoken in natural language, and designed by the customer.

OUR THINKING

BLOG: 20/20 Vision Requires a 360 View

By 2022, 70% of customer interactions will involve emerging technologies such as machine learning applications,
chat bots, and mobile messaging.

70% is a staggering number isn't it?
Why is this the case?

BLOG: Say What?! - Advances in Speech Recognition

Did you know that speech recognition has been a technical discipline for over 65 years?

However, with more recent advancements in the space, the conversation has changed to introduce the topic of Natural Language Speech Recognition.

CONNECT WITH OUR TEAM


JOHN LEITHEAD


Director, Customer Engagement (Canada)

PAUL GRANGER


Director, Customer Engagement (US)
Customer Experience

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