CX Technology Consulting

Journey-Based CX Technology Design & Implementation

Navigate CX Technology Complexities with Ease

Our customer-first consulting approach blends deep expertise in customer experience (CX) operations and technology to create an ecosystem that exceeds customer and stakeholder expectations.

Design with Purpose

Create a technology strategy based on your customer's most important journeys.

Maximize Technology

Ensure your CX solutions meet customer and business expectations while minimizing technology debt.

Drive Scalability

Implement technology that grows with your needs.

Optimize ROI

Invest in the right CX technology solutions that deliver results.

Increase Adoption

Ensure smooth integration and usage of your CX technology.

Use CX Best Practices

Build your technology strategy on approaches that drive customer loyalty and operational efficiency.

Unify People, Processes and Technology to Power Your CX Success

People and processes are the cornerstone of a successful CX technology system. Our team of experts will guide you through seamlessly integrating all areas, from design to implementation. Download the brochure.

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Assessment

Using our proven service journey blueprinting approach, we assess your entire technology ecosystem or specific point solutions. You will receive a detailed review, identifying gaps, recommendations and next steps.

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Transformation Strategy

Your expert COPC team will craft a comprehensive strategy with a future-state roadmap and detailed action plan. You will understand the benefits, success measures, and projected ROI.

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Sourcing

If a new technology solution is needed, we help you identify, source and secure the best providers for your needs. We guide you through every step from requirements gathering to contracting.

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Implementation

From installation to post-deployment, we work closely with your team to ensure solutions meet your customer and business needs.

Our Technology Focus

With a deep and proven history of working with call centers and CX operations, your COPC team will help you determine and implement technology solutions that enable agents, customers and key support processes.

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Agent-Facing Technology

Tools that enable customer support agents such as CRMs, agent assist, or performance management.

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Customer-Facing Technology

Solutions that customers interact with such as digital applications, live chat, bots, or IVR.

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Key Support Processes

Technology that enables contact center operations including quality, WFM, training and knowledge management.

COPC Approved Technology Providers

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Our Commitment to You and Your
CX Technology Team

Cutting Edge Expertise

Access to leading CX Technology experts

Best Fit

Solutions tailored to meet your customer and business needs

Experience

Deep expertise in CX operations and advanced technology

Customer Focus

Customer-centric approach to ensure long-term success

Dedicated Partnership

Working side-by-side with your team, from strategy to implementation

Proven Best Practices

Best practices from the COPC CX Standard

COPC CX Technology Insights

AI In The Call Center Webinar

COPC Research: AI in the Call Center

For many companies AI is at the heart of their customer experience transformation. Approximately 75% of those surveyed currently use or are planning to use this technology for customer support.

Download Report
AI Advances Webinar

AI Advances: The Generation of Customer Service

The latest AI advancements can potentially transform, perhaps revolutionize customer service delivery. This webinar helps CX leaders understand Generative AI, ChatGPT, and LLMs and how they can apply them to their business.

Watch Webinar