Customer Experience (CX)

- Customer journey mapping & optimization

- Omnichannel engagement strategy (voice, SMS, chat, social, email, in-app)

- AI-driven personalization & automation strategies

- Vendor selection and CX technology roadmapping

- Contact Center as a Service (CCaaS) design & deployment

- Genesys, NICE, Five9, Cisco, Talkdesk, etc. evaluations

- Digital-first call deflection (SMS, WhatsApp, Apple Business Messages, RCS, chatbots)

- Integrations with CRM (Salesforce, HubSpot, Zendesk, etc.)

- Intelligent chatbots & virtual assistants

- AI-driven customer support (knowledge base, predictive responses)

- Conversational AI for sales & support

- Apple Business Messages, WhatsApp, and Google Business Messages enablement

- Customer data platform (CDP) advisory

- Advanced analytics & reporting dashboards

- Voice of the Customer (VoC) programs

- Sentiment analysis & feedback loops

- Agent productivity tools

- Workforce optimization (WFO/WEM)

- Gamification & coaching platforms

- Remote & hybrid agent enablement

- PCI-DSS compliance for payments in contact centers

- Secure authentication & identity verification

- Privacy & consent management (GDPR, CCPA)

- Fraud detection and mitigation