Digital transformation

The contact centre industry is changing, with service delivery expectations increasing along with the pressure to reduce costs. Customers now expect communications and engagement to be delivered via their preferred channels. The bar is being constantly raised, which is regularly highlighted by industry analysts who are happy to shine a light on the performance of contact centres through surveys and reports.

In response to this, contact centres are embracing digital transformation to meet changing customer demands.  However, with a wide variety of technology solutions available from a multitude of providers, it can be difficult knowing what options are best for your business.

Digital transformation covers a number of areas, ranging from implementation of new contact channels and the processes required for effective use – helping to reduce costs and improve customer experience or conversion rates, through to machine learning, artificial intelligence and automation.

‘We have the experience and expertise to provide a safe pair of hands, that is often needed when going through digital transformation.‘

Why work with CCP

Technology Network

At CCP, we’ve developed an extensive panel of contact centre technology providers, each independently vetted for suitability and capability, able to provide market-leading technology solutions in line with business needs.

We work in partnership with the leading technology providers to identify and deliver the right solutions for your business, those that will bring the greatest benefits at the most competitive price.

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‘We are independent, meaning that we do not have a preference to which provider you choose from our panel, we have already reviewed their capabilities and are confident that they can deliver.’

An independent view

We are always looking for new innovative ways to improve customer experience and our position at the heart of the contact centre industry enables us to do this. We are independent, meaning that we do not have a preference to which provider you choose from our panel, we have already reviewed their capabilities and are confident that they can deliver.

We help clients to find the right partner based on their specific needs, clearly articulating their requirements to our network. We know the right questions to ask technology providers and have the relationships to allow us to challenge directly on our client’s behalf, taking away many of the complexities of finding the right partner and implementing your chosen solution.

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More than just a broker

We realise that your journey does not stop once a suitable partner has been found, so provide further support to enable your business to maximise the potential benefits. This includes using our industry expertise and insight to keep you up to date on the latest technological advancements.

To ensure success, we make sure you have:

  • The appropriate market intelligence and reporting
  • Correctly evaluated your planning assumptions
  • An implementation plan that is appropriate to your needs

CCP Partner Development Approach

CCP’s Partner Development Approach ensures that clients have the appropriate levels of supplier escalation and governance in place, to support the ongoing evolution of their solution and any future changes to compliance that may affect roadmaps. This provides clients with confidence that their digital transformation projects will deliver success.

Need help with digital transformation? Whether it be sourcing a suitable technology provider or making sure a new or existing project is successfully implemented. Get in touch.


Acero Building
1 Concourse Way
Sheffield
S1 2BJ