Professional Services - Consulting Services

GlobalConnect's skilled team of Application Consultants deliver a range of contact centre consulting engagements. The consultation process is based on our extensive hands-on experience of all aspects of contact centre and business requirements. As organisations differ in scope, issues faced and business imperatives, we adapt our approach to suit each situation.

Contact Centre Review
Application Consultants use GlobalConnect's own business systems analysis and re-design methodology to gain an understanding of your business drivers and objectives. Along with their extensive knowledge of Contact Centre technology, this enables them to make recommendations for tailoring your existing technology to achieve your current or future requirements.

A Contact Centre review can deliver tangible value to any organisation under the influence of internal, industry or market driven change. This is achieved by our structured process which matches your existing infrastructure against key commercial drivers.

Contact Centre and Automatic Call Distribution (ACD) Consultancy
Whether you are operating or planning a small single-site Contact Centre or a large multinational or virtual Contact Centre, GlobalConnect offers comprehensive solution design services. Through an in-depth understanding of your business imperatives, our Consultants can also help you optimise use of the technology you have installed.

Our highly skilled Consultants can conduct a systems audit and health check of your Contact Centre and infrastructure to ensure integrity is maintained and redundant data is removed.

GlobalConnect's Contact Centre and ACD design services start with gaining an understanding your business needs before developing a full solution design, programming and production of documentation. This service can incorporate the virtualisation of your Contact Centre from a single site to a multi-site environment spanning your enterprise.

Contact Centre Solution Implementation
GlobalConnect's Application Consultants are experts in the field of implementing customised Contact Centre solutions - from initial consultancy phases to the delivery and installation of the equipment and applications.

As well as our experience with the Avaya portfolio of Contact Centre solutions, we have skills in integrating best-of-breed solutions from our technology partners NICE, Witness Systems and Polycom, amongst others.

Applications Consultancy, Design and Integration
GlobalConnect can develop new Contact Centre applications from scope or assist by customising your current applications to enhance functionality and agent productivity. For more information see

Contact Centre Applications.

Knowledge Transfer and Demonstration
GlobalConnect offers a comprehensive range of training courses - from end-user familiarisation through to advanced administration. We also provide technical demonstration facilities and can assist with the conduct of proof-of-concept testing.

See also:
Maintenance and Managed Services
Contact Centre Applications