Technology Practice

The CXFO has designed the technology practice to streamline CX & Contact Centre technology procurement for corporate members. From discovery to delivery, our team offers impartial advice and expertise to collaborate on the journey to understanding technology, vendors and solutions in the market.

This service has been built as a value add from the feedback regarding the time, effort & cost a business has to allocate when evaluating the market, wading through the noise & performing the necessary due diligence required to procure CX technology that delivers tangible ROI.

We are able to provide solutions for the entire CX & Contact Centre technology stack or specific areas:

A MODERN CONTACT CENTRE PLATFORM
OUTCOMES THE RIGHT TECHNOLOGY DELIVERS

Revenue
Generation

Contact Centre Profits

  • Reduce abandonment rate
  • Expand upsell opportunities
  • Increase customer lifetime value

Revenue Throughout

  • Improve close rate
  • improve agent productivity
  • Increase contacts per agent

Digital Business Strategy

  • 360 customer view
  • Mulit-channel customer engagement
  • Social monitoring / engagement

Customer
Experience

Digital Transformation

  • Seamless & Integrated experiences
  • Proactively engage customers
  • Improve analytics

First-contact resolution

  • Optimise routing decisions
  • Improve agent knowledge
  • Increase conversion rates

Customer Retention

  • Decrease detractors
  • Increase brand promotors
  • Improve customer loyalty

Operational
Agility

Technology Reliability

  • Self-healing architecture
  • Scalability
  • Uptime and availability

Simplified System Administration

  • Configured vs engineered
  • Automated updates
  • Realtime engagement

Digital Business Strategy

  • Operate via a single screen
  • Integrated with CRM
  • Provide self-service opportunities

Operational
Efficiency

Agent Engagement

  • Knowledge Base Integration
  • Improve Quality Management
  • Next best step prompting

Operational Expenses

  • Decrease IT headcount
  • Reduce AHT
  • Reduce interaction volume

Optimisation and Automation

  • Service customers 24/7
  • Identify opportunities to act on
  • Virtual Assistant and Chatbots
THE CXFO ADVANTAGE

The CXFO supports fully managed procurement processes alongside your team that removes stress &  de-risks buying the technology, meaning we focus on the vendors, so you focus on finding the best fit for the business.

CX Strategy

We partner with you to define your specific needs and ideal future state.

CX Enablement

We help you enable the people processes and technologies to achieve a best-in-class customer experience

CX Success

We offer solutions to enable your organisation to unlock and realise the value of your contact centre business transformation

CX Strategy

We partner with you to define your specific needs and ideal future state.

CX Enablement

We help you enable the people processes and technologies to achieve a best-in-class customer experience

CX Success

We offer solutions to enable your organisation to unlock and realise the value of your contact centre business transformation

How To Get Started

During your onboarding, out team will engage with you to understand how the CXFO can support your organisation – as part of this process, we will undertake the following activities 

  • Meet and Greet
  • Free CXFO Audit Report

Should technology be a frustration, our Technology Practice Lead James Connors will work with you to understand your challenges and ideal future state for the technology that underpins your CX strategy.

Existing members can also take advantage of this service by speaking to the CXFO team

Location

Onsite or remote

Cost

Complimentary

Here at the CXFO, we understand IT vendors’ sales resources, tactics, tender processes and capabilities of each solution. The technology practice helps navigate the complex, fast paced IT market to remove risk, cost and hassle from the procurement process, ensuring you get the right solution at a competitive price. We have carefully built this process for our corporate members 

Get in touch with out Technology Practice Director, James Connors

Click Here

Download the Technology Practice Brochure which includes:

  • Outcomes the right technology delivers
  • What ROI is Achievable
  • How we work
  • Our Portfolio
  • Integrate your wider IT Eco-System