Contact Center Maturity Assessment

A Strategic Roadmap for Contact Center Excellence 

Get More Information

IIs your contact center held back by outdated technology, fragmented data, or inefficient processes? Today's leading businesses recognize that a mature contact center is crucial for exceptional customer experiences and achieving strategic goals. Burwood Group's Contact Center Maturity Assessment provides a clear path to overcome these limitations, optimize your operations, and unlock the full potential of your customer interactions. 

Assessment Scope

Burwood’s readiness assessment scope includes:

  • Environmental analysis: We delve into your current contact center environment to understand its strengths, weaknesses, and areas causing friction. This helps identify how your existing infrastructure impacts operational efficiency and the customer experience. 

  • Discovery of desired capabilities: We work with you to define your ideal future state, aligning contact center capabilities with your overall business objectives and the evolving needs of your customers. 

  • Evaluate technology and vendor options based on industry best practice: Our experts assess available technologies and vendors to ensure your contact center is equipped with solutions that enhance agent productivity, improve customer interactions, and drive innovation. 

  • Identify areas of opportunity and target outcomes: We pinpoint specific areas where improvements can lead to tangible results, such as increased customer satisfaction, reduced operational costs, and enhanced revenue generation. 

  • Analyze assessment findings: We synthesize our findings into a clear and concise report, providing actionable insights that enable you to prioritize initiatives and make informed decisions about your contact center strategy. 

Assessment Deliverables

We believe in providing actionable results to our clients, no matter the size or scope of our engagement. Following the workshop you will have:

  • Cloud solution recommendations and rationale for recommendations

  • Framework for prioritizing and sequencing initiatives to address areas of opportunity

Why Burwood Group?

Technology system planning, design, and implementation are the foundation of Burwood Group’s 25+ years as an IT consulting and integration firm. From implementing VoIP in 1997 to architecting hybrid cloud environments in 2018, our consultants thrive on creating sophisticated solutions for complex problems.

Today, we carry these decades of expertise towards helping clients leverage existing investments with new automation and cloud-based opportunities to create the ideal, customized IT infrastructure environment. Cloud strategy, migration, security, and management are all part of our Cloud Enablement solution portfolio. We draw on cross-industry expertise and strategic partners to develop custom public, private, and hybrid cloud environments that support business applications and users.