Lee Smith, Principal ConsultantContact centers play an integral part in bridging the gap between businesses and their target market while enriching customer experience and contributing to a brand’s success. Be it as the primary sales engine or as a customer service portal, contact centers make a significant impact on an organization’s bottom line. However, as present-day contact center enterprises evolve, they continue to be integrated with multiple third-party components, which are often found to be “cobbled” together. Resolving the issue is Texas-based DogFish Consulting (DFC), a leading provider of Avaya Aura Contact Center (AACC) related services. Leading with a team of world-class experts who hold extensive experience in architecting experiences with AACC, DFC dives deep into the integrations and offers customizations to build an optimal contact center environment for clients. “Be it the agent desktop or the back office data mining area, we empower the contact center management by introducing automation and providing them with a comprehensive view of the performance of their business,” explains Lee Smith, Principal Consultant at DogFish Consulting.
The DFC team is adept at efficiently assisting clients in aligning their contact center system programming interfaces to the latest release. With world-renowned experts in the field of designing and implementing omni-channel contact center solutions, DFC’s team of subject matter experts have roots in the creation of the Avaya technology and hold over 20 years of invaluable expertise in this domain. While collaborating with DFC, customers can be confident that they have the most knowledgeable team members to provide guidance and perform customizations.
When it comes to engaging with clients, the DFC team begins with listening and discerning the pain points while understanding the experiences of the end users. This information directs the DFC team toward its objective; to ensure that the client’s contact center system delights their end users by helping them engage the agents without hassle. “Be it the sale of electronic parts, purchase of membership in a non-profit organization, or luxury travel arrangements, it is all about enabling the end customers to get what they want from our client,” states Smith.
We are transitioning clients’ on-premise contact center to the cloud to bring more value to them and keep pace with their needs
To further highlight DFC’s robust capabilities, Smith shares a case study wherein DFC helped one of its clients—an international sales organization with follow-the-sun contact center operation. Upon engaging with the client, the DFC team discovered that the disaster preparedness of the client’s contact center solution had never been satisfactorily validated. The team worked closely with the client to help them upgrade to a more recent version of the Avaya technology while staging an outage to demonstrate and ensure the survivability of the solution.
DFC assisted an international banking client that had various programmatic interfaces leveraged in their contact center. In a particular instance, the client’s developers had chosen the wrong interface for handling high volume traffic, which resulted in the client’s call center failing frequently. DFC performed an audit of the client’s system and a deep dive analysis of their overall solution, thereafter guiding the client’s developers to modify their solution architecture and leverage it in a way the manufacturer had intended. With the expert advice of the DFC team, the client now conducts business is a seamless and stable manner.
DFC has also focused on expanding its expertise into the cloud to empower clients with unified communications as a service (UCaaS) and contact center as a service (CCaaS). “We see this as the future of what we are delivering and deploying; we are transitioning clients’ on-premise contact center to the cloud to bring more value to them and keep pace with their needs,” concludes Smith.