We serve & assist organisations looking for Contact Centre transformations, migrating from their existing Legacy platforms to Cloud Contact Centers, CCaaS, IVR development, building automation & optimise IVR/Bot/Chat flows.

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We provide tailored services ranging from design, architecture, development, operations & maintenance, and project management & operational support & maintenance.

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​We are certified in Genesys Engage, Genesys Cloud CX, Genesys Architect tool, NICE CXOne, Incontact Studio scripting, snippets, AWS Amazon Connect, Five9, Avaya Aura Communication Manager, Cisco CUCM, etc.

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Cloud Contact Centers

CCaaS, UCaaS & Legacy/On-Premise

SIP Telephony & Unified Communications

Contact Center Transformation

IVR Chat Bot flow Design & Development

Rest API Integrations

SIPREC, Voice Biometrics

 

Also Contract & Connect with us at Upwork

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We are in Contact Center Technology Industry from 27+ years & have delivered CC & UC projects of more than 100+ million USD successfully.

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Our aim is to personally serve & assist organizations, who are looking for Contact Centre transformations, Digital Transformations, Strategic advise, move from their existing Legacy platforms to Cloud, building automation & optimize IVR/Bot/Chat flows.

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We provide curated services ranging from design, architecture, development, operations & maintenance & project management.

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Our team & leadership is certified in Genesys Engage, Genesys Cloud CX, Genesys Architect tool, NICE CXOne, Incontact Studio scripting, snippets, AWS Amazon Connect, Five9, Avaya Aura Communication Manager, Cisco CUCM, etc.

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Our specialty is also to manage complex Contact Center migration projects, project management & business analytics.

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Our Complete List of Services

• Consulting, design, architecture, development, operations support & maintenance for  CCaaS, Legacy Contact Centers

• Contact Center transformations & cloud migrations

• Omnichannel support ( Voice, chat, social, whatspp etc)

• Build Twilio IVR & contact centre solutions with CRM-Integrations, and Flex customisations.
  • Designing and developing multiple Twilio Flex Plugins 
  • Full stack Twilio ecosystem customization and Flex Plugins development.
  • Integrate Twilio REST APIs, and HubSpot APIs and Twilio Flex

• IVR flow, chat flow, design, development, troubleshooting. ( Avaya Orchestration Designer, Genesys Architect, Genesys GVP, NICE CXOne Incontact studio & snippet scripting etc)

• Bot Integrations ( Amazon Lex, Google Dialogflow, Chat GPT etc)

• CRM integrations ( Salesforce, serviceNow, SAP etc

• RESTAPI Call Flow Design, development & Integrations

• Database DBA ( Oracle)

• Project Management

• Business Analytics (BA).

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Genesys Cloud CX, NICE CXOne, Twilio Flex, Twilio APIs, Amazon Connect, Serenova CXEngage, Avaya Aura, Cisco Webex, CRM Integrations, API integrations, Bot Integrations.

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Our Key skills

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• Cloud Contact Center & Digital Transformations ( Migration to CCaaS, Ongoing transformations, Upgrade projects)

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• Expert in On Premise Contact Centers ( Avaya Aura stack, Genesys Engage, Cisco)

 

• Expert in Cloud-based Contact Center’s on AWS Amazon Connect, Genesys CX and NICE CXone.

 

• CRM Integrated omnichannel solutions for Salesforce, ServiceNow, SAP Hana, Orcale Service Cloud.

 

• REST API Integrations.

 

• IP Telephony, SIP Trunking, Intelligent Routings, Automatic Call Distribution, IVR self-services design, Business & IVR Flows.

 

• Omni channel solutions including Chat, SMS, Social Media Messaging, and WebRTC.

 

• Work Force Management, NLP, Chat Bots, Outbound Dialers, CRM integrations solutions.

 

• Legacy/Hybrid Contact Centers on Avaya Aura, Oceana, Elite ACD, Proactive Contact, Cisco CUCM, and others.

 

• Extensive certifications on Avaya Aura Communication Manager & its entire stack (Avaya CM, CMS, IVRs-Orchestration designer, Session Managers, system managers, AES systems, ACD routings – VDNs/Vectoring etc. In addition, also an expert in WFM integrations ( Aspect/Alvaria WFM, Verint WFM), speech recognition, Nuance NLP, TTS etc.

 

• Avaya Upgrades to latest platform, like Avaya Experience Manager ( Chat, Chabot, social media integrations, conversational intelligence such as Google CCAI)

 

• Vikas & Team has Delivered many successful Avaya Aura large Contact Centers and customer care-related projects on Avaya solutions. 

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Certifications

• AWS Certified - Amazon Connect (Technical)

• AWS Partner - Amazon Connect  (Digital)

• AWS Partner - Amazon Connect Primer

• AWS Partner - Amazon Connect & the Control Panel (CCP)

• Five9 implementation ( VCC/inbound/outbound/blended)

• Amazon Connect: Introduction to the Administrative Interface

• Genesys Certified Professional - Interaction Dialer

• Genesys Certified professional - ICCE (Interaction center certified Engineer)

• Nice CXone Certified Implementation Partner

• Nice CXone - ACD administration

• Avaya Oceana solution Implement Certified

• Avaya Aura Communication Applications Implement

• Salesforce CRM Mountaineer Rank ( 40+badges)