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Providing Deep Expertise for Your Contact Center Needs

Our veteran contact center management professionals bring a full spectrum of customer service and
support credentials to consulting. Each brings more than twenty years of relevant experience to every
engagement. Our consultants have worked as both internal employees, including senior leaders for large
and multi-site Fortune 500 operations, as well as consulting specialists in the successful design and
deployment of contact center operations of similar size and magnitude.

Focused on our Client Interests

Contact Center 411 is focused on the interests of our clients when it comes to selecting vendors of any
type, including contact center technology, supplemental specialty expertise, or services like outsourcing.

We make a significant effort to stay in touch and maintain relationships with a variety of providers in all
areas. We keep our finger on the pulse of the latest industry developments so that we are well-informed
about multiple providers’ available capabilities and relative strengths and weaknesses. This enables us
to maintain our ability to identify potential sources of solutions to client needs.

We do not engage in arrangements that would compromise our objectivity when we are in the position of making selection recommendations to our clients.

As recognized leaders and innovators in our industry, we
establish vendor relationships by understanding their capabilities, identifying the best fit for client
requirements, being effective implementation partners, and ensuring an optimal deployment that will
benefit them by driving client satisfaction with their products or services.

Broad Industry Experience
with a Contact Center Focus

Our extensive experience in telecommunications, travel, healthcare, utility, automotive, financial
services, life sciences and more gives us deep insight specific to these industries and allows us to design
well-tailored solutions for each. We keep up with contact center related technologies and
communication channels as they advance and new ones are introduced. We use the latest in industry
information as well as our past experience implementing many new channels and technologies to shape
best practices in the industry as technologies and customer experience expectations evolve.

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