Optimize Your Customer Experience!
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Our Consulting Services
Our data-driven, vendor-agnostic approach to consulting will help to identify and capitalize on opportunities to optimize your contact center operations. Our service model focuses on leveraging small teams of highly-skilled consultants as well as your internal resources to enable your organization to drive exceptional customer experiences at all stages in the customer life-cycle.
Performance Assessment
Our proven data-driven approach to performance analysis will enable your centers to identify and document opportunities for improvement in technology, business processes, and supporting organizational structures.
RoadMap & Planning
We will work with your team to develop solutions that are both cost-effective and achievable with clearly defined milestones and performance measures defined at each step.
Vendor Selection & Design
With over 25 years of experience in contact center solution design and implementation, our experience will ensure that your solution meets both budgetary and performance goals both in the near and long-term.
Working with ContactScope
We strive to work with our clients in a collaborative manner and place a strong emphasis on knowledge sharing and transfer at each stage of our engagement with the client. We have found over time that projects are most successful when the client is actively engaged in each phase of the project including data gathering and analysis, findings and recommendations development, solution design, and implementation. This approach tends to lead to greater ownership of both findings and deliverables and also supports knowledge transfer and training efforts.
Industry Experience
Over the course of the last 25 years, we have worked in a broad range of industries and markets including:
- Automotive
- Banking/Financial Services
- Computer/High-tech
- Defense
- Entertainment
- Healthcare
- Hotel/Casino
- Insurance
- Manufacturing / Distribution
- Telecommunications
- Utilities
Telephony Solutions (UCaaS, CCaaS, Premise)
We have experience and expertise developing and implementing solutions from most, if not all infrastructure vendors including:
- 8 x 8
- Aastra / Intecom
- Amazon Connect
- Aspect / Rockwell
- Avaya
- Cisco
- Five9
- Fujitsu
- Genesys / Interactive Intelligence (Legacy Genesys, PureConnect & PureCloud solutions)
- inContact
- Mitel
- Siemens
Ancillary Solutions / Applications
In addition, we have developed and integrated a wide variety of ancillary applications and solutions to support contact center operations including:
- Calabrio (WFM, WFO)
- Genesys WFM
- Monet (WFM)
- Nice (WFO, WFM, Merced IPM)
- Verint (WFO, WFM)
- Vendor-specific implementations for PureCloud and others)
Software/Application Experience
We have designed, implemented and integrated both custom-built and packaged/OTS solutions from vendors including but not limited to the following:
- Infor
- Oracle (including Siebel, Peoplesoft, EBS, Oracle CX/RightNow)
- Microsoft Dynamics
- Salesforce.com
- SAP (ERP and CRM solutions)
- and others
About ContactScope
History
Originally founded in 1999 and operates as an independent consulting practice. We work closely with both our clients and their selected vendors to select, design, and implement or optimize solutions that meet our client’s needs. While we do maintain strategic partnerships with companies whose products or services complement our own, we do not request, accept, or otherwise allow referral or marketing fees from vendors who support the core services our clients engage us to select, design, or implement on their behalf.
About John Rushing
John Rushing is a solutions architect with over 25 of years experience in the contact center solution space and is also a veteran of the U.S. Navy where he served for over 10 years. John has extensive expertise in contact center infrastructure and applications which he honed at MCI and Andersen Consulting prior to founding JP Rushing Consulting in 1999 and ContactScope in 2018.
Our Partners
Testimonial
I have had the good fortune of working with John on a wide variety of tactical and strategic contact center engagements. He is a talented professional who has outstanding contact center expertise including strategy, business processes, technology, performance management and organizational design. John demonstrates strong business acumen across multiple industries and is flexible and adaptable to new and changing business environments. He does a fantastic job collaborating with clients and project teams at all levels. He develops high quality deliverables and shares his technical expertise in a manner that is easy to understand. His versatility enables him to take on a variety of different roles and responsibilities based on client needs. John has an amazing ability to quickly digest large quantities of often disparate data and information. He is able to formulate accurate conclusions and actionable next steps.
Cindy Garrett, Director, Customer Experience and Contact Center Practice, West Monroe Partners
Get In Touch
15 Paradise Plaza Sarasota, FL 34239
info@contactscope.com