Customer Experience ConsultingOptimize Call Center Performance, Increase Campaign Readiness
and Reduce Operating Expenses


Enterprises are looking for industry best practices, benchmarks, technology directions, roadmap and implementation experts to move their customer experience practices to next level. These decisions are crucial since this will affect the entire organization and are also capital intensive

Our Customer Service consultants work closely with clients to build world class differentiation Customer Experience. Sensiple's unique assessment methodology, refined over the years, help us to conduct and deliver an extensive analysis:

  • Integrated Self Service System
  • Roadmap to implement customer experience process improvements
  • Implement voice of customer program and Net Promoter Score (NPS)
  • Contact center operations

The top issues that contact center managers are facing today are managing multichannel customer experience, driving operational efficiency and cost savings and transitioning to a cloud based contact solution. We would be conducting a structured review of call centers. A detailed analysis of workforce management, contact center protocols, training, system configuration and data system would be carried out.

Our Assessment services include:

  • Developing or refining contact center strategy, and implementing multi-channel customer experience
  • Assessing current contact center operations, technology and develop a roadmap
  • Tracking the Right KPIs using 25 key performance indicators
  • Fine tuning automated self-service systems
  • Measuring Performance using scoring schemes
  • Assessing System Integration needs
  • Optimizing key contact center business processes

Implementation Services

Sensiple will help to strategically sequence a course for your overall implementation. Our team has carried out over 50 successful deployments, using our structured methodology. Sensiple works hand in hand with contact centers to jointly implement:

  • Advanced Voice Routing Solution
  • Speech or touchtone Self-Service IVR capability
  • Multi-channel Interaction

Our 10 years of expertise in customizing and configuring a contact center ensures that your contact center is up and running quickly with minimal stress. The typical implementation phases are:

  • Determining business requirements, roles and responsibilities. Sensiple has a track record of minimizing delays and cost escalation
  • Infrastructure, VOIP Readiness Assessment and Optimization: Infrastructure readiness survey conducted covering high level evaluation of local or wide area network infrastructure
  • Align: Sensiple team implements call flows, technology, software and functionality as defined in the user specifications
  • Connect: Integration with self-service, CTI screen pops, outbound dialing and custom reports
  • Program Rollout: Creating data layouts, on-line call guides and disposition codes
  • Assurance Testing: The implementation plan is thoroughly tested, to identify issues and resolving them
  • Education and Knowledge Transfer: Training end-users to successfully use new technology and solution features. Educational delivery plan, trouble-shooting techniques and feature/functionality media for self-training will be provided.

Key highlights

  • Onsite and remote assistance throughout the implementation process
  • Equip with tools and information, to manage the system going forward
  • Help to Achieve reasonable cost-to-serve, through consistent approaches
  • Dedicated Project Team for the entire duration of contact center implementation
  • Additional support resource during user-acceptance testing
  • Fastest Implementation rates in the industry
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Managed Services
Cloud Contact Center

Solutions Delivered

Developed and enhanced over 2,000 websites across domains

Designed and developed an official website for the mayor of a major city in the USA

Supported enterprise-level Lab Management System for a Fortune 500 Healthcare major

Established a Loan Processing System for a major bank

Developed a Real Time Trading Platform for a trading company

Provided Data Feed management services to a major Hedge fund firm with 24/7 support

Provided Application Deployment and monitoring support to a major Telecom company

Profitably implementing ITSM for a global Language Interpretation company

For the study of patients discharged from hospitals, designed HIPAA compliant Enterprise App & its Mobile version

Use of our IVR system to service high call volumes for an Airlines company, reduced cost and improved the traveler's experience

For a service center - Integrated voice authentication service with Genesys Agent Desktop

Built a test automation tool called “SWIFTest” for Functional Automation Testing

Working on a test framework for Functional Automation Testing

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