Managed Customer Experience Services. CXaaS

Managed Customer Experience Services. CXaaS

Managed CX Services that Move CSAT, NPS and Cost-to-Serve

CX operations rarely fall over in one big moment.

Performance drifts when routing and automation change, knowledge gets stale, reporting fragments across tools, and the workforce plan stops matching real demand. For regulated and high-volume services, that drift creates risk as well as cost - leaders need confidence that changes are controlled, audit-friendly and adopted, and evidence that service levels, quality and customer sentiment are improving, not just being reported.

FourNet runs your CX operation as an in-life service - a controlled transition into BAU, a clear governance rhythm, and continuous optimisation backed by Customer Success. You get visible movement in NPS, CSAT, resolution speed and cost-to-serve, without destabilising live service.

Speak to our Managed Services team

Don’t settle for ‘good enough’ performance

CX operations rarely fall over in one big moment. Performance drifts when routing and automation change, knowledge gets stale, reporting fragments across tools, and the workforce plan stops matching real demand. For regulated and high-volume services, that drift creates risk as well as cost. Leaders need confidence that changes are controlled, audit-friendly and adopted – and evidence that service levels, quality and customer sentiment are improving, not just being reported.

Measurable CX improvement in live operations

  • Abandoned call reduction

    from
    24%
    →
    to
    0.8%

    Achieved through IVR and queue optimisation

  • Productivity improvement

    from
    56%
    →
    to
    87%

    Delivered in a constrained contact operation

  • Average speed of answer

    from
    46 mins
    →
    to
    <1 min

    Service recovery achieved within live operations

  • Backlog reduction

    13,000+ items

    Email and admin backlog cleared in 4 weeks

Our approach to customer experience design:

We start with an evidence-led view of your live operation: the measures you already report, the drivers underneath them, and where work is being created unnecessarily. That becomes a shared baseline and a practical improvement backlog.

Then we run a managed rhythm that keeps performance moving: stabilise what matters first, introduce change through governed releases, and measure impact after deployment so you can prove what worked. Over time, we keep the environment current - adopting platform features, tuning automation and AI, and tightening operating practices - with Customer Success and practitioners focused on sustained results.

Where managed CX services deliver measurable operational improvement

We improve routing accuracy, reduce hand-offs and remove avoidable friction so customers get answers faster and repeat demand falls.

  • from
    24%
    →
    to
    0.8%

    Abandoned call reduction

  • from
    46 mins
    →
    to
    <1 min

    ASA improvement achieved

How We Run The Services Day-to-day

  • Transition into service, done properly

    We confirm scope, demarcation and responsibilities, establish governance, and complete knowledge transfer so the service is stable from day one. You get a baseline of measures to track improvemen

  • Governance cadence that keeps control

    Weekly touchpoints deal with what's happening now. Monthly service reviews look at trends, risks, root causes and the improvement backlog, with actions logged and tracked. Executive reporting stays concise and aligned to business priorities.

  • Root cause and problem management

    Recurring issues are analysed and driven into corrective plans with clear owners and timelines. Patterns are tracked over time and fed into service improvement planning.

  • Controlled releases and adoption checks

    Platform changes, workflow updates and automation tweaks go through managed release control. We validate readiness, communicate changes, monitor adoption, and measure post-release impact to avoid capability drifting in-life.

Our Managed Customer Experience Services

Managed CX Services gives you a stable operating model, with specialist capability available when you need extra depth. Your Customer Success lead remains accountable for keeping the service moving and pulling in practitioners at the right time.

  • Workforce Optimisation

    Forecasting, scheduling, intraday control and skills planning to stabilise service levels and reduce cost-to-serve.

    Find out more

  • Interaction, Speech and Sentiment Analytics

    Evidence on what customers ask for, where journeys break, and where quality risk sits – so your backlog reflects reality.

    Find out more

  • Data & Performance Analytics

    Reporting that links operational movement to value: demand drivers, service performance, quality and benefit tracking.

    Find out more

  • AI and Automation in Customer Experience

    Agent assist, QA automation and workflow automation introduced with monitoring, governance and human oversight.

    Find out more

  • CX Service Design and Journey Optimisation

    IVR and routing redesign, channel strategy, effort mapping and failure demand reduction where operating tweaks aren't enough.

    Find out more

  • Service Governance & Optimisation

    Cadence, reporting, RCA and continual service improvement discipline across managed services.

Are you managing contact centre quality with enough evidence?

Download the deck for managed service and contact centre leaders who need continuous visibility into service quality, coaching needs and customer outcomes. It challenges manual QA and shows how analytics-led assurance can support better managed operations.

Our Approach

  • Discovery

    Review your managed service quality model

  • Analysis

    Identify blind spots in coaching, compliance and customer outcomes

  • Roadmap

    Shape a roadmap for continuous insight and improvement

"Target Group were able to plug in to FourNet’s team of contact centre experts, providing the support to really dig into challenges."
Peter O'Connor, CEO of Target Group

Sectors

Partners

We work across your estate - contact centre platforms, analytics, WFM and cloud - and stay vendor-agnostic so the service is shaped around your operating reality. Where it helps, we bring proven capability alongside leading analytics and workforce tools.

Why FourNet

  • Operate and improve, in one service

    Governance cadence, improvement backlog and release control sit inside the managed service, so optimisation doesn't depend on spare internal capacity.

  • Customer Success with practitioner depth

    A named Customer Success lead stays with your service long-term, backed by specialists in workforce, analytics, automation and journey design.

  • Safe change in complex environments

    Releases are planned around live operations, with adoption checks and post-release measurement. Where AI is introduced, we apply rules of use, monitoring and human oversight.

  • Joined-up across FourNet’s portfolio

    We connect CX to service governance and data/AI so improvements are sustained and risk is managed proportionately.

  • AI That Earns Its Place

    AI can reduce effort and speed resolution - but only if it is governed and measurable. We introduce AI as a controlled change: define the use case, set accuracy and quality thresholds, monitor exceptions, and keep humans in the loop for oversight and escalation. When the operation evolves, we tune and retest so performance doesn’t degrade quietly over time

FAQ's

  • What’s the difference between Managed CX Services and a standard support contract?

    Support resolves incidents and keeps a platform available. Managed CX Services is accountable for in-life performance: governance cadence, continuous optimisation, controlled releases and benefit tracking. You get a Customer Success lead who turns data into a backlog, runs service reviews, and keeps adoption and improvement moving when automation, routing, knowledge or workforce performance drift.

  • Can you run a co-managed model alongside our operational leadership?

    Yes. Many teams keep day-to-day leadership in-house and use FourNet for depth where it changes performance: reporting, optimisation backlog management, feature adoption, and specialist input in workforce, analytics and automation. Responsibilities are documented clearly, reviewed regularly, and adjusted as your capability and priorities evolve.

  • How do you prove progress without creating reporting noise?

    We agree a small set of KPIs leadership trusts (service level/ASA, abandon, FCR, CSAT, repeat contact, cost-to-serve) and connect them to the drivers underneath. Reviews focus on movement and actions, not dashboard theatre. Benefits are tracked over time so improvement stays visible and defensible.

  • How do you introduce automation and AI safely in live operations?

    We treat automation and AI as governed releases. We define the use case, set quality and accuracy thresholds, build escalation routes, and keep humans in the loop. We monitor exception paths and handover quality, then tune based on live evidence to prevent silent drift and avoidable downstream work.

  • How quickly can you stabilise performance?

    Stabilisation focuses on live operational levers: routing and skills alignment, IVR/queue configuration, intraday control, backlog triage and reporting clarity. We establish a baseline early and prioritise actions that protect service levels and customer experience first. Continuous optimisation follows, with measured impact after each change.

  • What do we need to have in place to start?

    You need access to the measures you already use and the people who own operational decisions. We confirm scope, responsibilities and governance, complete knowledge transfer, and establish a baseline. If data quality or reporting is fragmented, fixing that becomes an early priority so leaders can trust what they are seeing.