Identify the right technology solution for your CX goals
FourNet’s Contact Centre Technology Matrix (CCTM) is a step-by-step diagnostic process to identify the right technology solution to deliver your Customer Experience (CX) goals. Run by one of our Contact Centre Specialist Solutions Architects these facilitated sessions capture your CX objectives and your current processes, challenges and responsibilities for your customers, agents, supervisors and management.
Once you have identified your overall CX goals and baselined your current capabilities, our Solutions Architect then conducts a deep dive into required functionality. This creates a detailed statement of work, helps prioritise critical requirements and enables them to recommend the most appropriate technology solution to deliver your CX goals.
The analysis of these findings forms the basis of the solutions requirement documentation and shortlists the most appropriate technology solution. The CCTM also sets a baseline for current contact centre performance, prioritises opportunities and sets a benchmark for how the improvements the solution is to deliver can be measured.
"A hugely useful process. It helped us to consolidate and clarify our thinking about what the requirements were from a customer, agent and management perspective. FourNet's CCTM exercise enabled us to prioritise our requirements and helped us shortlist the appropriate technology solution to deliver our CX goals."
Director of Transformation, Major Insurance Company
"Really helpful. We were able to clearly scope and prioritise our requirements. There were a lot of features that we would have missed from our scope if we hadn't worked with FourNet's solutions team on the Contact Centre Technology Matrix."
Head of Contact Centre, Local Government
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