Contact Center Transformation Services

Contact Center Transformation Services

Outsource contact center transformation services to let us provide speed, agility, and create value for your stakeholders at just $8/hour

Contact centers often operate on old systems that prevent companies from pursuing a connected, customer-centric strategy, and nested automation solutions increase inefficiency. Digital contact center transformation technologies such as cloud-based solutions are key to strengthening customer experience. It addresses challenges by enabling agents to create, anticipate, promote, and deliver great experiences that increase customer loyalty and turn customers into advocates of services. The analysis helps organizations identify what consumers are most likely to experience and solve problems through advanced digital channels, increase the resolution of initial calls to customers, and help turn contact centers into value proposition enhancers.

Contact center transformation and customer service departments include` processes and tools that transform the flow of information and the roles of contact centers and contact center agents. If you lack the infrastructure or in-house workforce, then outsourcing to a reputed contact center transformation service providing company is the best option.

Contact Center Transformation Services We Offer

Contact center transformation not only helps optimize the customer experience but also enables your support staff to solve problems faster, giving them more time to focus on the most important issues. This type of skill conversion is widespread in digital transformation. This trend is emerging in the transformation of contact centers. Here, the technology is used to drive improvements in the operation of contact centers and is not seen in isolation but as part of an integrated and more uniform value proposition for the end-user. The services we offer in this include -

  1. Contact Center Cloud Migration

    Contact Center Cloud Migration

    To modernize operations for your contact center and upgrade with the latest technologies and solutions, switch to the power of the cloud and AI.

  2. Business Services Support

    Business Services Support

    We provide you with technology consulting, strategic consulting, support for all business needs that provide a positive experience to your customers.

  3. Mobile Applications

    Mobile Applications

    To reduce customer service turnaround times and provide an enhanced experience and engagement to customers, we provide higher and superior mobile applications.

  4. Contact Center Analytics

    Contact Center Analytics

    Using advanced AI, machine learning, and cloud solutions, we provide you with advanced analysis of all call recordings to improve customer service experience with an agent and back-office workflows and assistance.

  5. Knowledge Management and Agent Assistance

    Knowledge Management and Agent Assistance

    Our services include providing coaching, real-time assistance, and micro conversations using machine learning and AI for enhanced automation for faster and quicker customer resolutions.

  6. Omnichannel Services

    Omnichannel Services

    Flatworld Solutions provides omnichannel services and support in native languages by providing digital service in all the channels that your customers expect. Channels include messaging services like SMS, messenger, Facebook, WhatsApp, Twitter, and more.

  7. Holistic Management

    Holistic Management

    With Flatworld Solutions, omnichannel connections are managed using a holistic approach. We integrate workforce optimization, automation, analytics, and artificial intelligence across all digital and voice channels to provide complete management across the contact center.

  8. Conversational Chatbots, Social Media, AI

    Conversational Chatbots, Social Media, AI

    Flatworld Solutions is a contact center transformation service provider that provides futuristic solutions for chatbots, social media, and voice bots with digital automated solutions.

Contact Center Transformation Services Process We Follow

When you outsource contact center transformation services to FWS, your brand reputation and customer satisfaction are in the safe hands of professionals.

Here is the roadmap created for businesses that define the contact center transformation strategy and process flow -


01. Vision

We meet with stakeholders to present the future vision and agree on the new target and ensure alignment


02. Re-engineering

Once agreed and approved by stakeholders, we work on re-engineering the process and redo the operating model for the digital contact center transformation


03. Tech Architecture and Integration

We use new processes and the new vision to define the new architecture and integrate it into the contact center


04. Investment

We provide you with the breakdown of the costs and ROI, to build a high-level investment plan


05. Roadmap & Plan

We define a strategic roadmap for the deployment of the vision and creating a plan of action for the contact center transformation


06. End-user Journey

We ensure all plans are translated into processes that are easy to manage for customers and agents

Phases of Contact Center Transformation

The greatest challenge is to make necessary changes to workflows, processes, and staff to function proficiently and competently in a transformed organization.

There are 10 phases of contact center digital transformation -

  • Migration to Cloud

    Putting contact center systems on the cloud frees IT Managers and operations to concentrate more on the core business goals. Migration to the cloud is the foundation of all the other phases of the transformation.

  • Work-from-home

    Deciding what is the proportion of staff that will be working from home and establishing a work-from-home program for ongoing operations, business continuity, and disaster recovery.

  • Broadened the Contact Center Scope

    Broadening the scope of the contact center by taking responsibility for other departments and their functions to assist customers and providing the best customer experience.

  • Consolidated Front and Back Offices

    With new smart technologies, virtual agents, robotic automation, workflows, AI, and machine learning, the operating departments of the front and back office can be consolidated into one. This can improve the customer experience while ensuring employee engagement.

  • Modernized Policies and Processes

    Contact center transformation can bring about reviews of existing policies and processes and eliminate the old and upgrade to new ones to enhance customer experience. To optimize customer and agent experience, contact centers need to update with new systems, applications, and channels.

  • Staff Skill Upgrade

    Contact center transformation will lead to a skill upgrade of agents. The basic tasks of data retrieval, spell check, etc. will be eliminated and replaced by problem-solving skills, the ability to handle omnichannel interactions, and other high-level skills.

  • AI-enabled Applications

    Regardless of the size, all contact centers, once transformed, will replace their old solutions and systems with intelligent AI-enabled applications. This will be cost-beneficial and will benefit the contact center in the long run.

  • Analytics Oriented

    Contact center transformation will result in centers that are analytics-oriented. First contact resolution (FCR), revenue generation, average handling time (AHT), customer satisfaction, number of calls, calls on hold, calls transferred, timelines for emails, chats, agents' management scores, etc. can all be combined and reviewed from all perspectives.

  • Centralization, Optimization, and Automation

    AI-enabled workflow solutions and machine learning capabilities enable contact centers to revamp numerous parts and aspects of the business. The continuous improvement of the process is the ultimate goal of doing what is best suited for the contact center.

  • Emphasis on the Customer

    Contact center transformation is all about customer experience. All these phases mentioned above are intended to improve the overall customer experience.

Other Services You Can Benefit From

Why Outsource Contact Center Transformation Services to Flatworld Solutions?

The digital transformation of contact centers goes beyond the operation of contact centers, as artificial intelligence automates tasks, improves accuracy, and provides executives with insightful and timely information. Contact center transformation is a key cornerstone of a company's digital transformation, as demonstrated by the ability to deliver competing goals, customer experiences, and costs. As a leading contact center transformation service provider, FWS excellently covers these areas in addition to offering a plethora of advantages to clients, which include -

  • Reduced Costs

    Our solutions can reduce the cost drastically and significantly based on the size of the organization and the budget provided by clients.

  • Multichannel Assistance

    We offer our clients different channels of interaction according to their requirements, contact center set-up to tackle problems and issues being faced currently.

  • Integration of New Technologies

    We ensure the information available through the different channels are the same and the operators have the same tools to work with, have access to the tools, and can perform the same operations as they did with the old systems.

  • Improved Contact Center Operations

    Digital contact center transformation with Flatworld Solutions extends to contact center operations. Our solutions automate tasks, improve accuracy, and provide timely information.

  • Focused Approach

    Flatworld Solutions' focused approach towards providing end-to-end solutions for contact center transformation is to make your customers' journey delightful and provide a real and quick return of investments.

  • 24/7 Customer Support

    For the best customer experience, choose our contact center transformation services. With our outsourcing solutions and our 24/7 agents service, you can extend your contact center transformation hours so that your clients get the support they need at any time of the day or night.

  • High Scalability

    With the solutions provided by Flatworld Solutions, companies can flex the number of agents as per requirement. This will help manage the demand patterns and is an efficient way to manage growth.

  • Improved Customer Experience

    Contact center transformation will provide more convenience for customers. This will provide 24/7 support through IVRs and AI-powered chatbots. This will customers check order status, account balances, and reschedule appointments, cancel orders, and change personal details.

  • Security Solutions

    Security solutions from independent software vendors, including infrastructure security, logging, monitoring, identity, and access control, data protection, and more, can be integrated into existing systems, software, and other existing technologies to enable you to deploy a comprehensive security architecture for your existing environment on the ground.

Client Success Stories

FWS Provided Outbound Calling to an Event Management Firm to Confirm Attendee List

Flatworld Provided Outbound Calling to an Event Management Firm to Confirm Attendee List

An event management firm from the US outsourced outbound calling by trusting our ability. We trained 15 agents to work on the attendee list. The operations were scaled and the project challenges were resolved deftly.

Read more
Flatworld Provided Cold Calling Support to a Contract Research Organization

Flatworld provided Cold Calling Support to a Contract Research Organization

A contract research firm that specialized in safety and compliance of life sciences and food industry offshored cold calling support to capture the interest of prospects and turn them into warm leads.

Read more


I have been using Flatworld Solutions for the telemarketing service for the past few months and have always been completely satisfied. They do an excellent job, are always punctual, and offer the most competitive rates. They have been very reasonably priced and have done exactly what we've asked of them.

Travel solutions company in London
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Outsource Contact Center Transformation Services to Flatworld Solutions

Contact center solutions identify use cases to improve customer experience and operational efficiency. It leverages state-of-the-art technologies and develops intelligent automation solutions. Flatworld Solutions is a leading contact center transformation service providing company that recognizes customer service representatives in contact centers who go above and beyond to provide a great experience for the customers. If you are looking for a reliable, trustworthy, and experienced contact center transformation company, then you are in the right place. Start your contact center digital transformation with us to ensure that your contact center supports multi-experience and deep human engagement to increase customer loyalty and revenue.

Contact us now to get a free quote.

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Flatworld Solutions

116 Village Blvd, Suite 200, Princeton, NJ 08540


Aeon Towers, J.P. Laurel Avenue, Bajada, Davao 8000

KSS Building, Buhangin Road Cor Olive Street, Davao City 8000

Our Customers

  • Movement Mortgage
  • Alcon
  • ARI
  • Maximus
  • Redwood E-Learning Systems

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