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Contact centers often operate on old systems that prevent companies from pursuing a connected, customer-centric strategy, and nested automation solutions increase inefficiency. Digital transformation—via cloud, AI, and analytics—is key to improving Customer Experience (CX) and reducing operational waste. 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. Data analytics helps map VOC (Voice of the Customer), boost First Call Resolution (FCR), and position your contact center as a value driver.

Transformation boosts CX and frees agents to focus on Critical-to-Quality (CTQs) elements by streamlining repetitive tasks. This capability uplift aligns with Lean Six Sigma’s approach to role redefinition and waste reduction. Our digital contact center transformation services include:

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 include -

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.

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.

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.


Contact Center Analytics

Contact Center Analytics

Utilize AI and ML to analyze VOC, agent Average Handling Time (AHT), sentiment, and FCR, transforming insights into actionable service improvements.

Knowledge Management and Agent Assistance

Knowledge Management and Agent Assistance

Our services provide agents with real-time knowledge base access, automated prompts, and AI-assisted Standard Operating Procedure (SOP) guidance.


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.

Holistic Management

Holistic Management

With Flatworld Solutions, omnichannel connections are managed using a holistic approach. We unify Workforce Management (WFM), Quality Assurance (QA), AI, and analytics across every channel to enable total CX oversight and operational alignment.

Conversational Chatbots, Social Media, AI

Conversational Chatbots, Social Media, AI

At Flatworld Solutions, we deploy intelligent chatbots and voicebots that deflect Tier-1 queries, reduce AHT, and integrate with human support when needed.



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.


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 -

1

Vision

We align with key stakeholders to define CX goals, CTQs, and end-state vision.

2

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

3

Tech Architecture and Integration

Architect integrated platforms (cloud, Customer Relationship Management (CRM), WFM) to support the future-state model.

4

Investment

We provide a phased investment roadmap aligned with Return on Investment (ROI) targets to build a high-level investment plan.

5

Roadmap & Plan

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

6

End-user Journey

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

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 -

Client Success Stories

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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.

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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
Success Stories

Outsource Contact Center Transformation Services to Flatworld Solutions

For the past 20 years, we have helped leading companies across multiple industries address answering service and call center support requirements. Our comprehensive solutions are designed to improve FCR, reduce AHT, and enhance Customer Satisfaction Score (CSAT), while lowering operating costs.

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Identification of VOC-driven use cases to improve CX and process efficiency.

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AI-enabled automation and analytics to eliminate rework, reduce call volumes, and boost agent productivity

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. Let’s design a digitally intelligent, omnichannel-ready, and customer-first contact center—one that strengthens brand loyalty and delivers measurable ROI.

Contact us now for a tailored proposal. Let’s transform your contact center—together.

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WHAT WE DO IN CALL CENTER

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Movement Mortgage
Alcon
ARI
Maximus
Redwood E-Learning Systems

Call Center Services in Philippine

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USA

Flatworld Solutions

116 Village Blvd, Suite 200, Princeton, NJ 08540


PHILIPPINES

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

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


INDIA

Survey No.11, 3rd Floor, Indraprastha, Gubbi Cross, 81,

Hennur Bagalur Main Rd, Kuvempu Layout, Kothanur, Bengaluru, Karnataka 560077

Important Information: We are an offshore firm. All design calculations/permit drawings and submissions are required to comply with your country/region submission norms. Ensure that you have a Professional Engineer to advise and guide on these norms.

Important Note: For all CNC Services: You are required to provide accurate details of the shop floor, tool setup, machine availability and control systems. We base our calculations and drawings based on this input. We deal exclusively with(names of tools).

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