End-to-end consulting, implementation, and optimization services for contact centre, customer experience, and AI environments.
CallTower Professional Services help organisations design, deploy, integrate, and continuously improve CX environments across CCaaS, AI, and unified communications.
We support every stage of your CX lifecycle:
- Selecting the right platform
- Designing your CX architecture and integrations
- Deploying and integrating your environment across CCaaS, UCaaS, CRM, and AI
- Migrating from legacy systems
- optimising performance and operations
- Scaling with AI and automation
- Supporting ongoing operations
Platforms We Support
Genesys Cloud CX | Five9 | Webex Contact centre | Zoom Contact centre | CT Contact centre
Ascend Teams Contact centre | Parloa | Emite | Aspect
What We Deliver
1. Implementation & Integration
Deploy and integrate CX platforms across your technology ecosystem.
Available as a standalone service or alongside CallTower licencing
Platform Design & Architecture
- Solution architecture for CCaaS environments
- Configuration of routing, channels, and system structure
- Interaction flows and automation logic
- AI-ready architecture designed for scalability
Implementation & Migration
- New platform deployment or transformation of existing environments
- Migration from legacy or on-prem systems to cloud
- Tenant, production, test, and development environment setup
Platform Integration
- CRM and ERP integrations (Salesforce, Dynamics, SAP)
- UCaaS integration (Microsoft Teams, Zoom, Webex)
- Virtual Agents, Agent Assist, and AI integrations
- Analytics, reporting, and dashboard integration
- Workforce Management solutions
- Third-party and custom integrations
Telephony & Connectivity
- Telephony and PSTN configuration
- Number provisioning and carrier connectivity
Data Continuity
- Maintain access to historical data, recordings, and reporting following migration with CT Recording Portal
Security & Compliance
- PCI-DSS compliant payment handling across channels
- Secure processing of sensitive customer data
2. Consulting & Advisory
Define CX strategy, platform selection, and architecture aligned to business goals and long-term scalability.
Typically delivered before or alongside implementation for complex environments.
Industry-Focused Consulting
CX strategy aligned to regulatory and operational requirements across financial services, insurance, government, municipalities, retail, and more.
CX Strategy and Lifecycle Support
- Planning new contact centre or CX initiatives
- Platform, vendor, and AI evaluation
- Supporting implementation with additional expertise
- Post-deployment optimization
- Identifying gaps, risks, and improvement opportunities
Digital Transformation Consulting
- Cloud migration strategy and readiness assessment
- Omnichannel engagement (voice and digital)
- AI adoption including Virtual Agents and Agent Assist
- Integration strategy across CRM, UCaaS, and business systems
- Platform and vendor evaluation, including RFP support
Customer Experience Consulting
- Customer journey mapping and interaction design
- CX strategy aligned to business and operational goals
- Optimization across FCR, NPS, and CSAT
- Omnichannel experience design
- Data-driven CX performance strategy
Audit and Benchmarking
- Operational and workforce assessments
- Technology and performance audits
- Benchmarking against industry standards
- Identification of inefficiencies, risks, and gaps
- Data-driven recommendations and roadmap
Workforce Optimization Consulting
- Forecasting, scheduling, and real-time adherence
- Automated scheduling and self-service tools
- Performance optimization and continuous improvement
- Manager visibility and reporting
Discovery and Requirements Definition
- CX and contact centre discovery workshops
- Business goals, workflows, and use case definition
- Functional, technical, and operational requirements documentation
3. AI & Automation
Design and implement Virtual Agents, Agent Assist, and Agentic AI using a consulting-led, full lifecycle approach powered by our in-house CallTower AI practise.
- Virtual Agents and Conversational AI
- Agent Assist and Real-Time Agent Support
- Agentic AI and Workflow Automation
- Governance, Security, and Scalability
- AI Integration Across CX Platforms and Business Systems
- AI Model Optimization and Performance Management
How We Deliver
Structured, lifecycle-driven approach
CallTower supports the full CX lifecycle through a connected services model:
Plan → Design → Deploy → optimise → Support
organisations can start with a single service or combine multiple services as needs evolve.
Our Service Areas
Ongoing Capacity Add-Ons
- Staff Augmentation
- Training & Change Management
- Managed Services & Support
Professional Services Projects
AI & Automation
- Virtual Agents
- Agent Assist
- Agentic AI
Consulting & Advisory
- Strategy
- Assessment
- Continuous Improvement
Implementation & Integration
- Integrate CCaaS
- Deploy
- Migrate
Engagement Flexibility
- Available as standalone services or combined engagements
- Delivered across North America, EMEA, and global environments
- Supports complex, regulated, and multi-platform CX ecosystems
- Designed for project-based and ongoing operational models
Common Engagements
- Legacy contact centre migrations
- AI and automation initiatives
- Microsoft Teams + CCaaS integration
- CRM and workflow integration projects
- Multi-location and global deployments
- Operational optimization initiatives
- Temporary staffing and resource gaps
- Post-deployment support and adoption
The CallTower Advantage
Why Partners Choose CallTower for Professional Services:
Proven expertise across leading CCaaS platforms – Deep experience deploying and integrating Genesys, Five9, Zoom Contact centre, Webex Contact centre, CT Contact centre, and Ascend Teams Contact centre.
End-to-end implementation and migration capabilities – From architecture and design to deployment, migration, and optimization across cloud and legacy environments.
Advanced integration across your technology ecosystem – Seamless integration with CRM, Enterprise Resource Planning (ERP), UC, Workforce Management (WFM), analytics, and business systems to ensure a fully connected contact centre.
In-house AI practise driving real CX outcomes – Dedicated CallTower AI team delivering Virtual Agents, Agent Assist, and agentic AI tailored to your environment and use cases.
Security and compliance built into every deployment – Designed to meet enterprise security requirements, including data protection, regulatory alignment, and secure system integration.
Flexible engagement model – Available with CallTower licencing or as a standalone professional services engagement.
Global delivery with enterprise-grade execution – Supports complex, multi-global-region, multi-location, multi-vendor deployments with consistent delivery and minimal disruption.
Client Success storeys
CCaaS Implementation
When EPCOR needed to move off a legacy contact centre platform, CallTower delivered a seamless migration to Genesys Cloud CX. With minimal disruption and full integration, the utility provider improved operational efficiency and customer service—without missing a beat.
CAI Automation Insurance Leader
A leading insurance provider partnered with Inoria to automate claims tasks using intelligent voicebots. The result? Faster response times, reduced manual workload for agents, and a better customer journey during stressful moments.
