Contact centre & CCaaS consultancy
Contact centre platforms fail for boring reasons: routing nobody owns, an IVR that grew by accident, reporting that cannot answer the question being asked. We migrate, build, integrate and audit those platforms — and we tell you plainly which of the three your problem actually is.
Remote-first. Fixed scope, fixed fee, written exclusions.
What we do
Every engagement is fixed-scope and fixed-fee, with the exclusions written down before you sign rather than discovered halfway through.
A readiness review or a full health check that tells you what you are really dealing with — what will not port cleanly, where the risk sits, and whether the problem is the platform, the process, or the configuration.
Readiness reviews and auditsIVR redesigns, virtual agents, skills-based routing, real-time and historical dashboards. Each one a defined build with a capped scope, a test plan and documentation you keep.
Point solutionsThe contact centre is only as good as what it can see. Screen pop, case creation, field mapping into Dynamics 365, Power Automate flows, and identity done properly with Entra ID.
CRM and identity integrationMulti-queue migrations and new department builds, sequenced into a plan with a cutover window, enablement material for the people who have to use it, and hypercare afterwards.
Engagement tiersWhy this combination is hard to hire
The work that goes wrong is almost always at the seam between them: the routing is fine, the CRM is fine, and the handover between the two loses the customer's context. Getting that seam right needs someone who is certified on both sides of it, not two vendors pointing at each other.
That is the whole reason this practice exists. One team, one accountable scope, covering the platform, the integration, the identity model and the reporting.
Our people hold Genesys Cloud CX and Multicloud CX professional certifications, with developer, architect, WEM, scripting, quality management, outbound, AI and digital bots credentials behind them.
Power Platform solution architects, Azure AI engineers, Dynamics 365 field service consultants, and identity and Teams administrators — the other half of the seam.
We do not resell licences and we take no vendor commission. If the honest answer is that you do not need the project, that is the answer you get.
Scope check
Five questions, no email address required. This tells you which engagement fits and what it includes. It does not produce a quote: exact scope is confirmed on a call.
About
Creative Voice Lab is an independent contact centre consultancy. We give organisations the professional services capability they would otherwise buy from a platform vendor — the certifications, the delivery discipline, the written scope — without carrying it as permanent headcount or a systems integrator retainer. Engaged for the piece of work, released when it is done.
We work with mid-market and enterprise organisations — typically from around a hundred agent seats upwards — who need a specific platform problem solved properly, and who would rather not carry a large systems integrator to do it.
Our people are certified on both sides of the seam where contact centre work usually breaks: the platform itself, and the CRM, identity and AI estate around it. That is what lets us take responsibility for the whole path — from the moment an interaction arrives to the moment the case is written into Dynamics 365 and the agent's access is governed properly in Entra ID.
Between us we have delivered CCaaS migrations at both ends of the scale, from single-department moves through to large multi-brand programmes, alongside integration, platform modernisation and omnichannel routing design.
Integrity over upsell.
We publish what each package excludes as prominently as what it includes, and we say so when a smaller engagement would serve you better. It is a slower way to grow and a much better way to keep clients. We are based in Sydney, Australia, and work remote-first across time zones.
Held across our team.
The other half of the seam.
How we work
Current platform, pain points, goals. You leave with a view on whether this is a platform, process or configuration problem — and what the sensible next step is. No live troubleshooting, because that is the engagement rather than the call.
Usually a readiness review or a health check. Short, single-deliverable, and designed so you can judge how we work before committing to anything larger.
What is included, what is not, what we need from you and by when — plus what happens to the timeline if those things arrive late. All of it agreed before work starts.
Fixed scope, defined revision rounds, a test plan against real call paths, and documentation written for the person who inherits it rather than for the invoice.
A planned cutover window, then a defined support period afterwards. When it ends, it ends — no rolling retainer you have to remember to cancel.
Insights
Practical write-ups on the things that actually derail contact centre projects.
Thirty minutes, no charge, no obligation. Bring the problem as you understand it and we will tell you honestly what it looks like from where we sit.