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.
Genesys Agent Copilot and the new Agentic Virtual Agent, Microsoft Copilot Studio voice agents in Dynamics 365 — built on platform-native tooling, grounded in a knowledge base you control, with guardrails instead of a pilot that never leaves the sandbox.
Agentic AI enablementMenu-tree IVR redesigns and conversational self-service that recovers when a customer goes off script, instead of failing straight to a transfer. Containment measured before and after, not assumed.
IVR and virtual agent buildsReal-time and historical views built around the ten KPIs that actually answer the question being asked, with alert thresholds and a supervisor training session — not a wallboard nobody trusts.
Reporting and dashboard buildQueue and skill design that gets the right interaction to the right agent the first time, including the overflow and escalation paths everyone forgets to define.
Routing and queue designScreen pop, case creation, field mapping into Dynamics 365, Power Automate flows, and identity done properly with Entra ID — the seam where contact centre work usually breaks.
CRM and identity integrationMulti-queue migrations and new department builds off Genesys Engage, PureConnect, Avaya or Cisco, sequenced into a plan with a cutover window 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.
Frequently asked
We are an independent contact centre and CCaaS consultancy. We assess platforms before you commit budget, build the pieces that are missing — IVR, virtual agents, routing, outbound, reporting — integrate the contact centre with Dynamics 365 and identity, and run full migrations end to end. Every engagement is fixed scope and fixed fee, with the exclusions written down before you sign.
We do not publish prices, because an honest number depends on what we find. Everything is quoted as a fixed fee for a fixed scope after the free 30-minute call — or after a readiness review if the picture is genuinely unclear. You get a firm figure before anything starts, never an hourly meter.
We cover your current platform, the pain points and the goal, and you leave with a view on whether this is a platform, process or configuration problem, plus a recommended next step. It deliberately does not include live troubleshooting or a config review — that is the engagement, not the call.
Three tiers. Starter (two to four weeks) is one point solution. Standard (six to twelve weeks) bundles three to five point solutions with change management and hypercare. Enterprise (three to nine months) is multi-site or multi-brand, custom-scoped after discovery. Try the scope check for an indication of which fits.
Our depth is Genesys Cloud CX and the Microsoft estate — Dynamics 365 Customer Service, Power Platform, Azure AI and Microsoft Entra ID. We regularly assess and migrate from Genesys Engage, PureConnect, Avaya and Cisco. For other CCaaS platforms, we'll tell you honestly on the call whether we're the right people.
Yes. We're based in Sydney and work remote-first with clients worldwide — remote delivery is a large part of how engagements stay affordable. Cutover windows and hypercare hours are set around your time zone, not ours.
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.