About
A professional services team you engage, not employ.
Creative Voice Lab is an independent contact centre consultancy. We give organisations the capability they would otherwise buy from a platform vendor, without carrying it as permanent headcount or a systems integrator retainer.
We work with mid market and enterprise organisations, typically from around a hundred agent seats upwards. Engaged for the piece of work, released when it is done.
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.
Sydney, Australia. Remote first, across time zones.
Two platforms. One team.
Genesys certified
Cloud CX Professional, Multicloud CX Professional, Developer, Architect, Workforce Engagement, Scripting, Quality Management, Outbound, Predictive Engagement, Predictive Routing, Digital Bots and Knowledge.
Microsoft certified
Azure AI Engineer, Power Platform Solution Architect, Dynamics 365 Field Service Functional Consultant, Identity and Access Administrator, Teams Administrator.
How we work
A free 30 minute call
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.
A small first piece of work
Usually a readiness review or a diagnostic. Short and single deliverable, so you can judge how we work before committing to anything larger.
A written scope with exclusions
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.
Build, test and hand over
Fixed scope, defined revision rounds, a test plan against real call paths, and documentation written for the person who inherits it.
Cutover and hypercare
A planned cutover window, then a defined support period afterwards. When it ends, it ends.