Solutions/Customer Experience
Contact center modernization, one phase at a time.
Legacy contact centers were built for business-hours phone calls. We help you move to a modern platform that handles every channel, puts AI to work on routine requests, and keeps improving after go-live.
Signs It’s Time to Modernize
Customers now expect help on their channel of choice, at any hour, without repeating themselves. Legacy systems weren’t built for that, and every workaround adds cost.
If several of these sound familiar, your contact center is costing more than it should.
Long hold times
Queues grow during peaks, and customers give up before they reach anyone.
Agents juggle systems
Multiple screens and logins for every interaction.
Growth means headcount
The only way to handle more volume is to hire more agents.
QA sees a fraction
Manual reviews cover only a small share of interactions.
What a Modern Contact Center Looks Like
Every channel, intelligent routing, and AI that supports your agents.
Omnichannel by design
Voice, chat, SMS, email, and social feed one agent desktop with full conversation history.
AI for routine work
Conversational AI resolves password resets, order status, and scheduling without an agent.
Intelligent routing
Contacts reach the best resource based on issue type, customer value, skills, and wait times.
Real-time agent support
AI surfaces knowledge articles, compliance prompts, and sentiment alerts as conversations happen.
Full quality visibility
Every interaction evaluated automatically instead of a small manual sample.
Workforce optimization
Forecasting and scheduling that match staffing to demand.
Who Contact Center Modernization Is For
Contact centers built for business-hours phone calls that now have to handle every channel, at every hour. If growth means hiring more agents and quality reviews only see a sample, it’s time to modernize.
See how this applies to hospitality and home services.
- Legacy phone systemsPlatforms that need constant workarounds and can’t add channels.
- Peaks you can’t staff forQueues that grow during busy seasons and after hours.
- Several brands in one centerBrand-specific numbers and scripts on separate systems.
- QA by samplingSupervisors reviewing a sample of interactions by hand.
Results Organizations Are Achieving
70%
Faster average resolution times
50%
Lower cost per contact
90%
Quality coverage, versus 2 to 3% with manual QA
Most organizations see the first improvements within 90 days.
Client example
“The old system was broken and constantly needed band-aids. The new system took such a burden off our team and made our lives so much easier.”
Hospitality & Vacation Rental Operator
What we delivered
Replaced a broken phone and call center system and supported the team through the transition, reducing operational burden and improving reservation handling.
The Transformation Process
Value in phases, starting where it pays back fastest.
1
Assess
We analyze call flows, channels, platforms, and performance to find friction and automation opportunities.
2
Design
We define the target platform, channel strategy, AI approach, integrations, and migration sequence.
3
Implement
We roll out in phases, typically starting with AI for simple inquiries, then omnichannel, routing, and quality tools.
4
Optimize
We tune AI, routing, and processes after go-live as you learn what works.
Frequently Asked Questions
How long does modernization take?
Improvements usually start within 90 days. A full transformation typically takes 12 to 18 months, delivered in phases.
Can our brands keep their own phone numbers and scripts?
Yes. Brand-specific numbers, IVR prompts, and scripts can stay in place while the backend is unified with shared reporting and quality standards.
Will AI replace our agents?
AI handles the routine requests, often 40 to 60% of inquiries, so your agents can focus on the conversations that need a person.
Which platforms do you work with?
We’re platform-agnostic. We select a platform based on your scale, integrations, existing investments, and budget.
What does it cost to work with ETS?
Our advisory work, including the assessment of your call flows, comes at no cost to you. We’re compensated by the technology partners we work with, so you get impartial guidance without budget impact. When a recommendation includes a provider’s service, you see its pricing and ROI before you decide. See how we work.
What does the assessment look at?
Your call flows, channels, platforms, and performance. We look for friction and automation opportunities, then show you where modernization pays back first.
Start With a Complimentary Assessment
A working session to review your call flows, channels, and platforms, with no obligation.
- Tell us how your center runs today
- We review flows and platforms
- We show you where to start
Prefer to talk? Call (770) 425-9898
Request Your Assessment
Tell us a little about your organization and we’ll follow up to schedule a time.