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Generation-e provides end-to-end capabilities to support business transformation and enhance customer experiences.

Transforming Business, Enhancing Customer Experiences

Evaluate your contact center, identify issues, risks, and growth opportunities, and receive performance improvement recommendations.

Business Alignment

Our contact center solutions service collaborates with you to create a requirements document and establish an implementation framework.

Customer Experience

Our customer care assessment improves cost management, efficiency, and consistency by evaluating the customer experience against best practices.

Customer Satisfaction

Generation-e's contact center architecture assessment assesses technology architecture to uncover issues and gaps, aiming to enhance customer satisfaction.

Productivity & Efficiency

Our contact centre enterprise architect service facilitates technology-driven transformations at managerial and operational levels.

Customer Journey

Leveraging journey mapping workshops and Voice of the Customer analytics, we unearth valuable insights to identify opportunities for improving customer experiences and nurturing loyalty.

Innovate for True impact

We partner with you to envision innovative business transformations using voice and digital technologies, starting with your customers' needs.

Create Value

By prioritising customer experience improvement, we help you assess risks and design an investment roadmap for better business outcomes.

Contact Centre Services

Generation-e's trusted consultants provide comprehensive guidance for agile, robust contact centres, covering strategy, planning, design, and impact analysis.

  • 01 Contact Centre Overview
  • 02 Proactive performance management
  • 03 Incident and problem management
  • 04 Change management
  • 05 Performance reporting
  • 06 Configuration management

Contact Centre Overview

Generation-e's contact centre managed services are perfect for organisations requiring 24/7 incident management, cost predictability, and support for rapidly evolving contact centres.

Our contact center managed services enhance stability and security, reducing the need for dedicated IT staff, allowing you to focus on core business operations. We ensure predictable costs and provide regular knowledge updates.

Proactive performance management

Generation-e can help you identify and address performance issues before they become critical.

Incident and problem management

Our experts can quickly identify faults and isolate the root cause of contact Centre outages.

Change management

You get access to a clear record of all changes requested, approved and implemented by Generation-e.

Performance reporting

You get access to near real-time information on incident and change tickets, as well as scheduled customer account reviews.

Configuration management

Generation-e help keep applications up and running with provisioning, configuration management, patch management and more.


“We saved millions of dollars and still had a premium finish. In reality, the saving was not as significant compared to how nice the new equipment was, the rooms look brilliant, the devices were easy to setup for our users. Overall, we could not be happier with our approach and outcome.”

Carlo De-FazioTechnology Officer at Grant Thornton Australia

More Services and Solutions

Explore our complementary solutions to further enhance your experience and meet your diverse needs.

Our Partners

Talk to us about cost-effective solutions to empower your hybrid environment.

Take the next step and connect with us today to discover more!