BrightContact
Implementation & migration

Live, without your customers noticing.

We build enterprise contact centres on NICE CXone and Zoom and move existing estates to the cloud, including the integrations with CRM, ERP and telephony.

— What we do

A migration is rarely a purely technical problem. The routing that grew over years, the integrations nobody fully remembers, the peak that lands right in the switch-over week: that is where the risk sits. So we start with the target architecture and the fallback, not with the build.

01
IMPLEMENTATION & MIGRATION
INDEPENDER

Live, without your customers noticing.

We build enterprise contact centres on NICE CXone and Zoom and move existing estates to the cloud, including integrations with CRM, ERP and telephony.

  • Target architecture and migration plan: what moves when, which integrations are critical, and what the fallback is.
  • Implementing omnichannel routing across voice, chat, email, social and messaging on NICE CXone and Zoom, keeping full context on transfer - and multiple brands and languages in one environment.
  • Hand-over into our own 24/7 operations, including training for administrators and supervisors, with a single point of contact.
Target architectureMigration planFallback pathImpact analysis
More on implementation & migration
CLIENT IMPACT
350,000
customer contacts a year, an end-of-life platform replaced by NICE CXone in six months, with 125 agents.
01
IMPLEMENTATION & MIGRATION
INDEPENDER

Live, without your customers noticing.

We build enterprise contact centres on NICE CXone and Zoom and move existing estates to the cloud, including integrations with CRM, ERP and telephony.

  • Target architecture and migration plan: what moves when, which integrations are critical, and what the fallback is.
  • Implementing omnichannel routing across voice, chat, email, social and messaging on NICE CXone and Zoom, keeping full context on transfer - and multiple brands and languages in one environment.
  • Hand-over into our own 24/7 operations, including training for administrators and supervisors, with a single point of contact.
Omnichannel routingContext retentionMultiple brandsCRM and ERP integrationsSpeech recognition
More on implementation & migration
CLIENT IMPACT
350,000
customer contacts a year, an end-of-life platform replaced by NICE CXone in six months, with 125 agents.
03
HAND-OVER INTO OUR OWN 24/7 OPERATIONS

Hand-over into our own 24/7 operations

After go-live the environment stays in our care. Administrators and supervisors are trained on the new setup, and there is a single point of contact instead of a chain of suppliers. That is deliberately not a separate quote afterwards, but part of the same engagement.

Admin trainingKnowledge transferSingle point of contactContinuous management
— THE PROOF

Three migrations, three different starting points.

NS
4 months

from start to live on NICE CXone, including WFM and quality management.

Independer
350,000

customer contacts a year. End-of-life platform replaced in six months, with 125 agents.

DAS Rechtsbijstand
134,000

legal cases in 2023. Avaya replaced by NICE CXone, with chat, WhatsApp and Teams.

All cases
— FREQUENTLY ASKED

What clients usually ask first.

In our own projects between four and six months: NS went live on NICE CXone in four months, Independer and DPG Media in six. Lead time is rarely set by the platform, but by the number of integrations and the number of parties that need to agree.
— RELATED

Workforce management

The staffing that goes with the new setup.

Managed services

What happens from the day after go-live.

Curious what a migration would cost you in time and risk?

Book a call and get a first estimate of lead time, integrations and points of attention.

Book a call