Make service excellence part of your culture, give your customers a choice as to how they interact with you, improve your own internal efficiencies
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Analyse performance and make decisions based on facts!
Our Culture:
At ServiceCX we ...
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Offer an open, honest partner relationship.
Will share our experience.
Take a fresh look at age-old challenges and apply new thinking.
Get the best out of your technology, to make it work harder for you.
We want to speak to you, whether it's related to your ideas, aspirations or projects - we're open for a conversation
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... thank you for asking
About us ...
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At ServiceCX we provide a distinct blend of contact centre management experience and technical expertise. Our contact centre managers are also trained project managers and act as the head of delivery on all our projects, together with our technology experts to ensure that our engagements lead to successful outcomes, driven by your business needs and future aspirations.
All too often technology is allowed to drive the outcome of projects, some partners may de-focus once your systems are installed and this means that vital upgrades, ongoing system adjustments, integration or simple health checks are missed. We want to bring the latest innovations to you and deliver solutions that are truly ground breaking as well as cost effective. With our open mindset and a view of what can be achieved with well thought out solutions we can help to update, refresh or transform your customer services to make a real difference to your bottom line and enhance the way your company is perceived within your industry.
We would like to show you the power of our service and solution stack and how combining these can transform your business operations. By doing this for our customers we have earned a strong reputation for successful project delivery and in turn hold deep expertise, delivering transformational services across diverse markets sectors.
The majority of our staff have over 20 years of contact centre solution delivery experience and if there is one unique quality we have it’s that we bring the human touch into what is the complex world of integrated solutions and tailored applications. As a partner we strive to become a trusted asset within your team, someone you can count on to provide a quality service with fresh ideas and leading solutions - and will be there when things get tough.
We are driven by our innovative nature, developing solutions to meet our customers' evolving needs. Our technology experts are passionate about staying ahead of market trends to keep pace with the changing landscape, comsumerisation of technology and increasing customer expectations regarding how they contact you, when they need you and what they expect from your service. As a result, we continue to deliver measurable improvement through a combination of innovative platforms, transformational thinking and outstanding service provision.
In addition, we provide ongoing support to our customers through packaged and tailored Managed Services offerings - everything from basic 'break-fix' to a 'fully managed service' including moves, adds, changes and deletions (MACD) and program change management that links to your own IT processes.
Download a Calabrio white paper - a definitive guide to the modern contact centre
Our Management Team
We have built an extraordinary company and we are proud of our achievements for our customers, because our team consists of extraordinary people. One of our major strengths (and key differentiators) is our talented, dedicated team of highly experienced professionals, whom have unrivalled experience across many technologies and business sectors. We believe our credibility and the value we bring is based on our business acumen, as much as our technical knowledge. We work with our clients to fully understand their business challenges, pain-points and opportunities and then provide innovative solutions to not only address those issues but exceed their expectations.
Adrian McCann
Director
Adrian is an innovative leader with over 15 years of experience in creating and building IT services companies with a dedicated focus on customer experience and customer journey transformation.
As an entrepreneur with a background and emphasis on sales Adrian was the Founder/director of JAM IP Ltd. and JAMS Technologies, India.
Being highly motivated and driven with a vast experience in building and optimising IT services companies. Adrian now has the privilege of working with the team at ServiceCX to help drive a customer success strategy around, WFO (Calabrio) CRM, digital transformation (ServiceNow- CSM), analytics, RPA, self-service/biometric applications, SaaS-cloud consumption models and multi-channel automation.
Mark Godfrey
Pre-Sales and Consulting Services Director
Starting out in electronic engineering design and data communications (with Westinghouse Systems) and an installation engineering with Reuters, a switch to telcoms led to a long career in contact centre industry installing, training and project managing over 100 projects implementing Aspect, Rockwell, Cisco, Dimension Data and Servion solutions within the UK and Europe in a diverse range of roles. Mark specialises in Customer Service system implementation; specifically contact centre solution design, integration, self-service applications, automation and business service transformation. More recently working with the ServiceNow platform (focusing on CSM) integrating ACD platforms and other technologies. Mark is a ServiceNow advocate; certified in pre-sales, ServiceNow Implementation Methodology (SIM), a trained and certified ITSM System Administrator, trained ITSM Platform Implementation engineer, and a trained Customer Service Management Implementation engineer (Certification exam scheduled in March 2019).
Sarah Barnes
Service Delivery Manager
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An early career starting in the contact centre as an Agent, Supervisor and then Manager, Sarah has vast experience looking after the business of customer service. With a love of technology Sarah has worked with Rockwell, Cisco, JAMS Tech and Servion applying her industry knowledge. She now Project Manages and deploys our solutions with extensive knowledge of Cisco UCCE, CUIC and Calabrio One systems, to name a few.
Paul O'leary
Business Consulting Manager
A career in telecoms engineering, business consulting and training. The experience gained throughout his career, working for BT, Rockwell, Cisco Systems, Apogee Business Consulting and now ServiceCX, enables Paul to quickly grasp the issues relevant to customers, recommend solutions and drive change across the organisation. Recent programs include ‘Telco Digital Transformation’ and ‘Business Innovation’ program delivery. Paul has been instrumental and born witness to the evolution of Customer Service; from 1970’s nascent Call Centres through to its current iteration, focusing on the Customer Experience and it transformation enabling technologies. Paul firmly believes in continuous self-development and constantly strives to further his knowledge and capabilities. As such, he is qualified and certified in a number of Customer Service technology platforms and methodologies. Paul is a ServiceNow advocate; he is certified in the ServiceNow Implementation Methodology (SIM), a trained and certified ITSM System Administrator, trained ITSM Platform Implementation engineer, and a trained Customer Service Management Implementation engineer (Certification exam scheduled in March 2019).
Sachin Parekh
Managed Services Director
With a career in software development and integrated solution support Sachin has designed and implemented integrated Contact Centre solutions combining multiple technologies. As part of the Cisco Advanced Services team Sachin implemented Cisco UCCE systems for customers across Europe. Solutions include CTI connectors, CRM integration, wallboard systems and custom desktops using a range of programming languages. Sachin now run our development team and manages Support Services for our complex customer service environments.
Kris McKenzie
Business Advisor
Kris is a senior software executive and advisor with over 20 years experience in the customer experience market specializing in scaling revenue and operations globally. With previous leadership roles at growth stage, mature SaaS & on-prem to SaaS transition businesses, Kris is currently responsible for Calabrio's EMEA operations and go-to-market efforts. Kris brings extensive expertise in helping companies implement solutions to develop a deep understanding of their customers. Most recently, Kris served as Global VP Market Development at SAP Hybris Cloud, where he drove revenue and customer success through long-term corporate alliances, partnerships and other collaborations. Kris holds a B.Sc. degree in Business Information Systems from De Montfort University.
