Unlock Your Contact Center’s Potential Though Customized Solutions

Having the right contact center solution can make all the difference, yet many organizations struggle to fit their unique processes into rigid, out-of-the-box systems and “one-size-fits all platforms.” At CallTower, we believe that your technology should fit your business, not the other way around. We believe in empowering contact centers to operate at their best by providing tailored solutions designed to meet their specific organizational needs. With over a thousand successful projects, our foolproof implementation method puts your priorities front and center, and we collaborate with you at every step to enhance the customer experience. 

Tailored Solutions for Unique Environments

No two businesses operate exactly alike, and the same goes for contact centers. Every contact center is influenced by factors such industry regulations, internal workflows, and customer needs and demographics. While off-the-shelf solutions may offer convenience, they often fall short when it comes to addressing the nuances of your specific contact center environment. 

That’s where CallTower comes in, offering tailored solutions that fit your ecosystem. 

Our development team works side-by-side with you from day one so they can identify areas where solution customization and product development can make a real difference. Whether it’s customizing existing platforms or integrating add-on solutions to enhance productivity, we have the technical expertise and industry knowledge to address your unique needs.

The CallTower Methodology

Whether it’s a simple and straightforward setup or a more intricate, complex implementation, our expert professional services team is with you at every step, managing the process and guiding every phase towards successful project completion.

1. Plan

• Create project charters (purpose, scope, objectives, stakeholders, milestones, budget, risks).
• Kick-off meetings with stakeholders.
• License preparation and procurement (if required).
• Align stakeholders early to set expectations and drive adoption readiness.

2. Design

• Conduct technical and workflow discovery sessions.
• Finalize project plans, timelines, and deliverables.
• Identify interdependencies.
• Obtain customer approval of scope and design.

3. Build

• Configure the platform and required integrations.
• Build workflows, routing, reporting, and AI components.
• Validate interoperability across systems.
• Develop role-based testing and training plans and documentation.

4. Test

• System configuration testing to validate end‑to‑end functionality.
• User Acceptance Testing (UAT) to ensure the solution meets business and operational requirements.
• Go‑live preparation, including final validations, readiness checks, and cutover planning.

5. Deploy

• Training & Knowledge Transfer  
  • Role-based, multi-modal training (Visual, Auditory, Kinesthetic) delivered remotely via Webex/Teams.
  • Hands-on workshops, supporting documentation, and scenario-driven learning.
  • Cumulative learning paths (supervisors attend agent training, administrators receive advanced sessions).
  • Adoption reinforcement at 30- and 90-day intervals.
  • Emphasis on communication, change management, and readiness.
• Go‑Live Execution  
  • Final validation and go‑live testing.
  • Cutover support to ensure a smooth transition.
  • Go‑live acceptance and verification of production stability.

6. Support

• Post‑Implementation & Hypercare 
  • Immediate access to expert support for critical issues and stabilization.
  • Close monitoring of queues, performance, and agent experience.
  • Coaching reinforcement for supervisors and administrators.
  • Post‑mortem review capturing lessons learned.
  • Delivery of final Business Requirements Document (BRD).
• Ongoing Support & Growth Enablement  
  • Continued access to CallTower support channels (phone, portal, email).
  • Assistance with reporting, configuration adjustments, and workflow optimization.
  • Support for expansion projects, additional channels, and AI enhancements.
  • Long-term partnership focused on evolution, not just implementation.

Enhance Precision to Improve Experiences

Customization isn’t just about fancy add-ons; it’s about enhancing precision and elevating the customer experience.  By tailoring solutions to your specific needs, we can eliminate unnecessary steps, simplify workflows, and promote productivity across your contact center. 

Partner with CallTower’s industry experts and solution consultants to craft a success plan that’s as unique as your business. As your advocate, we take the time to develop a clear and comprehensive understanding of your goals. We incorporate quality checkpoints at every step to maintain timelines and communication, working towards a smooth transition and knowledge transfer that sets you up for success.

Evolve Your Contact Center with CallTower

Every contact center is unique, yours included, and your solutions should be too. CallTower crafts customized solutions that unlock your contact center’s full potential, enhancing operation, improving customer experiences, and driving lasting success.

From initial consultation and operation optimization to ongoing support and maintenance, and everything in between, we’re with you every step of the way, ensuring that your solutions continue to meet your changing needs. With our deep industry expertise and technical know-how, you can count on us to deliver the best possible solutions for your contact center.