Technology Advisory

AdviseCX has played an integral role in the growth of CustomerHD. We have leveraged several of the services AdviseCX offers and they deliver every time. AdviseCX is an amplifier of growth and operational expertise for CustomerHD, and we will always consider them a strategic partner.

LeadPops is in hyper-growth mode, and we needed a BPO partner who is flexible enough to support changes and strategy near real-time. Tom and his team at AdviseCX took us through their process which included a review of several BPO partners in various domestic, nearshore, and offshore markets. After working with Tom to evaluate each solution, we settled on a fantastic partner in a nearshore market. The contract process took days, and we are now in the middle of launching a support team for our SaaS solution. The confidence and experience that came with AdviseCX allowed LeadPops to make the right decision and truly partner with a BPO, not just hire one. Tom and the team saved us months of work, auditing, and contract negotiations. Providing us with a catered solution to our growing pains took much of the stress out of the process. And if you don't look at AdviseCX as a solution provider for your business, you need to stop what you are doing and pick up the phone and call them.”

“I recently had the opportunity to work with Tom at AdviseCX, and it was a great experience from beginning to end. Tom provided support all along the way and was able to connect us with the right BPO partner for our business. As a result, we were able to get the relationship up and running far faster than would typically be the case. Thanks to Tom and the team for being great partners and helping us with our critical business needs!”

“Although I am not new to outsourcing, our company was unsure there would be a partner that could deliver inside sales results and customer service with a level of quality and attention a small business would need. We were looking for a nearshore "boutique-style" outsourced solution to supplement our internal team. Given the importance and potential impact on our sales this decision would have, we thought it would be a good idea to get advice from an expert in the BPO outsourcing space. AdviseCX saved our organization 100’s of man-hours and valuable resources by navigating the outsourcing marketplace to find "The right fit” BPO partner. Their process is highly informative and allowed us to consider only those partners that were a good fit from the start. The CX outsourcing marketplace is overwhelmingly large, and we would have never found the partner we selected without AdviseCX.”

“I can't say enough great things about the AdviseCX team, and I'm not an easy grader. I engaged AdviseCX to help our start-up select the right BPO partner for us. We were looking for a highly competent team in a niche field, at a reasonable price (more focus on empathy and problem-solving approach than pricing). Tom did all of the heavy lifting, pushing, and hard question-asking, and always made himself available for discussion. He made me feel like we were his only client and was always two steps ahead of me, so I never had to ask what was next. His process was streamlined and fine-tuned with great assessment tools, and yet personalized, leveraging his intuition and experience. In addition to helping us pick a BPO partner, we leveraged AdviseCX’s consulting services to design and operationalize the launch and help us select the tech stack to support our CX/EX vision. Although I’ve managed a 500-seat contact center and am decently knowledgeable about CX, starting a contact center in building CX from the ground up, was something very new to me. Our initial engagement with ACX was to design our CX strategy and create a project plan for launching a program from scratch. Not only was the output of the work so great that we decided to continue with two more engagements, but, almost more importantly, their working style and approach made it fun and collaborative. They knew when they needed to lead, and I was out of my depth but also understood when I had a point of view and felt strongly about something. ACX proactively helped with pretty much whatever needed helping, negotiating contracts, leveraging his years of experience to include valuable considerations, suggesting processes, and recommending technology, and I never heard "that's not part of the engagement, or we can't do that, but it would be an extra fee". If you're looking for true partners who genuinely have your best interest at heart, then this is your team. With ACX’s advisory support for an integrated approach to BPO selection, a full build of CX processes, technology selection and implementation, training curriculum design, and several other areas of support - right up to the launch of our product - I'm feeling great about our customer support and that we can distinguish ourselves from our competitors based on our CX.”

“A huge call out and thank you to AdviseCX! I recently went through an RFP process and AdviseCX took 80% of the work out of it for me. They took my requirements and presented me with all of the best possible solutions in outsourcing. If you’re looking for a new BPO partnership, I strongly suggest you reach out to Tom. More importantly, if you are a BPO, you should be working with AdviseCX. They will deliver new customers to you with minimal sales effort on your side! Thank you for a job well done.”

“When we decided to begin a search for a new nearshore BPO partner, we didn't know where to start. I had experience working with BPO partners, but only knew about the larger BPO companies and didn't think they were a good fit for our size. I reached out to Jeff Bubak, a colleague from many years ago, and Tom Silzell, founder of AdviseCX to better understand if their model would benefit me. After hearing about their approach, experience, and the specific information they shared on every nearshore market, I was convinced they were a great fit to help me find a great BPO partner. In addition to their no-cost solution to find BPO partners, we have also engaged them to administer our formal RFP, assess our training curriculum, and a few other potential projects. I am convinced the AdviseCX team saved us months of work, thousands of dollars, and we have identified several potential new BPO Partners who will help us raise the performance bar and create a consistent customer experience. The level of information they shared on various markets, BPO partners, and approach was incredible. I would highly recommend reaching out to Tom, Jeff, or Pete, who leads their consulting practice if you need to outsource your contact center or need CX consulting help.”

“The ACX team helped us achieve the lofty goals of driving operating efficiencies while keeping customer and employee experience at the forefront. With their expertise and support, we realized savings of over 30% in customer service costs. They helped us to streamline key processes and identify opportunities for automation and new technologies, driving additional efficiency gains. The effective planning and communication support provided by ACX helped us manage change throughout the process, which was crucial to driving the performance we expected and retaining key talent amidst broad transformation. ACX brought us deep industry knowledge, as well as best-practice tools and processes built on real operating experience, which truly accelerated our ability to realize improved business outcomes.”