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Contact Centre Transformation

That your agents will thank you for.

In most contact centres, the agent is the integration: listening on one screen, searching on another, typing on a third, apologising for the hold music throughout. We transform contact centres on Salesforce and Genesys, with Service Cloud Voice putting calls, customer data and AI assistance in one place. As certified partners of both platforms, we’re one of the few teams accountable for the whole stack. It’s the work we’re best known for.

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What is contact centre transformation?

Contact centre transformation means rebuilding how your centre operates around connected data and intelligent tools, rather than adding another system to the pile. In practice that usually means unifying telephony and CRM so agents work from one screen, automating wrap-up and routine tasks, giving supervisors real-time visibility, and introducing AI assistance that helps agents during the call instead of auditing them after it.

On the Salesforce platform, the centrepiece is Service Cloud Voice, which embeds telephony (via Amazon Connect or your existing provider) directly inside Service Cloud. 8Squad delivers contact centre transformation fully onshore across Australia.

You can hear a disconnected contact centre

It sounds like this: “Sorry, bear with me while I just pull that up.” “Can I get your account number again?” “I’ll have to transfer you, they use a different system.”

Behind those phrases:

  • Agents juggling four screens to answer one question
  • Wrap-up time eating a third of every interaction, because notes get typed after the call instead of captured during it
  • Customers repeating themselves at every transfer, because context doesn’t travel
  • Supervisors managing from gut feel, because the data lives in recordings nobody has time to review
  • Good agents burning out, because the tools fight them all day

Your customers notice. Your CSAT shows it. And your best agents leave first, because they’re the ones who feel the friction most.

Service Cloud Voice: one screen, the whole customer

Service Cloud Voice brings the phone into Salesforce, so the call and the customer stop living in separate worlds.

Agents see who's calling and why, before they answer

The caller's record, open cases and history load with the call. No "can I get your account number", no cold start on a warm problem.

AI helps during the call, not after it

Real-time transcription runs as the customer talks, and AI surfaces recommended answers, similar cases and next steps while they still matter. Your newest agent gets your best agent's instincts on screen.

Wrap-up takes seconds, not minutes

Call notes, transcripts and dispositions land in Salesforce automatically. Agents stop typing summaries from memory, and your data quality improves precisely because nobody's manually entering it.

Supervisors manage with visibility, not vibes

Live queue dashboards, searchable transcripts and sentiment signals across every conversation. Coaching gets specific, staffing gets predictive, and QA stops being a sampling exercise.

Works with Amazon Connect or your existing telephony

SCV runs natively on Amazon Connect, or connects to your current provider through partner telephony. You don't have to rip out your phone system on day one to start.

Transformation is bigger than telephony

Voice is the flagship, but a transformed contact centre connects every channel and everything behind it:

Omni-channel in one queue
Phone, email, chat, SMS and social routed through one engine, so customers get consistent answers whichever door they walk through, and agents stop tab-hopping between channel tools.

Self-service that actually deflects
Knowledge, portals and AI agents (including Agentforce, where your org is ready for it) that resolve the routine 40% so your humans handle the conversations that need one. 

The systems behind the answers
An agent is only as good as the data they can see. We integrate your contact centre with billing, ERP, logistics and legacy systems so “let me check with another department” stops being a sentence your customers hear. 

Analytics that close the loop
From call driver analysis to first-contact-resolution tracking, so you’re fixing the causes of contact volume, not just handling it faster.

Talk to our contact centre team

How we deliver contact centre transformation

We run our standard delivery methodology: Ide8 (map your call drivers, agent workflows, telephony landscape and integration points before anything gets built), Cre8 (build and test, with agents involved in show-and-tells, because a contact centre solution agents didn’t shape is a solution agents will fight) and Oper8 (staged go-live, floor-walking support during cutover, hypercare, and handover).

Two honest notes we’d rather make now than in a proposal:

Contact centre cutovers carry real operational risk, so we stage them. Nobody flips an entire centre on a Monday morning.

And transformation exposes process problems that technology alone won’t fix. If your routing logic or knowledge base is the real culprit, we’ll say so, because installing SCV on top of a broken process just makes the brokenness faster.

Ongoing support and optimisation after go-live is available through our Centre of Excellence.

FAQ's

Salesforce’s contact centre solution. It embeds telephony directly inside Service Cloud, so agents handle calls, see the full customer record and get real-time AI assistance in one screen. Every call is transcribed and logged automatically, replacing the traditional setup where the phone system and the CRM live in separate worlds and agents bridge the gap manually.

Not necessarily. SCV runs natively on Amazon Connect and also supports partner telephony, including Genesys Cloud, where 8Squad is a certified partner. Whether to keep, connect or replace your telephony is a genuine decision point we work through in discovery, based on your contracts, features and costs, not a default answer.

Yes, and better than most: 8Squad is a certified Genesys partner as well as a Salesforce partner. We can connect Genesys Cloud to Salesforce through Service Cloud Voice partner telephony or a direct integration, and one team supports both ends. No more logging the same fault with two vendors.

A focused SCV implementation for a single centre typically runs 10 to 16 weeks, staged so a pilot group goes live before the full floor. Multi-site or heavily integrated centres run longer. The main variables are telephony decisions, integration depth and how much process redesign you take on at the same time.

Not in any contact centre we’ve seen. What AI does well is handle routine, repetitive contacts and assist human agents in real time, which typically means fewer soul-destroying calls and more interesting ones. The centres getting value from AI are using it to make agents better, not fewer. If someone’s pitching you headcount elimination as the business case, be sceptical.

The common gains are reduced average handle time (agents stop searching), sharply reduced wrap-up time (notes are automatic), better first contact resolution (agents can see everything) and improved data quality. The size of each gain depends on how disconnected your current setup is. We’ll baseline your metrics in discovery so improvement is measured, not asserted.

The mechanics of a great contact centre are consistent across industries; the compliance and data handling around it aren’t. We’ve delivered in regulated environments including financial services, healthcare and government, all fully onshore with data remaining in Australia.

Let's talk about your contact centre

Bring your metrics, your current tech stack and your most honest agent. We'll give you a straight read on what transformation would look like for your centre, what it would cost to get wrong, and where to start.

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