I design and deliver contact centres that work with the telephony and systems you already have, meet each region’s rules, and bring AI agents and people together on every channel.
I design your contact centre around the people, channels and telephony you already have, make sure it meets each region’s rules, and then work with your team to deliver it, with AI agents handling routine requests and people handling the rest.
How I go about it
Understand today
How you serve customers now: channels, volumes, systems and the rules in each region.
Design the blueprint
Routing, telephony, AI agents and data residency, agreed region by region.
Deliver with your team
Build, integrate and test, one channel and one region at a time.
Go live and improve
Launch with confidence, then tune routing and agents from real data.
01 Channels and routing
The right contact to the right person.
I bring every channel into one routing design, so each contact reaches the right person or AI agent, with a clean hand-over between them.
02 Telephony
Voice that arrives with the customer’s record.
I connect the telephony you have, whether Microsoft Teams Phone, Cisco or Avaya, so your people see who is calling, and their history, the moment the call arrives.
03 AI agents and Copilot
Agents that know when to hand over.
I add Copilot Studio agents for self-service and Copilot for the people on the floor, with a clear point where the agent hands over.
04 Regulation and data residency
Defensible in every region.
I design for each region’s regulatory and data residency rules, across the US, Europe, Asia and China, so every region can stand behind it.
Recent work
Financial servicesA UK financial services organisation · 2026
From Cisco and Dynamics CRM to Dynamics 365 Contact Center.
The target architecture for the organisation’s move from its current Dynamics CRM and Cisco contact centre telephony to Dynamics 365, Contact Center, Copilot Studio and Microsoft Fabric.
For Microsoftthree clients · 2025 to 2026
Contact centres for the US, Europe, Asia and China.
Dynamics 365 Contact Center designs for rollouts across four regions, with Microsoft Teams Phone and a multi-tenant design for China.
Ways to start
Three ways to bring a contact centre together.
Contact centre read
Where the programme is, in language your sponsors and your team can both stand behind. 2 to 3 weeks, at a fixed scope.
