Contact Center Optimization

Optimization of Call Center Solutions starts with a clear, comprehensive strategy that aligns with your business goals. At Kenway, our team of experts will help you develop a comprehensive contact center strategy that aligns with your strategic roadmap. We’ll assess your current operations, identify areas for improvement, and develop a plan within your budget to implement the changes you need. From vendor assessments to digital transformations, we help to ensure your contact center solutions are supporting your business.

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What We Do


Contact Center optimization starts with a clear, comprehensive contact center strategy that aligns with your business goals. We understand that every business is unique, and we tailor our solutions to your specific to drive contact center optimization for your organization. Whether you’re looking to improve customer satisfaction, reduce costs, or increase sales, we can help you achieve your goals.


Our experts work closely with you to assess and select the best solutions to align with your requirements and budget, and we’ll help you integrate them into your existing systems. Customized virtual agents for voice or chat will improve the customer experience and drive your contact center strategy.

Reporting & Analysis

We can utilize your data and develop a robust reporting infrastructure to measure and improve all phases of the contact center journey and performance. With our Modern Data Enablement team, high-quality data is readily available for your analysts, supporting you in optimizing your call center operations.

Contact Center Support

Our team has an extensive history of reviewing and writing business requirements, code, and data to provide valuable observations and recommendations to leadership. We offer comprehensive training and support to ensure you maximize the benefits of your contact center optimization initiatives.

“Investing in a robust contact center is not just a strategic move, but a necessity for companies looking to excel in customer satisfaction and achieve substantial cost savings. It serves as the vital bridge connecting businesses with their customers, allowing for personalized interactions, swift issue resolution, and ultimately, building a loyal and delighted customer base while optimizing operational efficiencies and resource allocation.”

Kyle Finke

Practice Co-Lead & Director of Client Delivery

How We Approach Contact Center Optimization

We approach Contact Center optimization by thoroughly analyzing our clients’ unique needs and objectives, tailoring custom strategies to maximize efficiency and customer satisfaction. Our clients benefit from streamlined operations, reduced costs, and enhanced customer self-service capabilities. Kenway Consulting’s Contact Center Optimization team specializes in the following:

Contact Center Strategy Definition

Establish your contact center strategy and define the roadmap for your organization.

Enhanced Reporting

Gain insights into your customer’s behavior and drive innovation.

Improved Conversational Design

Create natural, intuitive, and engaging conversations driven by your data and AI.

Optimized Routing & Agent Transfer Reduction

Untangle, simplify, and streamline your call routing to reduce misdirected calls.

Integrations & Architecture Modernization

Integrate your data and Contact Center tools to create a power Omnichannel ecosystem.

Increased Self-Service & Containment

Identify tasks to automate, reducing the strain on your agents and allowing them to focus on what they do best.

“Contact Center is the heart of customer engagement. A well-crafted strategy not only ensures seamless interactions but also elevates customer experiences, ultimately driving cost-saving activities. By analyzing customer interactions and feedback, companies can identify areas for improvement, optimize processes, and reduce operational inefficiencies, resulting in significant cost savings. Investing wisely in your Contact Center today guarantees long-term success, customer loyalty, and sustained growth.”

Irene Martinez

Practice Co-Lead & Managing Director of Operations

Case Study: IVR Optimization Services: Mastering System Conversion

A Fortune 50 telecommunications provider asked Kenway to assist with retiring a legacy IVR experience and platform of a recently purchased company. The project included developing the customer experience on the target IVR software, integrating new application programming interfaces (APIs), and providing the client with overarching project leadership and guidance.

Get to Know Our Experts

Kenway Consulting is driven by our Guiding Principles. We act with integrity to provide our clients with honest, high-quality Salesforce consulting services. We aren’t held to alliances with specific technologies, methodologies, and implementation partnerships. Our Contact Center optimization experts embody these principles in everything they do.

Irene Martinez: Irene is the co-lead for Kenway’s Contact Center Solutions practice and specializes in contact center, Interactive Voice Response (IVR), Natural Language Understanding (NLU), and Customer Experience (CX). With a strong background in engineering, data, and industrial processes, her expertise lies in streamlined customer experience design, delivering self-service solutions, and optimizing processes. Irene is passionate about leveraging technology to create seamless customer journeys and maximize operational efficiency. Irene is dedicated to driving results and exceeding expectations by combining her technical expertise with a customer-centric mindset.

Kyle Finke: With more than 14 years of experience in the contact center industry, Kyle is the practice co-lead and a seasoned management consultant specializing in Customer Experience (CX) design for Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) solutions. He has a proven track record of delivering customized IVR and IVA solutions that drive contact center optimization. Kyle’s expertise in CX design, architecture, reporting, and routing intelligence enables robust contact center ecosystems that maximize efficiency. His acumen helps clients gain valuable information and empowers them to make data-driven decisions. By bridging the gap between business and technology, Kyle and his team solve complex business problems and help organizations achieve their strategic goals.

Sarah Welch: With more than 20 years of industry experience, Sarah is a seasoned professional in the contact center optimization world. Her strong focus on enhancing customer experience delivers outstanding results and builds long-lasting relationships with clients. Sarah has a deep understanding of Interactive Voice Response (IVR) technologies and has successfully designed and implemented numerous customer-centric solutions that have streamlined operations, reduced costs, and optimized customer interactions. Her strong technical and business acumen bridges the gap between technical teams and business stakeholders, effectively translating complex IVR concepts into actionable insights. Her ability to collaborate and lead cross-functional teams has been instrumental in successfully executing projects and driving organizational growth. Sarah continues to be a trusted advisor in the contact center solutions industry.

Sean Rabago: Sean possesses more than 20 years of enterprise contact center experience and an extensive background in the telecommunications industry. With a unique blend of technical and management expertise, he has a deep understanding of the business vertical, enabling him to deliver exceptional results in both domains. Drawing upon his proficiency in quality assurance, project management, and solution delivery, Sean is adept at driving meaningful value while minimizing waste. He is driven by data, embracing a proactive approach and a commitment to delivering high-quality solutions at scale. Notably, Sean contributed to the implementation of cutting-edge Avaya IVR enhancements, integrating virtual assistance chatbots, big data, predictive analytic models, and Google AI. Sean’s ability to seamlessly navigate technical complexities while delivering impactful solutions makes him an invaluable asset to any organization aiming to achieve optimal results.

Our Partners

Salesforce’s contact center solutions, a suite of tools and features to streamline customer interactions and improve overall contact center efficiency.

Google Cloud’s Contact Center AI platform enhances customer interactions and optimizes contact center operations.

Cyara’s ensures exceptional customer experience by testing, monitoring, and optimizing contact center operations.

Verint’s comprehensive solutions for customer engagement optimization, helping organizations enhance customer experiences and operational efficiency.

How Can We Help?