Contact centre transformation · CCaaS advisory
From vendor choice to switch-off.
Creative Global Strategy helps enterprises move their contact centres to the cloud: choosing the right platform, writing the RFP, running the migration and retiring the old estate. Independent, evidence-led, and delivered by people who have done it at global scale.
“We don’t sell software. We help our clients buy the right software for their needs.” Jamie Easton-Wise, CEO
What we do
One team for the whole move, or just the part you need
From 100 seats to 30,000, across banks, finance houses, BPOs, travel, retail and technology. Advice and strategy on their own, or the complete service.
Vendor selection and RFPs
An objective review of where you are, the requirements you actually need, and an RFP vendors can’t game. Genesys, NICE, Five9, Amazon Connect, Cisco, Avaya and more, scored on evidence, not demos.
Solutions →Migration programmes
A costed business case early, then the programme run week by week: waves, gates, scope control and the packs your board needs, through to the last site live.
Solutions →Decommissioning the old estate
The servers, circuits, contracts and recordings the business case forgets. Costed line by line, switched off in waves, with certified disposal and sign-off at the end.
Solutions →AI, omnichannel and journey design
Conversational AI, self-service and channel journeys designed around your customers and your operation, so the new platform delivers more than a like-for-like move.
Solutions →Change, training and adoption
Change management, learning and development for agents, supervisors and leaders, one to one or at scale, so the new platform is actually used well.
Learning and Development →Managed services
End-to-end delivery with our partner ecosystem, from strategy through build, cutover and optimisation, at the level of support you choose.
Our partners →How we work
Independent advice, and a go-live that stays on track
- ✓ Independent. We are paid to help you choose well, not to sell you a platform.
- ✓ Evidence over claims. Roadmap is never treated as capability, and missing evidence is Unknown, never assumed.
- ✓ A real number early. The cost to get there and the saving at the end, in three scenarios, before you commit.
- ✓ Signed off by people. Every requirement, decision and pack is approved by a named person, with an audit trail.
The Velvet Rope
Two teams, so new ideas never derail go-live
Every new ask is logged and routed. Only what is essential to go-live crosses the rope.
CGS Advisor
Our platform for the whole buying and delivery journey
CGS Advisor turns decades of contact centre delivery into one evidence-led platform, used by CGS and our partners for every client.
Assessments
Vendor intelligence on an evidence ladder from claim to proven, knockouts and weighted scoring, and five-year cost scenarios.
RFP Generation
From a few plain questions to an approved, versioned RFP pack built from 151 CGS-written requirements.
Programmes
The business case, the journey and the Velvet Rope teams, weekly updates, ROI tracking and board packs from the data.
Grey Kit
The legacy estate costed and scheduled, switched off in waves, with energy, carbon and disposal certificates.
Deterministic by design: no AI in the numbers, the same inputs always give the same answer, and partners only ever see their own clients.
Leadership
Led by Jamie Easton-Wise
Chief Executive of Creative Global Strategy and Customer Acquisition CEO of the Year 2023, London. Jamie spent 25 years at American Express, latterly as VP Digital Transformation, leading the move of one of the world’s largest contact centre operations from legacy platforms to the cloud.
- Experience
- 30+ years in contact centres, digital and omnichannel, AI, BPO and global programme management across 16 markets
- Scale
- 34 contact centres, 27 countries, 200 million calls and 50 million chats
- Commercial
- $300m+ of vendor sourcing and around $400m of cost reduction delivered
- Platforms
- Avaya, Cisco, Genesys, NICE, LivePerson, Five9 and IVR, cloud and on-premise
- Recognition
- Customer Acquisition CEO of the Year 2023, London
Experience
Where we and our partners have contributed
100+ deployments in 27 countries, with budgets from thousands to hundreds of millions.
Questions we’re often asked
Moving a contact centre to the cloud
How do you choose between Genesys, NICE, Five9, Amazon Connect and the others?
By starting from your operation, not the vendor’s demo. We agree the requirements that matter, set the knockouts, and score each platform on evidence, so roadmap promises are never mistaken for capability. We are independent, so the answer is the platform that fits you.
How long does a CCaaS migration take?
It depends on scale, contracts and integrations. Most enterprise moves run in waves, with a pilot site live first and the rest following site by site. We build the plan and the business case with you early, so the timeline and the cost are known before you commit.
What does it cost to switch off the old platform?
More than most business cases allow. Servers, circuits, carrier commitments, recordings, licences and disposal all carry cost, and dual running adds more. We cost the legacy estate line by line and schedule the switch-off in waves, so the saving actually arrives.
Do you write the RFP, or help us evaluate the responses?
Both. We can build the RFP from your answers and our requirements library, issue it with a like-for-like pricing schedule, and then score the responses on evidence so the decision is defensible to your board.
Where do you work?
Our registered office is in London, with a US company in Delaware. We have delivered in 27 countries, for operations from 100 seats to 30,000.
Planning a move to the cloud, or stuck partway through?
Start with a conversation. We’ll tell you honestly where you stand and what it will take.