Consulting

The NSC Consulting Group is a specialist business unit within the NSC that focuses on the alignment of business objectives and IT, specifically within areas relating to Customer Experience Optimisation and Enterprise Collaboration.

Within the NSC Consulting Group our philosophy is simple. Your Agenda, Your Timeline, Your Outcome.

Through its well defined engagement methodology and frameworks, the NSC Consulting Group is able to assist organisations with strategy development and alignment, business process and requirements analysis, end-to-end solution architecture and design, implementation governance through to the measurement of the business outcomes against critical success factors.

NSC's approach to consultancy engagements is one based around collaboration with the business and its stakeholders. The collaborative process begins with the development of the consultancy Project Brief and continues through to the deliverables within each of the five consulting phases. 

Comprising a team of 12  specialist resources the NSC Consulting Group incorporates business consultants, systems analysts, solution architects and industry domain experts, all of which have extensive business and/or technology backgrounds within numerous industry segments.

Our Consulting services include;

• Strategic Planning
• Contact Centre Strategy and Business Alignment
• Business Requirement Development
• Business Case Development
• Procurement Process Management and Tender Development
• Business Process Reengineering
• Technology Consulting
• Contact Centre Operational Review

Our Approach

The Project Brief

The Consultancy Project Brief is an iterative document that enables both NSC and the customer to establish the specific objectives and deliverables to be provided through the consultancy engagement. The Brief details the frameworks upon which the consultancy process will be based and outlines the breadth and depth of the work within each phase. The Consultancy Project Brief is developed as a collaborative document to define the customer's requirements for the agenda, timeline and outcome requirements, while providing a clear overview of the agreed approach to the engagement.

The Project Phase

NSC's consulting methodology incorporates five (5) key phases that extend throughout the business lifecycle in relation to the assessment of technology projects and solutions. Each Phase within this methodology contains specific frameworks used to establish the required deliverables.

Business Consulting

Strategic Planning

With effective Strategic Planning the alignment of corporate strategy and business requirements can provide the appropriate communications and contact centre capabilities. Strategy that reflects the organisation's goals and requirements should drive the model upon which all communications and Customer facing services are based, this should include business communications, contact centres and Self Service.

NSC Consulting has considerable experience in the development of strategy, ranging from high level strategic planning right through to specific strategies for Telephony, Contact Centres and Converged Communications.

Business Requirement Development

Accurate and clearly articulated Business Requirements are the essential key to identifying and implementing a solution that will perform and provide a return on investment. Many failed or problematic implementations can be traced back to business requirements either being inadequate or irrelevant. On the other hand, having clearly identified and tested business requirements will assist with the whole process from solution identification through procurement to vendor management.

NSC Consulting has considerable experience with business requirement definition and documentation, including established methodology and documentation, to ensure that the process is efficient and accurate.

Procurement Process Management and Tender Development

NSC Consulting has the experience, including methodology and templates to either manage the entire procurement process, or to provide targeted assistance with individual aspect of the process. In addition to this, we have the resources and IP to manage the development of tenders, RFO's etc, and ensure that this is based on accurate business requirements to ensure that the procurement outcome is in line with strategy and requirements, and can provide a measurable return on investment.

Business Case Development

We recognise organisations work in high paced, complex environments, which means at times it can prove difficult to allocate valuable time to constructing business cases for applications, projects or changes which contribute to improved productivity.  NSC can remove that pressure using sophisticated quantitative techniques to help organisation's build business cases inclusive of informed and evidence-based detail. We use statistical analysis; simulation and modeling technologies to ensure our customers make fact-based decisions and deliver optimum value from their business models and processes.

Business Process Re-engineering

We utilise best of breed tools to improve and optimise business process. We adapt our approach based on knowledge, experience and the particular situation at hand. Our philosophy is simple - to optimise process to achieve substantial, quantifiable improvement in terms of cost, quality, service and speed.

Contact Centre Consulting

Business Contact Centre Strategy and Business Alignment

Businesses develop their vision and strategies for both the short and long term. Our strengths are in helping you to:

• Align your Contact Centre Strategy with the business processes
• Build a compelling company vision based on your company's unique strengths, goals and aspirations
• Develop innovative yet practical strategies (based on insights into key strengths, challenges and opportunities) to move your company towards its vision
• Communicate the vision and strategy to stakeholders to have full buy-in and full participation from all resources.

Contact Centre Operational Reviews

NSC conducts Operational Reviews intended to review seven core components within a Contact Centre.

• Financial Management
• Workforce Management
• Work and Queue Management
• Performance Management
• Knowledge Management
• Training Management
• Quality Management
• Continuous Service Improvement

The methodology used is to understand our customer's environment with a focus on gaining a detailed understanding of the business and how technology and applications can be used to solve the business problems that exist. The review focuses on the customer experience across all major touch points and what can be done to enhance that experience and provide a single view of that customer regardless of how they choose to contact the organisation.