Contact Center

Your contact center is one of your organization’s most valuable assets for cultivating customer satisfaction.

Cerium Networks applies over 15 years of experience designing and integrating leading contact center technology for organizations across the Northwest to create communication solutions that strengthen customer engagement. We partner with industry leading manufacturers to offer best in breed solutions for on-premises, cloud, and hybrid deployments. We surround these solutions with a full range of professional services offerings to ensure your contact center initiatives are being met.

Our approach

More than just a simple integrator, Cerium blends industry-best technology with ongoing consultation, business intelligence, and progressive contact center strategies for creating satisfying customer experiences that sets your business apart from the competition.

Cerium’s proven approach for designing, deploying, and refining contact centers was carefully crafted and finely honed processes to create contact center solutions that deliver exceptional customer experiences. We start by assessing your current contact center environment. Then we design a solution that enables experiences based on what matters most to your customers and your organization.  

Our services

Whether you are focused on optimizing performance, improving customer satisfaction, increasing operational efficiency, or generating more revenue, Cerium’s team of seasoned contact center consultants can help. We have decades of contact center experience working with organizations of all shapes and sizes. Cerium can help solve just about any operational, performance or technology challenge your contact center may face.

Cerium tailors customized engagements to develop results-oriented solutions for your specific customer services goals and challenges. We can help you develop a roadmap that aligns your organization around a clearly-articulated, shared vision of the optimal customer experience. Every touch. Every time.

Assessment & Strategy Services

Multi-channel contact center strategy

Strategy development to ensure your agents can move seamlessly between social media, mobile care, live chat, email, and voice calls. They’ll be able to respond more efficiently and provide customers with a better experience across all channels.

Operation performance assessment

In-depth assessment of the contact center organization focused on structure, process, technology, and resources.

Standard assessment

Focused look at processes and technology within your contact center.

Rapid business assessment

High-level review of your contact center environment.

Metrics assessment

Review to ensure KPIs are aligned with desired behavior, outcomes and customer satisfaction.

Workforce management assessment

Utilization and process assessment of your workforce management practice.

Quality management program assessment

Utilization and process assessment of your call recording and quality assurance practice

Call routing optimization

Design and deploy an enhanced strategy to ensure your call routing techniques are meeting your customer experience goals.

Call routing tune-up

Clean up specific call flows to simplify tasks and produces high-quality results in the least possible time

Our Training

Cerium offers a full range of contact center training solutions, giving you options for choosing the most effective method of delivering training for your teams.  Our training programs are designed to enable agents, administrators, support staff, and management to get the most from your contact center solution. Our interactive courses are customizable, with role-play and casework that encompass typical “day in the life” scenarios of your contact center professionals. Our trainers assess each student’s demonstrated skills and adapt our training to reinforce the appropriate skills to improve their performance.

Good training is essential for preparing contact center agents to meet the increasing expectations of your customers. At Cerium, we believe training isn’t expensive, it’s priceless.

We are grateful for this consultative relationship. I feel like we have a partnership with Cerium, and that we can have a discussion about changes, goals, needs.

—Director of Student Records and Running Start, Columbia Basin College

Want to see more ways Cerium has helped our customers succeed?


Cerium Resources

Access to the resources you need to make the most of your hardware and software solutions.

Impressions of Avaya ENGAGE 2019

A select group of Cerium’s staff joined over 2,700 Avaya executives, customers, partners, consultants, members of the press and industry pundits at Avaya ENGAGE 2019 in Austin, Texas, the premier industry trade show for Avaya/Nortel users. ENGAGE featured four days of...

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our element is communication


Effective communication is an essential element found in all successful business relationships. Employee satisfaction and customer satisfaction can rise and fall based on this key element. If you would like to communicate with us please use this form to tell us a little bit about what you would like to discuss. We will ensure that the most appropriate Cerium associate will contact you immediately.

For non-emergency support requests, please click here to contact the Cerium Support Center (CSC)

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