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Contact Center Technology Consulting

ICMI Call Center Technology Consulting

Bringing your customer experience vision to life is easier said than done. Contact centers need their technology framework to work efficiently and effectively in order to support a successful customer experience without wasting resources. With countless tools and systems crowding the marketplace, it can be difficult to cut through the noise and design an optimized contact center ecosystem. ICMI is here is to help you attack these challenges head on and accelerate the pace at which you realized your CX vision.

Our team of contact center technology experts are dedicated to guiding you through whatever stage you are at in the optimization of your systems. Whether it’s evaluating current technology, streamlining tools and strategies, or shopping for and implementing new solutions, ICMI has seen it all and is ready to help. With over 30 years of experience working with customer service organizations large and small, ICMI is your partner for achieving business goals.


Speak with a call center technology expert


Technology Maturity Assessment

Take a quick self-assessment to learn where you're optimized & where you can improve your technology landscape.

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ICMI’s Technology Practice Offers:


AI  Optimization Assessments


Technology Optimization Assessments

   ICMI Checklist      Technology Assessment Icon
  Whether you're just embarking on your AI journey or regrouping based on roadblocks, ICMI is your trusted partner in charting the most effective course. Tap into our strategic AI framework and practical action plans to ensure success and long-term value.     

Maximize the value of your contact center technologies with a holistic assessment of your contact center’s systems. Partner with ICMI to analyze your current technology utilization, diagnose inefficiencies, identify solutions and detail a road map forward.


Unbiased Vendor Selection Services

   Technology Vendor Selection Icon
  There’s a plethora of technology options and tools when it comes to contact center operations. No matter your area of focus, ICMI can guide you through the selection process to ensure that you choose the best option and implement it correctly.  

Meet ICMI’s Technology Practice Leader

Josh Streets

Headshot for Josh Streets

Josh Streets lives life with one purpose: “To bring out the best in people and their businesses.” He is a trusted advisor to executives and organizations around the country regarding contact center operations, technology and leadership performance. Josh works with clients on a range of projects focused on contact centers, operations, technology, customer experience and leadership. As ICMI's Technology Practice Leader, he is applying his deep experience and proven success in working with contact centers of all sizes to guide ICMI's suite of contact center technology consulting services.


Josh learned the importance of high performing leadership and honed his business skills early by serving in Fortune 500 senior leadership roles over the course of nearly two decades before creating Scoreboard Group Consulting and joining ICMI as a consultant. Since 2015, Josh has worked with ICMI on medium to large sized strategic business performance projects.


Along with finishing his upcoming book ‘Fix the Root, Get the Fruit’, Josh spends a great deal of time traveling with his family and also serves the needs of several non-profit organizations and causes.

Ready to get started?

Reach out to ICMI’s team of experts and let us know the challenges and opportunities you’re facing. We know that each consulting engagement is completely unique, which is why we’re focused on designing the solution that is right for you.

Brands we've worked with

bed bath and beyond logo - ICMI contact center technology consulting

Isagenix logo - ICMI Contact Center Technology partner

Sephora logo - ICMI call center technology consulting client

Blue Cross Blue Shield - ICMI Contact Center Technology Consulting

BMW Financial Logo - ICMI Contact Center Technology Consulting client

Chesapeake Utilities logo - ICMI call center technology consulting client

WorldPay logo - ICMI Contact Center Technology Consulting

Vermont Country Store logo

Sentara health logo