Welcome
Experts in delivering solutions
Empowering organisations with tailored Contact Center Solutions.
About Acacia Consultants
Our Expertise
What We Do
At Acacia Consultants Ltd, we help organisations design, optimise, and future-proof their contact centre operations.
With over 25 years of hands-on experience in the contact centre industry, we bring deep operational insight combined with practical, technology-led consultancy. Our focus is simple: delivering measurable improvements to customer experience, workforce efficiency, and operational performance.
We work with contact centres of all sizes, supporting both transformation programmes and targeted improvements across people, process, and technology.
Expert IT Consulting Services
Recording & Voice Compliance
Acacia Consultants Ltd provides expert consultancy to help organisations implement, manage, and optimise call recording and voice compliance solutions in line with regulatory, operational, and customer experience requirements.
With over 25 years of contact centre experience, we understand that recording and compliance are not just technical controls—they are critical components of risk management, quality assurance, and customer trust.
Platform & Technology Expertise
Acacia Consultants has deep expertise across leading contact centre platforms, including:
- NICE MPower / NICE CXone
- Zoom
- Verint
We support platform strategy, implementation, optimisation, and ongoing improvement—ensuring technology aligns with your operational goals and delivers real business value.
Workforce Engagement Management (WEM)
Workforce Engagement Management (WEM)
We specialise in Workforce Engagement Management, covering both strategic design and practical delivery:
- Quality Management (QM)
- Workforce Management (WFM)
- Performance frameworks and coaching models
- Forecasting, scheduling, and capacity planning
- Agent engagement and productivity improvement
We help organisations turn WEM from a reporting function into a genuine driver of performance and engagement.
Contact Centre Consultancy
Digital Transformation Services
Workforce Engagement Management (WEM)
We provide end-to-end consultancy across all core contact centre disciplines, including:
- CCaaS strategy, selection, and implementation
- AI-powered chat and voice solutions
- Customer experience (CX) optimisation
- Operational design and best-practice frameworks
- Performance improvement and cost optimisation
Our approach is vendor-aware but client-first. We focus on what works for your business today, while preparing you for what’s next.
Digital Transformation Services
Digital Transformation Services
Digital Transformation Services
Our digital transformation services help organisations modernise their contact centre operations by adopting the right technologies, at the right time. We support you in navigating emerging trends across CCaaS, AI, and workforce optimisation, ensuring innovation delivers real operational and customer experience value. From transformation strategy and solution design through to implementation and optimisation, we help you achieve measurable, sustainable outcomes.
Why Acacia Consultants
- 25+ years of real-world contact centre experience
- Independent, practical, and outcome-focused advice
- Deep knowledge of CCaaS, AI, and WEM technologies
- Proven experience across regulated and high-volume environments
- A collaborative approach that works alongside your teams
