Blackchair
Blackchair operates at the intersection of Customer Experience (CX) and IT operations, providing tools to automate, audit, and manage contact center platforms such as Genesys, Cisco, Five9, and other CCaaS (Contact Center as a Service) platforms. Its primary focus is helping large enterprises manage configuration changes, maintain compliance, and ensure platform stability. Contact center transformation can be considered as the main industry of Blackchair. Transform your customer experience with data driven CX optimization and transformation services Streamline operations and enhance customer satisfaction.
At the same time, this can fall under different categories depending on how they are classified. Some possible categories are:
Contact center transformation: is a specialized segment within the broader customer experience (CX) and digital transformation industry. It refers to businesses which support the modernization of traditional call centers into cloud-based, automated, and analytics-driven contact centers.
Contact center migration: is an industry niche focused on moving legacy, on-premise call center infrastructure to modern, cloud-based platforms—commonly referred to as CCaaS (Contact Center as a Service). This includes organizations which are involved in data migration, system integration, reconfiguration, user training, and ensuring minimal service disruption. It’s a critical part of digital transformation efforts, especially for large enterprises aiming to improve scalability, customer experience, and operational resilience. Vendors in this space often provide tools for automation, rollback, and compliance during the migration process.
Contact center configuration: refers to the setup, management, and optimization of all technical and operational components within a contact center. This includes routing rules, IVR (interactive voice response) flows, agent skill settings, queues, integrations with CRMs, and compliance policies. The industry around it focuses on enabling enterprises to manage these complex environments efficiently—often through automation tools that reduce manual effort, minimize errors, and ensure consistency across cloud or hybrid contact center platforms.