The Challenge
ResQ operates large-scale contact centres across the world and needed technology that could keep pace with rapid expansion. Since 2015, they have relied on Vivato to build a wide range of systems to support sales operations, workforce management, quality assurance and reporting. As their teams grew, manual processes and disconnected tools would have limited performance and slowed decision-making.
They needed dependable software that could evolve with their growth, integrate across the Microsoft ecosystem and support emerging uses of artificial intelligence. Early value was important. Each project needed to deliver measurable improvements quickly so the business could see fast returns on investment while preparing for future scale.
The Solution
We worked closely with ResQ as an outsourced development partner, delivering hundreds of systems tailored to their operational needs. These included sales platforms, data warehouses, workforce management tools, QA solutions and comprehensive reporting suites.
All systems were built within the Microsoft ecosystem, supported by secure cloud infrastructure and enhanced with AI-driven capabilities where appropriate. Our teams worked alongside ResQ's operational leads to prioritise the most impactful features first, ensuring improvements reached the floor quickly while longer-term enhancements followed in controlled phases.
This approach allowed ResQ to adopt new technology at the right pace without disrupting ongoing operations. Each solution was designed to be scalable, reliable and easy for their teams to use across multiple sites worldwide.
The Outcome
Technology has played a major role in ResQ's expansion. They have grown their workforce by 500% and are now one of the North of England's largest private employers. The systems delivered over the years have supported that growth by streamlining operations, improving data visibility and giving teams confidence in the tools they use every day.
The partnership has also helped ResQ remain at the forefront of contact centre technology. With consistent access to specialist development expertise, they have been able to adopt new approaches early and maintain strong operational performance in a competitive market.
By focusing on early value and long-term capability, the solutions delivered have supported both immediate gains and sustained evolution across the organisation.
