About Us
At Nopaque, we believe everyone deserves a seamless experience when they reach out to an organisation for help.
Our vision is to elevate Customer and Employee Contact Experiences to a point where challenges are resolved on the very first interaction. Through our range of consulting and product services, we help organisations enhance the services they provide, whether they are human assistance or self-service.
We empower organisations with the clarity and transparency necessary to design and deliver world-class, user-friendly First Point of Contact solutions. Join us in simplifying and advancing your self-service technology and customer/agent experiences.
The Story so Far
Phil Smith
Co-Founder
After having worked as a technical support specialist (agent) in a contact center at the start of his IT Career, Phil found himself stumbling across contact centers again some 15 years later. After a colleague eagerly showed him Amazon Connect, Phil and a small team built a consultancy and implemented Amazon Connect in a number of UK Banks and Building Societies as well as many other organisations.
Phil has been recognised time and again for his entrepreneurial skills, often having the ability to connect the right technologies and people to create real world problem solving solutions. Nopaque is no different and is founded on the premise that organisations are just not hitting the mark when it comes to solving customer challenges effectively.
What constantly plagued Phil however, was that on the surface organisations always say they want to ‘improve customer experience’, however, underlying this instead, the drive is often to save cost through implementing Cloud Technology. Needless to say this hasn’t worked out so well for organisations that have approached their customer experience transformation with an underlying tone of saving money.
Secondarily, as Phil progressed into leading the engineering for a large implementation, he noted that testing and validation of changes to experience was lacking and extremely expensive. On investigation he found that the current incumbent providers of this technology are not operating in an on-demand cloud ready way. Despite lobbying them no notable changes were made in his 2 year tenure, leading to what Nopaque is today.
Nopaque has started out building products that can offer a more on-demand consumption model for performance, experience, stability and functionality testing of different contact methods, starting out with DTMF and then progressing into voice and chat bot. The full SaaS Platform will allow customers to better manage their testing costs and coverage of testing change.
Steve Mew
Co-Founder
Steve started his career at Digital and Microsoft HQ in the US where he worked on OpenVMS, Windows Operating Systems, SQL Server and various tooling for large enterprise platforms.
In 2004 he moved into general .Net and SQL Server consultancy where a highlight was building out a few high frequency and low latency trading systems in Australia and Malta.
He moved back to the UK in 2012 and joined the pioneer wave of Cloud Computing and was part of the early journeys for both Cloudreach and Nordcloud, both of which were the flagships AWS consultancies of the day. With a strong background in full stack and delivery of many Cloud projects over a decade this led him towards a stint building a bank from scratch in Hong Kong and then back into the finance world for a time at Barclays in the UK.
Steve and Phil worked together in Building out Nordcloud UK early on and since then often talked about building a company together one day. Today that time is here and we find ourselves working on Nopaque together to bring the best of customer service & next generation SaaS platforms to an industry segment ripe for disruption.
The mindset
"When we try to pick out anything by itself, we find it hitched to everything else in the universe." - John Muir
In today's business landscape, the overwhelming consensus among the general public is that customer experiences matter more than ever. Organisations across industries aspire to innovate and elevate their customer and employee interactions, especially when it comes to customer contact.
However, a significant number remain unaware that the key to achieving these elevated experiences begins with simplifying and demystifying their products, processes, and services.
At Nopaque, we recognize the growing demand for exceptional customer and employee experiences. Our mission is to guide organisations on this transformative journey by harnessing the power of modern technologies like Generative AI and Sentiment Analysis. With our extensive expertise spanning the Contact Centre, Cloud, and Testing industries, we are well-equipped to help businesses integrate seamless First Point of Contact solutions. From the initial design phase to the final implementation, we work alongside our clients, validating the necessary changes required to enhance customer experiences.
In a world where every interaction matters, Nopaque serves as a trusted partner, ushering organisations into a new era of customer-centricity. We understand that simplicity is the ultimate sophistication, and our approach is rooted in removing the complexity that hinders remarkable customer and employee engagement. Join us in this journey to transform your customer contact experiences, setting new industry standards for clarity, transparency, and customer satisfaction.
How we work
Embrace an Agile Approach: Listen, Learn, Innovate, Design, Discuss, and Iterate. At Nopaque, we believe in starting with a 'Day Zero' or 'Sprint Zero,' where 'Day Zero' represents a single day, and 'Sprint Zero' may extend beyond that timeframe. Our agile journey begins with understanding your top challenges related to First Point of Contact (FPoC).
To tackle these challenges effectively, we first embark on a discovery phase, identifying the pain points we aim to address. Our approach blends consultancy and delivery, complemented by the strategic use of our products. Once we've absorbed insights and knowledge about your primary challenges, we proceed to design and execute a proof of concept.
During this phase, we actively engage in discussions with you, seeking your input and feedback. We value your perspective and work collaboratively to refine and adapt the solution based on your preferences and dislikes. This iterative process ensures that the final outcome aligns seamlessly with your goals of enhancing customer services.
Our agile methodology allows us to pivot and adjust as needed, keeping the focus on continuous improvement and delivering value to your organization. Together, we'll navigate the dynamic landscape of customer contact experiences and drive progress toward your ultimate service excellence goals.
Let’s Work Together
86-90 Paul Street, London, England, United Kingdom, EC2A 4NE
E-Mail: info@nopaque.co.uk