Contact Center, AI &
Salesforce, made simple.
Transformation and ROI don't have to be hard. I bring the strategy and the hands-on technical delivery to take customer service from on-premise pain to cloud and AI that pays back across service, sales, and the whole enterprise.
From overwhelmed agents to AI-empowered service.
AI assists your reps in real time and deflects routine interactions on its own, 24/7, grounded in your enterprise data with security and compliance built in. Customers get faster answers across every channel, and agents stop drowning. That's the contact center transformation I deliver with Salesforce Service Cloud, Voice, and Agentforce AI.
Typical results across 30+ enterprise programs, before vs. after cloud + AI
transformation
What I offer
Engage me for the strategy, the build, or the whole journey. However far you need to go, I meet you there.
Advisory & consulting
Technical and business consulting, from vendor and platform selection to architecture, roadmaps, and the business case that wins executive buy-in.
Implementation & delivery
Hands-on build of Salesforce Service Cloud, Service Cloud Voice and Agentforce Contact Center, with Agentforce AI agents across messaging and the phone channel, plus partner telephony and CCaaS integrations, delivered on best practices.
End-to-end transformation
The full journey under one partner: strategy, design, build, and measurable results. Discovery through go-live and beyond.
Go deeper:Service Cloud VoiceAgentforceCCaaS migrationROI calculatorAll services
in service transformations architected & delivered
Across 30+ enterprise CX programs, from pre-sales and solution architecture through live, measurable delivery.
Platforms I architect & implement, hands-on
I speak the boardroom
Discovery, business cases, and a transformation roadmap aligned to real KPIs. The consulting that wins executive buy-in.
And I build the solution
Hands-on Salesforce, Agentforce, and CCaaS delivery. I direct developers or get into the build myself, shipping working software on best practices.
operate
Measured by results, not slides.
I learn the business first, then define what success looks like with you, in real KPIs, not over-promises. I translate those goals into technical requirements, build the working solution, and track the numbers.
Then we improve and run the loop again, every cycle measured against the success we agreed on up front.
I'll always tell you the truth, whether something's working and should stay, or whether it needs to change. That honesty has followed me through every engagement. It's made my clients successful, and it's made me successful throughout my career. No overselling, just real talk and real results.
I started answering the phones. Now I redesign how they're answered.
Shvarzman Consulting is an independent contact center, AI and Salesforce consultancy based in Miami, FL, founded by Sean Shvarzman. It helps enterprises move customer service from on-premise systems to Salesforce Service Cloud, Service Cloud Voice, Agentforce AI and modern CCaaS platforms, covering strategy, architecture and hands-on build.
I began my career as a call center agent, taught myself the systems behind the queue, and became a Senior Principal leading contact center transformations for billion-dollar brands. I've sat in the agent's seat, the architect's seat, and the boardroom. And I'm the generation your customers belong to. I know how they expect to self-serve, because I am that customer. More about how I work →
Enterprises I've helped transform.
What could AI deflection recover for you?
Assumes ~30% deflection of routine contacts. The real target is one of the first KPIs we define together. See the full formula and assumptions →
Frequently asked questions
What does Shvarzman Consulting do?
Shvarzman Consulting is an independent contact center, AI and Salesforce consultancy based in Miami, FL. It helps enterprises move customer service from on-premise systems to Salesforce Service Cloud, Service Cloud Voice, Agentforce AI and modern CCaaS platforms, covering strategy, architecture and hands-on build under one consultant.
What is the difference between an advisory and an implementation engagement?
Advisory covers vendor and platform selection, architecture, roadmaps and the business case that wins executive buy-in. Implementation is the hands-on build of Service Cloud, Service Cloud Voice, Agentforce Contact Center and Agentforce agents across voice and messaging channels, plus partner telephony and CCaaS integrations. End-to-end transformation combines both, from discovery through go-live and beyond.
Which platforms do you work with?
Salesforce Service Cloud, Service Cloud Voice, Agentforce Contact Center and Agentforce, including Agentforce Voice agents on the phone channel. Partner telephony and CCaaS platforms: Amazon Connect, Genesys, Five9, NICE CXone, Talkdesk, Cisco and RingCentral, with AI from Agentforce and OpenAI. Channels include voice, chat, email, SMS, WhatsApp, Facebook Messenger and Apple Messages for Business.
What results can a contact center expect from AI deflection?
Typical results across my programs, comparing on-premise operations before transformation with cloud plus AI after: customer satisfaction from about 65% to 85% or more, average handle time from about 9.2 to 5.5 minutes, and first-contact resolution from about 58% to 75% or more. Every engagement defines its own KPI targets up front and tracks them after go-live.
Do you work with companies outside Florida?
Yes. Shvarzman Consulting is based in Miami, FL and works with enterprises across the United States, remotely and on site. Past programs include Southwest, McKesson, Norwegian Cruise Line, Princess Cruises, Patagonia, UCSF, Amica, Avetta, Texas Oncology and Mom's Meals.
How does the free 30-minute discovery call work?
Pick a time in the calendar on this page. We talk through where your contact center or Salesforce is stuck and what is possible. If I can help, we map out next steps. If I cannot, I will tell you that too. There is no cost and no obligation.
Let's talk for 30 minutes.
Tell me where your contact center or Salesforce is stuck, or where you see potential to do even better. If I can help, we'll map out what's possible. If I can't, I'll tell you that too. It's free either way. Pick a time below.