Back office implementation - Program Management.
Back office implementations fail when consultants treat them like IT projects instead of operational transformations. We bring agency-side perspective because we've been in the operator's chair—standing up systems, training staff, and living with the decisions long after go-live. At NTTA, Our leadership team who served as the COO delivered successful back office implementation by bridging the gap between vendor promises and operational requirements, ensuring the system worked for CSRs, violations processors, and finance teams from day one. New PMC approach focuses on the details that matter: workflow design that matches actual staffing models, integrations that support existing business rules, cutover strategies that keep revenue flowing, and training that prepares your team for production volume. We challenge vendor assumptions, translate technical jargon into operational impact, and ensure your requirements don't get lost in change order negotiations. We manage the full lifecycle from RFP support through hyper care, with particular strength in the messy middle—configuration decisions, UAT that actually tests real scenarios, data migration validation, and cutover planning that accounts for what happens when things don't go perfectly. You get program management from people who've processed payments, handled escalations, and closed month-end in a live tolling environment.
Contact Center Expertise.
Elite Tech Consulting delivers comprehensive call center technology solutions for tolling agencies and enterprises across public and private sectors. Our team of former NTTA operators and Implementation experience as a vendor at HCTRA brings deep industry expertise in designing, implementing, and managing contact center infrastructures on both on-premise and cloud-based platforms. We specialize in Cisco UCCX/UCCE, Genesys Cloud CX, Five9, NICE CXone, and Webex Contact Center, providing end-to-end capabilities including IVR/IVA systems, intelligent ACD routing, AI-driven self-service, and omnichannel engagement across voice, chat, email, and SMS channels. As a certified MBE/SBE firm with platform-agnostic expertise, we guide clients through strategic technology decisions and execute seamless migrations from legacy on-premise systems to modern CCaaS environments. Our managed services ensure optimal performance, continuous improvement, and maximum ROI from your contact center investment. Whether you're modernizing aging infrastructure, scaling operations, or enhancing customer experience, Elite Tech Consulting provides the technical knowledge and hands-on implementation experience to transform your contact center into a strategic asset that drives efficiency and customer satisfaction. Our executives as an Operator personally led the implementation of state-of-the-art IVR systems at the North Texas Tollway Authority (NTTA) and as a Vendor (Elite Tech Consulting) for Harris County Toll Road Authority (HCTRA, creating efficiencies that transformed how the agency engaged with its customers. That hands-on, senior-level experience now drives every engagement we take on. We have supported environments of 800+ agents with $1M+ in monthly self-service revenue achieved in Year 1.
Manual image review.
Our manual image review solution was built by toll operators, for toll operators. We've taken years of agency-side experience and developed proprietary software that addresses the real bottlenecks in high-volume transaction processing—not the theoretical ones vendors assume exist. The platform combines intelligent AI pre-classification with human-centered workflows that keep reviewers productive without sacrificing accuracy or audit compliance. Unlike vendor solutions designed around technology capabilities, our system was architected around actual operator pain points: inconsistent image quality, edge-case scenarios AI alone can't resolve, audit trail requirements, and the need to balance speed with defensibility. The AI handles the routine, the interface surfaces what matters, and your team makes the final call with full context. We've implemented this across multiple tolling environments and consistently see improved throughput, reduced reviewer fatigue, and stronger violation defense rates. We bring implementation expertise from the operator perspective—configuration, staff training, quality assurance protocols, and integration with existing tolling and violation enforcement systems. Our certification as MBE/SBE/Texas HUB means we understand procurement requirements, and our agency background means we speak your language, not sales pitches.
Where this plays out.
Past engagements with measurable outcomes — proof these aren't slide-deck capabilities.
Past Performance →