Contact Centre Technology Review
An independent plan for channels, AI and platform choice.
- How long2 to 3 weeks
- How we workFixed package
What you receive
An independent plan for your contact centre: which channels, where AI helps, which platform, and what it all costs.
How do we really handle calls today?
You receiveAn audit of your calls, scripts, dispatch and channels
Recommendations rest on how you really work.
What it is. A close look at your call types, scripts, dispatch rules and channels.
Why it matters. Recommendations rest on how you really work.
Where would AI help, and where would it hurt?
You receiveWhich call types AI can take on
AI saves time without upsetting clients or callers.
What it is. The call types AI could handle well, and those that should stay with people.
Why it matters. AI saves time without upsetting clients or callers.
Which platform should we choose?
You receiveA shortlist of platforms with full costs
You compare like for like, with no surprises later.
What it is. A shortlist of platforms with the full cost of each, including the hidden extras.
Why it matters. You compare like for like, with no surprises later.
How would we move?
You receiveMigration options
Change without downtime or lost calls.
What it is. Ways to move to a new platform without disrupting your clients.
Why it matters. Change without downtime or lost calls.
Is it worth it?
You receiveA business case
A clear case for your board or owners.
What it is. Costs, savings and risks set out for decision makers.
Why it matters. A clear case for your board or owners.
What happens when?
You receiveA roadmap
A plan you can start on straight away.
What it is. The steps in order, with timings.
Why it matters. A plan you can start on straight away.
From brief to done
- 1
Week 1
Audit
Calls, scripts, dispatch and channels reviewed.
- 2
Week 2
Options
AI opportunities, platforms and migration routes.
- 3
Final days
Decide
The business case and roadmap.
How many calls are we losing, and why?
Call flow review. How calls reach your team today, and the three changes that would lose fewer of them.
- A 30-minute walkthrough of how calls are answered and routed
- A one-page note with three changes, in order
- It is free. There is nothing to pay and nothing to sign.
- The report is yours to keep and share, whatever you decide.
- No sales call unless you ask for one.
Questions people ask
How much does it cost?
We send a written quote after your request: what it covers and what it does not. The tier, scope and timing set the price.
Could I just use AI for this?
AI drafts code and prototypes quickly, and we use it every day. It cannot decide what to build, prove that it is secure, or answer for it when real people rely on it. That is the part you are hiring us for.
Who owns the work?
You do. Code, designs, files and documents are yours, and the quote says so in writing.
Can we change the scope?
Yes. If something needs adding or removing, we agree it in writing before we do it.
What happens after?
Most people go on to Answering Platform Rollout, but there is no obligation. You keep everything we made.