Justify It Before You Deploy It.
Three phases, each with its own mandate. We tenaciously identify, justify, select and deploy transformational AI and Lean solutions for cost reduction and customer-experience improvements.
Almost every contact centre has now bought something with AI in the name. Far fewer can show what it returned. The usual reason is sequence: the platform decision came first, and the question of what the operation actually needed came second — so the business case was written to justify a purchase rather than to direct one.
We work the other way round. Before any platform conversation, we establish what your operation costs today, which contact types genuinely suit automation, and which ones will cost you more in failed containment and repeat contacts than they save in deflection. As much as 60% of agent effort can happen away from live contacts, and that work is usually invisible to the deflection business case — which is precisely why the promised savings so often fail to appear.
The output is a costed, sequenced roadmap you can take to a CFO: what to automate, what to leave alone, what it will cost, and what it should return. Then we manage the deployment to production rather than handing over a strategy and leaving.
The Three Phases
Plan & Justify
The AI readiness assessment. Evaluate what the organization is actually ready for, identify the opportunities, and set a strategic direction that survives a CFO's questions.
Deploy
One decision first: use the AI already resident in your CCaaS ecosystem, or integrate a solution from another vendor? We answer that with evidence, then run the deployment.
Evolve
Support the tools in production, keep them aligned to the strategy, and keep finding value through Lean Six Sigma analysis after go-live.
How We Build the Roadmap.
Eight steps, from raw data to a roadmap you can fund.
Current-state data capture
Reports, call and email reviews, side-by-side monitoring and SME interviews.
Volumes and complexity
Volumes by contact type and complexity, and how long each pain point takes to process.
Current costs
Cost by contact type, with and without outsourcing.
Pain points mapped to AI
Each one mapped to AI features by complexity and timing, and by whether your platform already covers it.
Prerequisites
What each AI feature needs in place before it can work.
Future-state costs
Cost by pain point and by contact type once the changes are in.
Lean opportunity log
The improvements that need no technology at all.
The final roadmap
What to turn on and when, costed and in order.
Guided by 20 key functional disciplines. Interviews never run longer than 2 hours, and workshops never longer than 2.5.
Which AI Goes in When.
The order matters as much as the choice.
The foundation
Measure the work, standardize the process, fix the knowledge base. Find out why any earlier AI pilots stalled.
Behind the agent
AI that helps the agent, where a mistake is caught before the customer sees it: interaction summaries, auto wrap-up, knowledge suggestions, agent assist, AI quality monitoring.
In front of the customer
Self-service once the knowledge is ready: digital and voice bots, virtual agents, predictive routing, journey analytics.
Not every operation needs every stage, and not every capability earns its place. Evaluation does not imply recommendation.
Commercial Options
Short-term impact
10 days a month for one to three months, your choice of duration. Extra days at a discounted rate. Days don't need to be sequential.
Longer-term partnership
10 days a month for four months or more, at a lower rate than Option A. Same access, focused on sustained improvement.
Milestone-based
Pay in phases against key project milestones, so you only pay for measurable progress.
Flexible commercial models across advisory, implementation and partner-supported deployment. We resell nothing and take no referral commissions — what we recommend is what your operation needs.
Want the AI readiness assessment costed for your operation? We will tell you honestly where it pays off.
Talk it through