Contact Center & AI Readiness Assessment
Know where AI will help your contact center, and where it will cost you callbacks.
In three to four weeks, two senior operators review your contact center end to end. You get a vendor-neutral view of which contacts AI can resolve, which it should only assist, and the operating fixes to make first, so any platform you buy lands on a process that works.
Six things to fix before you automate.
Contact demand
Why customers call, failure demand and repeat contacts.
Routing & IVR
Menus, transfers, and containment versus callbacks.
Agent workflow
What drives handle time, the desktop and after-call work.
Knowledge
Accuracy, ownership, and what a bot would learn from.
Quality & CX
QA scorecards, first-contact resolution, complaint themes.
Data & integration
CRM, telephony and readiness for AI tools.
Yours to keep.
- Contact-reason map with volume, cost and failure demand
- AI use cases ranked by value and risk: resolve, assist or leave alone
- Operating fixes to make before any AI goes live
- Vendor-neutral requirements for an RFP or a pilot
- Leadership readout with a 90-day plan
3 to 4 weeks.
Fixed fee for one contact center, three to four weeks. Vendor-neutral: we don't resell platforms, and any partner relationship is disclosed in writing.
Contact centers of roughly 20 to 300 agents that are weighing an AI or cloud contact-center platform, or have deployed one and are seeing callbacks rise.
- Not a platform sale or an implementation
- Not an IT security assessment
- Built to work alongside your IT team and any vendor you choose
Before you ask.
Why not take the free assessment a vendor offers?
A vendor's assessment is built to sell its platform. Ours tells you which contacts not to automate, and which operating fixes have to come first, whichever platform you choose.
We already deployed AI. Is this still useful?
Yes. If containment is up but callbacks and complaints are rising too, we find the contacts the bot is failing and fix the routing and knowledge behind them.
What do you need from us?
Contact and call-reason data for the last six to twelve months, access to call recordings or live listening, and time with team leads and agents.
Do you implement the platform?
No. We write vendor-neutral requirements and can run the pilot with your chosen vendor. Any partner relationship is disclosed in writing.
Start with a free 45-minute call.
45 minutes with Jacque or Tamer, not a sales rep. A straight read on whether this is the right step.