Where do you start?
A four-week, fixed-fee assessment that tells you what you actually have, where AI will genuinely pay for itself, and what to do first — before you commit to a project.
Kickoff to executive readout, delivered remotely
Inspection points, every one a documented finding
Of your fee credited toward the project that follows
We look. We never change your configuration.
Most contact centers were not designed.
They were inherited.
A migration carried the old design forward. The partner who built it moved on. It functions — but nobody is confident about changing it, and nobody can say where AI actually fits.
Twenty points. Four areas. Every one a documented finding.
You should not have to authorize a redesign to find out what a redesign would involve. Our engineers get read-only access to your live environment and review it against a twenty-point checklist — then hand you the prioritized roadmap. It is yours to keep, whoever ends up doing the work.
Platform, licensing & access
What you own, what you are paying for, what is still under contract, and who can actually change it.
The caller experience
Your menus, your queues, your routing, and what a customer really gets when they call. We place the calls ourselves.
Applications & integrations
The flows, the data lookups, the screen pops, the custom pieces — everything between your systems and your agents.
Reporting, operations & AI readiness
What you can measure, what you cannot, your cost per interaction today, and where automation would genuinely pay for itself.
- Platform inventory — cloud, on-premises and hybrid state; versions; what is live versus dormant
- Licensing and term — seats consumed against entitlement, subscription dates, renewal exposure
- Voice and PSTN path — carriers, gateways, dial plan, peak concurrent calls, daily volume by line
- Administrative ownership — who built the environment, who can still change it, what access has lapsed
- Number and routing map — DIDs, toll-free numbers, hunt groups and where each one actually lands
- Menu and IVR structure — depth, prompt wording, and whether speech is genuinely used or bypassed
- Live path tracing — test calls through your highest-volume paths, exactly as the customer experiences them
- Error and exception branches — where calls fail, misroute, or disconnect
- Queue and routing logic — skills, teams, overflow, wait-time calculation and whether it functions
- Callback handling — courtesy callback, abandoned-call recovery, and whether either is actually firing
- Hours, holidays, emergency — schedules, announcements and emergency treatments
- Flow and script inventory — active versus abandoned flows, versioning discipline, maintainability
- Data and CRM integration — database dips, screen pop, middleware, what data reaches the agent
- Custom desktop and API — widgets, custom components, third-party vendors in the path
- Recording and compliance — recording, quality management, and PCI or HIPAA obligations
- Report inventory — which reports exist, which are used, which are missing
- Real-time and alerting — dashboards, wallboards, supervisor tooling, and whether alerts reach anyone
- Operational baseline — volume, speed of answer, abandon rate, and how staffing is actually calculated
- Digital and SMS state — text, chat and email, inside the contact center or running alongside it
- AI readiness and cost — self-service candidates, containment opportunity, and your current cost per interaction as the baseline to beat
Four weeks. Four steps. A method we have run for years.
The same discovery discipline behind our biggest transformations — delivered remotely, pointed at business and AI outcomes.
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Week one · Research
We start before you do
We research your business, read your reviews, and call your customer service lines ourselves — so we arrive already knowing what your customers experience.
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Week two · Interviews
We talk to the people who live in it
Your CX leadership, your supervisors, your agents, your IT team — plus a dedicated set of AI and automation readiness questions that tells us where technology would actually pay for itself.
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Week three · Observation
We watch the work
Screen-share observation of agents and supervisors, recorded-call review, and live test calls placed through your busiest paths — under read-only access, in your real environment.
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Week four · Readout
We work from your numbers
Your reports, your volumes, your staffing math. An ROI built on our benchmarks instead of your data is not worth reading — so we build it from yours, then walk your leadership through all of it.
A roadmap written for your leadership and your engineers.
- Roadmap & findings document — the primary deliverable, executive-ready and engineer-usable
- Environment snapshot — platform, licensing, voice path, volume and contract term as they exist today
- Call flow documentation — current-state flows in Lucidchart, with before-and-after views
- A prioritized “start here” list — in order, with the reasoning behind the order
- Phased program roadmap — the sequenced work beyond the immediate fixes
- ROI framework — the numbers that would justify the investment, and how to measure them
- Budgetary options — the paths forward, with no obligation to take any of them
- Leadership readout — a presentation for your executives, and a working session to walk through everything
See what the roadmap looks like
We recently completed this assessment for a nationwide transportation company. Request the redacted roadmap and see exactly what your team would receive.
Request the sample roadmapConsultation only. On purpose.
Not a sales document
This is not an RFP response and not a statement of work. It tells you what can be done and in what order — not on what terms.
Not an implementation
We do not change your configuration. Access is read-only throughout the engagement.
Not a commitment
Whether we do the work is a separate decision — made later, with better information.
Not an outside opinion
Every finding comes from your live environment, your calls, and your numbers — not from a benchmark deck.
One fixed fee. Half of it comes back.
AI Roadmap & Assessment
- 50% credited toward your project — move forward with Workflow Concepts and half your assessment fee credits against your statement of work, block of hours, or CX TOPS agreement
- You own it, whoever does the work — the roadmap is a portable, vendor-neutral document. It is yours whether or not you engage us for the project, and we say that out loud
- Approximately four weeks — kickoff to executive readout, delivered remotely
- Larger environments — multi-site, multi-platform or multi-business-unit scope quoted on request
We do not propose from the outside. We get in and look.
On a recent assessment for a nationwide trucking carrier, read-only access to the live environment surfaced problems no outside proposal — and no AI pitch — would ever have caught. None of it was visible from a conversation, and all of it was fixable in the first phase of work.
That is what an AI roadmap has to be built on. Before anyone talks about bots, containment, or copilots, someone has to know which calls are failing, what agents look up by hand, what an interaction costs today, and which data an automation could actually reach. That is the assessment.
- Drivers were being disconnected after a two-minute wait — silently, in the busiest queues.
- A queue-information step was failing on effectively every call.
- Callbacks had been configured — and had never once fired.
Average speed of answer, before and after our work
Transportation clientOne client, three major transformations, still with us
Of U.S.-based CX engineering — Portland, Maine
Certified expertise
Not sure where to start? That is the point.
Book a short call. We will tell you honestly whether an assessment is the right first step for your environment — and if it is not, we will tell you that too.