Urgent
Add Emergency Agents
Temporarily increase staffing to absorb current demand peaks and reduce customer wait times.
TimelineImmediate
CategoriesWorkforce · Experience
Capabilities
Key Features:
- Workforce ramp-up
- Queue stabilization
Transformation Recommendations
Discover our comprehensive suite of contact center transformation programs tailored to your operational needs and maturity level.
Capabilities describe the operational outcomes each recommendation strengthens.
Priority
Right-Size Workforce
Rebalance staffing and redeploy excess capacity to higher-value work while maintaining service levels.
Timeline30-60 days
CategoriesWorkforce · Experience · Analytics
Capabilities
Key Features:
- Workforce reduction
- Cost optimization
- Load balancing
Enhancement
Develop Premium Service Tier
Use available capacity to launch a premium support tier for high-value customers.
Timeline60-90 days
CategoriesWorkforce
Capabilities
Cost Model
PricingFixed annual
Annual Run€15,000
Billing metric: premium service layer
premium service layer: €15,000/year
Key Features:
- Premium CX tier
- VIP service
- Revenue per contact
- Human-led resolution
Enhancement
Transform to Revenue Generation Center
Turn the contact center into a growth channel through proactive offers and value-based engagement.
Timeline90-120 days
CategoriesWorkforce
Capabilities
Cost Model
PricingFixed annual
Annual Run€25,000
Billing metric: revenue enablement layer
revenue enablement layer: €25,000/year
Key Features:
- Upselling via service
- Proactive engagement
- Cost-to-revenue pivot
Urgent
Implement Digital Deflection
Launch chatbot and self-service journeys to shift simple requests away from agents.
Timeline30-60 days
CategoriesDigital · Automation
Capabilities
Cost Model
PricingHybrid
Annual Run€12,000
Usage€0.02 / interaction
Implementation€25,000
Billing metric: interaction
Annual run: €12,000/year
€0.02 / interaction
Covers
Key Features:
- Self-service automation
- Basic chatbot
- Contact deflection
Priority
Enhance Digital Deflection
Improve existing self-service and chatbot flows to increase digital containment.
Timeline30-60 days
CategoriesDigital · Automation
Capabilities
Cost Model
PricingHybrid
Annual Run€18,000
Usage€0.03 / interaction
Implementation€30,000
Billing metric: interaction
Annual run: €18,000/year
€0.03 / interaction
Covers
Key Features:
- Self-service portal
- FAQ automation
- Enhanced chatbot
Enhancement
Maximize Digital Deflection
Scale digital containment to the highest sustainable level for your operation.
Timeline45-60 days
CategoriesDigital · Automation
Capabilities
Cost Model
PricingHybrid
Annual Run€30,000
Usage€0.04 / interaction
Implementation€45,000
Billing metric: interaction
Annual run: €30,000/year
€0.04 / interaction
Covers
Key Features:
- Advanced chatbot
- Virtual assistants
- Self-service portal
Enhancement
Workflow Micro-Automation
Automate repetitive activities (wrap-up, notes, lookups) and simple intents to save agent time.
Timeline30-60 days
CategoriesAutomation · Digital
Capabilities
Cost Model
PricingHybrid
Annual Run€8,000
Usage€0.01 / execution
Implementation€20,000
Billing metric: execution
Annual run: €8,000/year
€0.01 / execution
Covers
Key Features:
- Workflow automation
- After-call wrap reduction
- Quick intent bots
Enhancement
Automate Post-Interaction Case Management
Automate post-contact case tasks (ticketing, CRM updates, follow-ups) to improve speed and data quality.
Timeline30–60 days
CategoriesAutomation · AI
Capabilities
Cost Model
PricingHybrid
Annual Run€15,000
Usage€0.75 / resolution
Implementation€30,000
Billing metric: resolution
Annual run: €15,000/year
€0.75 / resolution
Covers
Key Features:
- Workflow automation
- CRM integration
- After-call efficiency
Priority
Deploy Agent Assist Technology
Equip agents with real-time AI guidance to resolve cases faster and with better consistency.
Timeline60-90 days
CategoriesAI · Quality
Capabilities
Cost Model
PricingPer seat
Usage€600 / seat
Billing metric: seat
€600 / seat
Covers
Key Features:
- Agent Assist
- Real-time guidance
- AI coaching
Priority
Deploy AI Voice Agents
Deploy conversational voice AI agents to automate inbound voice demand, resolve simple intents, and escalate complex calls to human agents with context.
Timeline45-90 days
CategoriesAI · Digital · Routing
Capabilities
Cost Model
PricingPer minute
Usage€0.12 / minute
Implementation€30,000
Billing metric: minute
€0.12 / minute
Covers
Key Features:
- Voice AI agents
- Conversational IVR
- Voicebot containment
Enhancement
Deploy Intelligent Routing
Route customers to the best-skilled agent first to reduce transfers and speed up resolution.
Timeline45-60 days
CategoriesRouting · AI
Capabilities
Cost Model
PricingPer seat
Usage€200 / seat
Billing metric: seat
€200 / seat
Key Features:
- AI call routing
- Customer-agent matching
- Smart queueing
Priority
Standardisation des processus de traitement
Standardize workflows and control points to reduce performance variability and improve SLA reliability.
Timeline45-75 days
CategoriesAnalytics · Quality
Capabilities
Cost Model
PricingFixed annual
Annual Run€10,000
Billing metric: process control tooling
process control tooling: €10,000/year
Key Features:
- KPI standardization
- Resolution playbooks
- Queue stabilization
Priority
Reduce Recontacts & Reopens
Reduce repeat contacts by improving first-time resolution quality and targeted coaching.
Timeline45-75 days
CategoriesQuality · Training
Capabilities
Cost Model
PricingFixed annual
Annual Run€16,000
Billing metric: quality improvement tooling
quality improvement tooling: €16,000/year
Key Features:
- CX quality framework
- Training loop integration
- Customer recovery playbooks
Enhancement
Implement Real-Time Orchestration Layer
Connect AI, WFM, and CRM signals to adjust routing, deflection, and priorities in real time.
Timeline90-120 days
CategoriesRouting · Automation
Capabilities
Cost Model
PricingFixed annual
Annual Run€90,000
Billing metric: real-time orchestration layer
real-time orchestration layer: €90,000/year
Covers
Key Features:
- Real-time routing
- Dynamic prioritization
- Cross-channel orchestration
Enhancement
Implement Knowledge Orchestration
Consolidate knowledge, CRM content, and bot answers into one trusted source for agents and AI.
Timeline60-90 days
CategoriesAI · Analytics
Capabilities
Cost Model
PricingFixed annual
Annual Run€55,000
Billing metric: knowledge orchestration stack
knowledge orchestration stack: €55,000/year
Covers
Key Features:
- Unified knowledge base
- RAG preparation
- Content governance
Enhancement
Implement AI Quality Monitoring
Automatically assess 100% of interactions with AI to identify quality gaps, prioritize coaching actions, and accelerate QA cycles. Provides clear visibility on compliance, soft skills, and process adherence.
Timeline60-90 days
CategoriesAI · Quality · Analytics
Capabilities
Cost Model
PricingFixed annual
Annual Run€42,000
Billing metric: AI QA platform
AI QA platform: €42,000/year
Key Features:
- AI Quality Monitoring
- Auto-QA scoring
- Skill gap detection
- Training loop integration
Priority
Deploy Speech Analytics Foundation
Analyze all voice interactions to detect sentiment, recurring issues, and coaching opportunities.
Timeline60-90 days
CategoriesAnalytics · Quality
Capabilities
Cost Model
PricingFixed annual
Annual Run€48,000
Billing metric: speech analytics platform
speech analytics platform: €48,000/year
Key Features:
- Speech analytics
- Sentiment detection
- Coaching insights
Priority
CX Quality Framework
Define clear service standards, resolution playbooks, and QA governance aligned with business KPIs.
Timeline45-75 days
CategoriesQuality · Training
Capabilities
Cost Model
PricingFixed annual
Annual Run€12,000
Billing metric: quality governance tooling
quality governance tooling: €12,000/year
Key Features:
- CX quality framework
- Resolution playbooks
- Voice & chat standards
Enhancement
Training & Certification Excellence
Deploy role-based learning paths with certification and coaching to improve quality at scale.
Timeline60-90 days
CategoriesTraining · Quality
Capabilities
Cost Model
PricingFixed annual
Annual Run€18,000
Billing metric: learning platform
learning platform: €18,000/year
Key Features:
- Training & certification
- QA coaching
- Skill progression paths
Priority
Role Specialization & Playbooks
Set up specialized queues and playbooks for high-value and complex customer requests.
Timeline45-75 days
CategoriesTraining · Workforce
Capabilities
Cost Model
PricingFixed annual
Annual Run€10,000
Billing metric: specialization playbook tooling
specialization playbook tooling: €10,000/year
Key Features:
- Specialized agent paths
- Resolution playbooks
- Expert queues
Enhancement
Enable Collaborative Resolution
Enable expert swarming and shared workflows to solve complex cases faster with fewer handoffs.
Timeline45–75 days
CategoriesTraining · Experience
Capabilities
Cost Model
PricingFixed annual
Annual Run€18,000
Billing metric: collaboration tooling
collaboration tooling: €18,000/year
Covers
Key Features:
- Expert swarming
- Collaboration workflows
- Knowledge sharing
Enhancement
Operational Analytics Foundation
Standardize dashboards and KPIs to surface bottlenecks and speed up operational decisions.
Timeline30-45 days
CategoriesAnalytics · Workforce
Capabilities
Cost Model
PricingFixed annual
Annual Run€15,000
Billing metric: analytics foundation
analytics foundation: €15,000/year
Key Features:
- Performance dashboards
- KPI standardization
- Bottleneck detection
Enhancement
Implement Advanced Analytics
Use advanced and real-time analytics to proactively identify optimization opportunities.
Timeline30-45 days
CategoriesAnalytics · AI
Capabilities
Cost Model
PricingFixed annual
Annual Run€28,000
Billing metric: advanced analytics stack
advanced analytics stack: €28,000/year
Key Features:
- Real-time dashboards
- Operational insights
- Predictive analytics
Enhancement
Implement Omnichannel Journey
Deliver a consistent customer journey across channels with shared context and smoother handoffs.
Timeline60-90 days
CategoriesExperience · Routing · Digital
Capabilities
Cost Model
PricingComposite
Annual Run€30,000
journey orchestration layer: €18,000/year
unified customer context layer: €12,000/year
Key Features:
- Unified customer context
- Cross-channel continuity
- Journey orchestration
- Seamless handoff
Priority
Customer Recovery Playbooks
Deploy recovery playbooks (callbacks, credits, concierge) for at-risk customers to reduce churn.
Timeline30-60 days
CategoriesExperience · Quality
Capabilities
Cost Model
PricingFixed annual
Annual Run€15,000
Billing metric: recovery orchestration tooling
recovery orchestration tooling: €15,000/year
Key Features:
- Customer recovery playbooks
- Proactive callbacks
- Win-back offers
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