Undersized Centers, Well-Balanced Centers
Transformation Tracks
Discover our proven transformation programs designed for different contact center scenarios and business objectives
7Transformation Tracks
500+Successful Implementations
6.5xAverage ROI
Find Your Optimal Track
Use our ROI calculator to identify the best transformation track for your contact center
Choose Your Transformation Journey
Each track is designed for specific contact center scenarios and business objectives. Our data-driven approach ensures you get the maximum ROI from your transformation investment.
Digital QuickStart
Low
For small centers looking to rapidly improve efficiency and deflect basic contact volume.
🎯 Goal
Launch automation quickly without heavy investment or long change cycles.
📊 Best For
Undersized Centers Well-Balanced Centers
📈 Expected Impact
20%Contact Deflection
10%Cost Reduction
3xROI Ratio
🚀 Implementation
Duration1-2 months
Investment€20-40K
Payback2-3 months
✨ Key Features
Self-service automation Basic chatbot Contact deflection Self-service portal FAQ automation Enhanced chatbot
Premium Service Pivot
Recommended Medium
Turn excess capacity into a new source of revenue and differentiation.
🎯 Goal
Develop VIP tiers, proactive support and cross-channel continuity.
📊 Best For
Oversized Centers
📈 Expected Impact
10%Cost Reduction
12%Revenue Uplift
4.5xROI Ratio
🚀 Implementation
Duration4-6 months
Investment€150-250K
Payback9-12 months
✨ Key Features
Premium CX tier VIP service Revenue per contact Human-led resolution Upselling via service Proactive engagement +1 more
Expert Augmentation
Recommended Medium
Use AI-powered tools to amplify agent expertise and performance in real-time.
🎯 Goal
Boost productivity and quality through intelligent assistance and training.
📊 Best For
Well-Balanced Centers Undersized Centers
📈 Expected Impact
20%Cost Reduction
25%AHT Reduction
4.8xROI Ratio
🚀 Implementation
Duration3-4 months
Investment€100-150K
Payback6-9 months
✨ Key Features
Agent Assist Real-time guidance AI coaching Real-time dashboards Operational insights Predictive analytics
Stabilization Boost
Recommended Low
For overwhelmed contact centers with long queues and high abandonment.
🎯 Goal
Quick relief through staff augmentation and digital rerouting.
📊 Best For
Undersized Centers
📈 Expected Impact
35%Contact Deflection
15%Cost Reduction
25%AHT Reduction
3.5xROI Ratio
🚀 Implementation
Duration2-3 months
Investment€50-100K
Payback3-6 months
✨ Key Features
Workforce ramp-up Queue stabilization Self-service automation Basic chatbot Contact deflection Agent Assist +2 more
Smart Optimization
Recommended Medium
You’re in a good place. Now optimize for efficiency and future-proofing.
🎯 Goal
Smarter routing, analytics, and omnichannel journeys.
📊 Best For
Well-Balanced Centers
📈 Expected Impact
20%Contact Deflection
20%Cost Reduction
20%AHT Reduction
4xROI Ratio
🚀 Implementation
Duration3-4 months
Investment€80-120K
Payback3-6 months
✨ Key Features
Self-service portal FAQ automation Enhanced chatbot Real-time dashboards Operational insights Predictive analytics +6 more
Full MessageBoat Orchestration
High
A full-stack transformation across people, processes and platforms.
🎯 Goal
Holistic ROI with automation, optimization and training.
📊 Best For
Oversized Centers Undersized Centers Well-Balanced Centers
📈 Expected Impact
50%Contact Deflection
40%Cost Reduction
35%AHT Reduction
6.5xROI Ratio
🚀 Implementation
Duration4-6 months
Investment€150-250K
Payback6-9 months
✨ Key Features
Advanced chatbot Agent Assist Knowledge base integration Predictive analytics Multi-channel support Workforce optimization
Cost Leverage & Rebalancing
Medium
Reduce operational costs while preparing for growth or transformation.
🎯 Goal
Right-size agents and improve digital deflection.
📊 Best For
Oversized Centers
📈 Expected Impact
50%Contact Deflection
35%Cost Reduction
30%AHT Reduction
5.5xROI Ratio
🚀 Implementation
Duration3-4 months
Investment€80-150K
Payback4-6 months
✨ Key Features
Workforce reduction Cost optimization Load balancing Advanced chatbot Virtual assistants Self-service portal
Track Comparison
Compare our transformation tracks to find the perfect fit for your contact center
Track
Best For
ROI
Duration
Investment
Complexity
Digital QuickStart
3x
1-2 months
€20-40K
Low
Premium Service Pivot
Oversized Centers
4.5x
4-6 months
€150-250K
Medium
Expert Augmentation
Well-Balanced Centers, Undersized Centers
4.8x
3-4 months
€100-150K
Medium
Stabilization Boost
Undersized Centers
3.5x
2-3 months
€50-100K
Low
Smart Optimization
Well-Balanced Centers
4x
3-4 months
€80-120K
Medium
Full MessageBoat Orchestration
Oversized Centers, Undersized Centers, Well-Balanced Centers
6.5x
4-6 months
€150-250K
High
Cost Leverage & Rebalancing
Oversized Centers
5.5x
3-4 months
€80-150K
Medium
Find Your Perfect Track
Not sure which track is right for you? Our ROI calculator analyzes your contact center configuration and recommends the optimal transformation path.
Personalized recommendations
Real-time ROI calculations
Implementation roadmap
Features Explained
Below is a glossary of the main capabilities included across our transformation tracks.
AI call routing
Routes customers to the best agent or channel based on intent and profile.
AI coaching
Post-interaction feedback and micro-lessons that improve agent skills over time.
Advanced chatbot
Multi-turn, tool-using AI that retrieves data, completes transactions, and verifies outcomes.
Agent Assist
Real-time guidance, summarization, and next-best actions during live interactions.
Basic chatbot
Rule-based bot for simple FAQs and menu flows with quick handoff to humans.
Contact deflection
Shifts low-complexity contacts to self-service or async channels to cut cost.
Cost optimization
Reduces cost per contact through channel mix, automation rate, and AHT improvements.
Cost-to-revenue pivot
Transforms support from a cost center to a profit engine with tracked conversion KPIs.
Cross-channel continuity
Continue conversations without repeating information when switching channels.
Customer-agent matching
Pairs customers with agents based on skills, history, and preferences for faster resolution.
Enhanced chatbot
NLU-driven bot with forms, authentication, and contextual flows; escalates with transcript.
FAQ automation
Delivers instant, consistent answers to repetitive questions from verified content.
Human-led resolution
Complex or sensitive cases handled end-to-end by expert agents with full context.
Knowledge base integration
Connects KB content to chatbots and Agent Assist with versioning and feedback loops.
Load balancing
Distributes volume across agents, teams, and channels to prevent spikes and idle time.
Multi-channel support
Serve chat, voice, email, messaging, and social with consistent quality.
Omnichannel CX
Unified experience across chat, voice, messaging, email with shared context.
Operational insights
Root-cause analysis and drilldowns to reveal drivers of volume, AHT, and churn.
Predictive analytics
Forecasts demand, wait times, and outcomes to staff and prioritize proactively.
Premium CX tier
Differentiated service levels for high-value segments with faster SLAs.
Proactive engagement
Outbound nudges and alerts to resolve issues before customers contact support.
Queue stabilization
Controls intake and reprioritizes work to keep SLAs steady under stress.
Real-time dashboards
Live KPIs by channel, queue, and team to spot issues and act immediately.
Real-time guidance
On-screen suggestions and next-best actions during live interactions.
Revenue per contact
Convert service interactions into upsell moments without harming CSAT.
Self-service automation
Automates common requests so customers resolve issues without an agent.
Self-service portal
Customer portal for status, changes, and FAQs to reduce live volume.
Smart queueing
Dynamically prioritizes and reorders queues to maintain SLAs and reduce wait times.
Unified context
Single timeline and data layer across channels for seamless handoffs.
Upselling via service
Surfaces relevant offers during support conversations without harming CSAT.
VIP service
Priority routing and tailored handling for high-value customers with tighter SLAs.
Virtual assistants
Automated agents that handle repetitive intents and gather data pre-contact.
Workforce optimization
Right-sizes staffing and schedules using forecasts, concurrency, and skills routing.
Workforce ramp-up
Playbooks and staffing models to scale capacity quickly for peaks or launches.
Workforce reduction
Lowers required FTE via automation and AI; enables redeployment to higher-value work.
Ready to Transform Your Contact Center?
Choose your transformation track and start your journey to operational excellence and business growth.