urgent
Add Emergency Agents
Temporarily increase staffing to absorb current demand peaks and reduce customer wait times.
TimelineImmediate
CategoryDefault
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.
priority
Right-Size Workforce
Rebalance staffing and redeploy excess capacity to higher-value work while maintaining service levels.
Timeline30-60 days
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
Cost Model
PricingPer seat
Usage€200 / seat
Billing metric: seat
€200 / seat
Key Features:
- AI call routing
- Customer-agent matching
- Smart queueing
priority
Stability & Process Control
Standardize workflows and control points to reduce performance variability and improve SLA reliability.
Timeline45-75 days
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
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
CategoryDefault
Cost Model
PricingFixed annual
Annual Run€70,000
Billing metric: omnichannel support stack
omnichannel support stack: €70,000/year
Covers
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
CategoryDefault
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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