Consulting Services Built Around Contact Center Data
Four service areas, delivered directly by the principal consultant. Most engagements combine two or more — analytics problems are rarely confined to one layer of the stack.
Contact Center Analytics
KPI governance, call analysis, campaign analytics, agent performance, disposition analytics, SLA monitoring and operational reporting.
BI & Reporting
Power BI, DAX, data models, dashboard architecture, executive reporting, performance optimization and self-service analytics.
Platform Engineering
Five9, Twilio, IVR, ACD, dialer configuration, APIs, webhooks and integration architecture.
AI & Automation
Call analysis, automated reporting, workflow automation, AI-assisted dispositioning and data pipeline automation.
Advisory
Independent decision support when the question is which direction to take, not which report to build.
Scope
- Analytics roadmap
- Vendor evaluation
- Technology decisions
Scope
- Operational decision support
- Documentation
- Knowledge transfer
Flexible Consulting Engagements
Structure follows the problem. Scope, duration and commercials are agreed for each engagement individually.
Advisory
Strategic guidance, architecture, tooling evaluation and operational decision support.
Project-Based
Defined analytics, BI, telephony or automation projects with agreed scope and deliverables.
Retainer
Ongoing access to principal-level consulting expertise on a committed weekly or monthly basis.
Fractional Analytics Leadership
Ongoing strategic and technical leadership for contact-center analytics.
How engagements start
1. Consultation
A working conversation about the problem, the systems involved and what “solved” looks like for you.
2. Scope & approach
A written outline of the approach, deliverables, assumptions, dependencies and the engagement model that fits.
3. Delivery
Direct delivery by the principal consultant, with documentation and knowledge transfer built into the work rather than bolted on at the end.
Let’s Turn Your Contact Center Data Into an Advantage.
Tell us what you’re trying to solve. We’ll help identify the data, technology and analytics required to move forward.