Advisory and delivery for teams modernising their contact center — from operating model and CCaaS migration through PolyglotCX implementation, integrations and enablement. Run in stages so value lands early.
Current-state review of your telephony, QA process, tooling and metrics, and a target operating model with a staged roadmap.
CCaaS selection & migration
Provider-agnostic advice on Amazon Connect, Genesys, Twilio and others — and hands-on migration support with minimal disruption.
Platform implementation
Stand up PolyglotCX end to end: ingestion, weighted scorecards, the rule engine, custom vocabulary, queues and roles.
Integration engineering
Wire PolyglotCX into your CRM, BI warehouse, ticketing and alerting over Kafka, webhooks and APIs.
Training & enablement
Working sessions for QA leads, supervisors and agents so the new process is adopted, not just installed.
Change management
Rollout planning, calibration workshops and success metrics to make the transformation stick.
Why PolyglotCX
Practitioners, not a body shop
CCaaS delivery experience across banking, insurance, telco and public sector in Asia
Provider-agnostic — advice that isn’t tied to one telephony vendor
Staged delivery — first scored calls in weeks, not a big-bang cutover
Evidence-first QA design — scorecards and rules supervisors will actually trust
Multilingual by default — built for real, code-switched customer conversations
Hand-off to Managed Services if you’d rather we keep running it
Common questions
Professional Services, in short
Typically: a current-state assessment, a target operating model, CCaaS platform selection or migration, PolyglotCX implementation (ingestion, scorecards, rules, vocabulary), integration engineering, and training and change management for supervisors and agents.
Professional Services is usually delivered around a PolyglotCX deployment, but the advisory and operating-model work stands on its own. Talk to us about your situation.
A focused implementation is a few weeks to first scored calls. A broader transformation — migrating CCaaS, redesigning QA and rolling out coaching — is typically a few months, run in stages so value lands early.
Practitioners who have built and run contact-center and CCaaS programmes for banks, insurers, telcos and public sector — not a generalist body shop.
Plan your transformation with us
A scoping call on your current stack, quality process and goals — we’ll come back with a staged plan.