Services

Everything is fixed scope, fixed fee, and written down first.

Each package below states what it includes and — just as prominently — what it does not. Nothing here is priced on the page, because the honest number depends on what we find. You get an exact figure after a free 30-minute call, or after a readiness review if the picture is genuinely unclear.

Book a free 30-minute call Try the scope check

Step one

Assess — find out what you are actually dealing with

Most contact centre projects go wrong at the estimate, not the build. These two engagements exist to make the estimate honest before anybody commits budget.

No charge

30-minute strategy call

30 minutes · remote

Included

A discovery conversation: current platform, pain points, goals
A high-level read on whether this is a platform, process or configuration problem
A recommendation on the sensible next step, including "do nothing yet"

Not included

Live troubleshooting or configuration review

That last exclusion is deliberate. A free call that turns into free consulting helps nobody — it just means the real problem gets half an answer.

Book the call

Entry engagement

Migration Readiness Review

3–5 business days · fixed fee

For organisations on Genesys Engage — or any platform with an end-of-life date — who need to know how big the migration really is before they can ask for budget.

Included

One stakeholder interview of up to 90 minutes, plus a structured intake questionnaire
Read-only review of the current platform: routing strategies, IVR flows, integrations, seat counts
A complexity assessment against our sizing rubric — what tier of migration this genuinely is
A named list of the things that will not port cleanly and will need rebuilding
A written readiness report: current state, complexity rating, risk register, indicative timeline, recommended next step
A 45-minute readout call

Not included

Multiple stakeholder interviews or workshops
Detailed as-built documentation of the existing platform
Reporting gap analysis or an access and security review
A roadmap with sequenced workstreams
Any configuration change, build or fix

The fee is credited in full against a health check or any engagement booked within 60 days.

Discuss a readiness review

Full current-state view

Contact Centre Health Check

1–2 weeks · fixed fee

For organisations unsure whether the problem is platform, process or configuration — or anyone weighing a migration who wants an unbiased view of where they stand first.

Included

Up to five stakeholder interviews
Review of one platform environment
Up to ten IVR call flows reviewed
Up to fifteen queues and routing rules reviewed
Reporting gap analysis against the reports you already produce
An access and security spot-check via read-only admin access
A findings report, a roadmap, and a live executive readout

Not included

Additional business units or brands
Multiple platform environments or instances
On-site interviews
More than five stakeholder interviews
Raw data exports or analysis beyond admin-console visibility
Penetration testing — the security element is a documentation review

Discuss a health check

Step two

Build — modular pieces with a capped scope

Buy one on its own when you already know exactly what you need, or bundle several into an engagement and we will run them as one programme. Every cap below is a real cap: going past it is a change order with a revised price, not a surprise on the final invoice.

IVR build or redesign

1–3 weeks

Included

Up to five menu levels, one language, one modality (DTMF or voice)
Two rounds of revisions
Testing across up to ten call paths
Flow diagram documentation you keep

Not included

Additional languages, priced per language
Both DTMF and natural-language voice in one build
Custom backend API development beyond pre-built connectors
Voice talent and recording costs
Post-launch support, unless bundled into an engagement

Virtual agent / bot build

2–6 weeks

Included

Up to 15–20 intents, one language, one channel (voice or chat)
Backend integration for up to two data lookups via pre-built connectors
A fallback and live-agent escalation flow, designed properly rather than bolted on
Testing against a 50-utterance test set

Not included

Intents beyond the cap, priced per block of five
Multi-language or multi-channel deployment
Custom NLU model training beyond platform-native tooling
Ongoing tuning and retraining after launch — available as a retainer
Text-to-speech and voice licensing costs

Routing and skills-based queue design

1–2 weeks

Included

Up to fifteen queues and skills
Business hours and holiday routing
Up to five overflow and escalation paths
One environment, with functional validation testing

Not included

Multi-site routing across separate platform instances
Real-time adherence or WFM integration
Custom API-driven dynamic routing beyond native platform features
Queues beyond fifteen, priced per block of five
Full-volume load and stress testing

Outbound campaign configuration

1–3 weeks

Included

Up to three campaigns with contact list and list-management configuration
Dialling mode selection and pacing setup — preview, progressive or predictive
Compliance configuration: calling windows, attempt limits, do-not-call handling, abandonment settings
Callback and wrap-up handling, plus campaign reporting
Functional validation against a test contact list

Not included

Campaigns beyond three, priced per campaign
Legal sign-off on your dialling compliance obligations — we configure to the rules you confirm, we do not certify them
Contact data sourcing, cleansing or list purchase
Carrier or telecom capacity work
Custom predictive pacing algorithms beyond native platform capability

Reporting and dashboard build

1–2 weeks

Included

Up to ten KPIs or metrics, agreed before the build starts
One real-time and one historical dashboard
Up to three alert or threshold rules
One supervisor training session of up to two hours

Not included

A custom data warehouse or ETL pipeline
BI tool integration beyond native export and connectors
Dashboards beyond the two included
Historical data backfill or migration

Newer work

Agentic AI enablement

2–6 weeks

For teams who want AI doing real work in the contact centre rather than a demo that never leaves the pilot. Built on platform-native tooling — Genesys agentic capabilities, Copilot Studio, Azure AI — not a bespoke stack you cannot staff.

Included

Use-case selection and a feasibility assessment, including the cases we recommend you drop
One agentic workflow built end to end, with up to three tool or data actions
Guardrails: escalation triggers, refusal behaviour, and what the agent is never allowed to do
Knowledge grounding against a source you control, so answers are retrieved rather than invented
An evaluation set and a measured before-and-after on containment or handle time

Not included

Model fine-tuning or custom model hosting
Token, inference and platform consumption costs — always billed to you by the vendor
Additional workflows beyond the first, priced individually
Ongoing prompt tuning after handover — available as a retainer
Any warranty on model output accuracy; we build the guardrails, the model is still a model

The seam

Integrate — where contact centre work usually breaks

Routing that works and a CRM that works can still add up to a bad experience if the handover between them drops the customer's context. This is the part most teams cannot resource internally, and it is the reason this practice exists.

CRM integration — Dynamics 365 and Power Platform

2–4 weeks

Included

Screen pop for one record type
Case and activity auto-creation on interaction
Data sync for up to ten fields
One Power Automate flow

Not included

Multiple CRM instances or environments
Field mapping beyond ten fields, priced per block of five
Historical CRM data migration
Ongoing flow maintenance after launch

WFM implementation

2–5 weeks

Included

Forecasting and scheduling setup for up to three agent groups
Adherence monitoring configuration
One supervisor and agent training session

Not included

Multi-site WFM rollout
Custom forecasting model development
Historical data import and cleansing

Identity and access, done once and done properly

Agent access, supervisor permissions, single sign-on, conditional access and the licence model underneath them are usually the last thing anyone scopes and the first thing that blocks go-live. We fold this into any integration or migration engagement rather than selling it separately, and it is covered by certified identity and access administrators on our team.

Step three

Engagements — several builds, run as one programme

When you need more than one thing done, an engagement bundles the builds and adds the programme management, enablement and post-launch support around them.

Starter

Focused Fix

2–4 weeks · one well-defined problem

Included

One point solution, built to a fixed scope
A discovery workshop of up to two sessions
UAT support
Go-live day support, up to four hours, remote
Two weeks of post-launch async support, next-business-day response

Not included

More than one point solution — that is Standard
On-call or after-hours support
Weekend cutover coverage

Standard · most common

Guided Migration or Build

6–12 weeks · multi-queue migration or new department

Included

Three to five point solutions bundled under one plan
Change management materials and enablement sessions
One dedicated remote cutover window
30 days of hypercare, business hours, next-business-day response
A weekly steering committee of up to 60 minutes

Not included

On-site presence
Multiple go-live waves — that is Enterprise
More than five point solutions
24/7 hypercare
Custom AI model work beyond native platform tooling

Enterprise

Full-Scale Transformation

3–9 months · multi-site or multi-brand

Complex legacy migrations and new global builds. Always custom-scoped after a discovery or audit phase, because anything else would be a guess.

The frame

Multi-site and multi-brand architecture
All point solutions available
Phased or wave rollout
A dedicated programme manager
Extended hypercare of 60 to 90 days

Separately scoped

Travel and on-site costs, billed at cost
Third-party licensing and consumption costs
Formal compliance certification — we advise and refer

Applies to everything

What is never included

These apply to every package on this page. They are here rather than in the small print because finding them in the small print is how projects sour.

Software and platform licensing

Genesys, Azure, Dynamics 365 and any other platform cost is always yours. We do not resell licences, which is also why our advice on them is unbiased.

Travel and on-site expenses

We are remote-first. On-site work is billed at cost plus a day rate, agreed in advance.

Third-party vendor coordination

Carrier faults and other vendors' bugs — we advise and refer, we do not manage other people's vendors.

Legal and compliance certification

We advise on posture for PCI-DSS, HIPAA and data residency. We do not sign off formal certification; that needs a qualified assessor.

Rush timelines

Possible, with a surcharge agreed case by case. We would rather quote it than quietly cut testing.

Mid-engagement scope changes

Handled with a one-page change order carrying a revised price and timeline. Never absorbed silently and never billed as a surprise.

Our side of the deal, and yours

What we need from you

Fixed-fee work only stays fixed if the inputs arrive. The single most common cause of an engagement slipping is waiting on access or a decision-maker, so this goes in the statement of work rather than being discovered in week three.

Access, before day one

Read-only admin credentials to the environments in scope, provisioned and tested before kickoff
A named technical contact who can grant or troubleshoot access within one business day
VPN, jump host, MFA enrolment and contractor onboarding completed in advance — if onboarding takes three weeks, the engagement starts after it, not during it
For integration work, a non-production Dynamics 365 or Power Platform environment with a licence assigned to us

People, throughout

A single named project sponsor with authority to make scope and design decisions
Interview stakeholders booked before kickoff, not chased during delivery
Subject-matter experts available within two business days
Named testers and an agreed test window for UAT and cutover, confirmed in writing

Information, at kickoff

Existing platform documentation to whatever standard it exists — we assume it is incomplete, we do not assume it is absent
Interaction volumes and reporting extracts covering at least the last three months
Current licensing and SKU detail: what is owned, at what tier, and when it renews
Known compliance constraints — recording, data residency, PCI scope — stated up front

Environment

The platform is in a supported, non-broken state at kickoff. Diagnosing a pre-existing outage is not part of any package
Change-freeze windows, release calendars and peak-trading blackouts disclosed before the timeline is agreed
Third-party vendors engaged by you where their cooperation is needed

And if something is late

Stated plainly up front, so nobody has to negotiate it under pressure later.

Delay	What happens
Up to 5 business days	Absorbed. The timeline shifts by the delay; the price does not change.
6–15 business days	Timeline shifts and a re-mobilisation fee applies.
Over 15 business days	The engagement pauses and is re-scoped as a change order. Work already delivered is invoiced.
Fixed cutover missed on your side	The rescheduled cutover is billed at the day rate.

One exception worth naming: on a readiness review, if access is not available in time we run it on interviews and documentation alone and the report says so explicitly. A small engagement should not stall waiting on credentials — we deliver what the inputs support and name the gap.

Not sure which of these you need?

That is the normal starting position. Take the scope check for a rough answer in a minute, or book the free call and we will work it out together.

Book a free 30-minute call Try the scope check