Projects
Work we've done
Vendor evaluations, contact center migrations, AI deployments, and a product we built ourselves.
CFBVerdict
CFBVerdict was developed as a production platform with its own data pipeline, analytics layer, and customer-facing application.
Live product delivery demonstrates implementation capability beyond advisory deliverables.
Use CFBVerdict as a reference point for architecture discipline and production execution approach.
Multi-Location Vendor Evaluation
The client had three UCaaS proposals and different priorities between IT and operations teams.
Without a shared decision framework, renewal deadlines increase selection risk and internal conflict.
Adopt a weighted scoring model and select the platform with the strongest integration fit.
Contact Center Transformation
The contact center was operating on legacy ACD and WFM tools while evaluating multiple CCaaS options.
A direct cutover during peak season would have created service disruption and agent instability.
Execute a phased migration plan based on agent desktop fit and pre-contract WFM integration scope.
Banking AI Advisory
A credit union had four AI initiatives in motion, but none met compliance criteria for production deployment.
Continued pilot expansion would increase cost without improving agent or member outcomes.
Prioritize contact center transcription and workflow automation with a governance model approved by leadership.
Related research
Explore guides, frameworks, and analysis connected to this topic.
6 Question Checklist for Choosing a CCaaS Vendor
Six questions we use on CCaaS evaluations when CRM integration passes the demo and fails in week one of production.
Read article →Why Independent Technology Advisory Matters
Independent advisory changes platform evaluations when recommendations follow documented requirements, transparent scoring, and a clear process—not sales narrative alone.
Read article →Restaurant Internet Outages
After watching enough restaurant outages during lunch and dinner: the circuit going down is rarely what costs you money. The ten minutes of nobody knowing what to do next is.
Read article →What's on your evaluation list?
Renewal, migration, vendor selection—tell us what's actually happening. Scott responds personally.