Services
AI & Workflow Automation
Many organizations have multiple AI experiments running, but adoption, governance, and workflow design are not yet aligned for production use.
Without prioritization and governance, AI spend grows while operational impact stays limited.
Prioritize a small set of high-impact use cases, define approval criteria, and deploy one production workflow before expanding scope.
What we actually do
- Use case prioritization by impact and feasibility
- Contact center AI testing on your call recordings
- Workflow automation for repetitive handoffs
- Governance frameworks for legal and compliance review
- Build vs. buy decisions for bundled vs. standalone AI tools
When to call us
- Several pilots active with no production deployment
- New AI features available, but agent accuracy concerns remain
- Manual cross-department workflows creating daily delays
- Legal and IT needing a shared AI approval process
How the evaluation runs
Requirements before demos. Scoring before shortlists. Contract review before signing. Specific deliverables at each stage.
Assess
Strong evaluations begin with an accurate picture of current platforms, contracts, integrations, and operational constraints.
Missing current-state detail leads to unrealistic timelines and avoidable migration risk.
Complete a current-state inventory and stakeholder interviews before engaging finalists.
- Platform, carrier, and contract inventory
- Stakeholder interviews across IT, operations, and finance
- Prioritized gap list tied to business impact
Clarify
Teams often enter vendor demos without shared success criteria or weighted decision criteria.
Without alignment, evaluations drift toward preference and presentation quality instead of fit.
Publish requirements and a scoring model approved by decision stakeholders.
- Signed requirements document
- Weighted scoring matrix
- Aligned scope, budget, and timeline
Design
Shortlists are most reliable when they are tied to integration, compliance, and operating requirements rather than feature breadth.
A weak shortlist increases implementation rework and contract change orders later.
Select finalists based on documented fit and build a phased migration plan with rollback options.
- Finalist shortlist with fit rationale
- Phased migration roadmap
- TCO model including implementation effort
Execute
Contract terms, implementation scope, and adoption planning determine whether a good platform choice succeeds in production.
Weak contract guardrails and unclear cutover ownership are common causes of post-signature delays.
Facilitate scenario-based demos, review contract terms, and finalize a go-live adoption plan.
- Scenario-based demo facilitation
- Contract and SLA review notes
- Go-live checklist and adoption plan
What you get
Specific outputs at each stage of the evaluation.
Principal-led engagements
Large technology decisions benefit when the lead advisor stays involved from requirements through implementation planning.
Continuity reduces rework and keeps decision context intact across stakeholders.
Work directly with Scott on evaluation design, finalist scoring, and transition planning.
Decision-ready deliverables
Executive teams need concise artifacts they can use in approval meetings, not broad strategy documents.
Clear deliverables accelerate governance decisions and reduce project delay.
Use scoring matrices, shortlist rationale, migration timelines, and TCO summaries as decision inputs.
Scenario-based demos
Generic demos rarely reveal integration, compliance, and workflow constraints that appear in production.
Scenario testing improves confidence in finalist selection and reduces post-selection surprises.
Run demos using your call flows, store layouts, and compliance requirements.
Support through go-live
Many platform issues surface during cutover, training, and the first weeks of production use.
Early production support determines whether adoption targets are met on time.
Stay engaged through cutover planning, launch support, and initial production stabilization.
Technology decisions you can defend
Recommendations based on documented business and technical criteria, evaluated through a transparent methodology. Most engagements are funded by participating technology providers after a client selects a solution; fee-based advisory is also available.
Related research
Explore guides, frameworks, and analysis connected to this topic.
View all research →Related industries
Sector-specific context for this topic.
Financial Services
CCaaS renewals, contact center integrations, and AI programs with compliance requirements.
Professional Services
UCaaS and collaboration platforms for firms that depend on reliable client communication.
Technology-Driven Organizations
Platform and product decisions with long-term architectural and contract impact.
What's on your evaluation list?
Renewal, migration, vendor selection—tell us what's actually happening. Scott responds personally.