Customer Current State

Configure your baseline operating environment

Controls

Customer Name Optional

Industry *

Information Available *

Channels in Scope

Inbound Voice Outbound Voice Email Chat

Annual Volume

Inbound Voice

Outbound Voice

Email

Chat

Agent AHT (minutes)

Inbound Voice

Outbound Voice

Email

Chat

Delivery Locations *

Number of Locations

Agent Performance

Shrinkage

%

Occupancy

%

Monthly Agent Hours

Current Spend Enter any one

Cost per FTE per Month ($)

Cost per Transaction ($)

Annual Spend ($m)

Headcount —

Total Volume —

Est. Cost/Call —

Transformation Inputs

Configure to-be delivery model, automation, AHT reduction and deflection

IT Requirements

CaaS Agent Assist Outsourced (Managed Service)

Volume

YoY Volume Increase

%

Call Avoidance (%)

%

To-Be Delivery Locations Post-transformation target model

Number of To-Be Locations

Automation (Agentic AI)

Inbound Voice

%

Outbound Voice

%

Email

%

Chat

%

AHT Reduction

Inbound Voice

%

Outbound Voice

%

Email

%

Chat

%

Target Agent Performance

Agent Annual Hours

Target Shrinkage

%

Target Occupancy

%

Attrition

%

Deflection

Voice Deflection

%

Chat Share of Deflection

%

Email Share of Deflection

%

Deflection Ramp Up (months)

Pricing & Margins

BPO and IT cost parameters

BPO Pricing

Rate % above Market

%

Gross Profit %

%

Contingency %

%

IT Asset Pricing

Agentic AI — One-time ($)

Agentic AI — Per Transaction/Min ($)

Governance Overhead %

%

CaaS Pricing

Implementation ($)

AMC Monthly Recurring ($)

Per Licence ($/mo)

Amortisation (months)

Agent Assist Pricing

One-time Implementation ($)

Per Agent Per Month ($)

Use Cases

Industry-specific AI use cases — auto-populated from selected industry

Select an industry in Customer Inputs to load use cases

No industry selected yet. Go to Customer Inputs and choose an industry.

Generic AI Use Cases — All Industries

Analyse customer sentiment across multiple customers

Analyse customer sentiment for individual customer records

Answer simple, generic, frequently asked questions (self-service)

Generate dialog for conversational AI

Generate test cases for training conversational AI

Increase personalisation of customer interactions

Proactive push notifications & outbound engagement

Contact analytics and root cause analysis

Predict a customer's next interaction

Review and quality-score conversational AI interactions

Summarise and categorise complaints

Summarise contacts at scale (inbound contacts by type)

Support human agent training with AI-generated scenarios

Support human agents responding to customers (Agent Assist)

Translate content into different languages in real-time

Business Case

5-Year Value Summary

As-Is Spend ($m)

—

To-Be Spend ($m)

—

Total Savings ($m)

—

HC Reduction %

—

As-Is HC

—

To-Be HC

—

Year-by-Year Summary

	As-Is	Y1	Y2	Y3	Y4	Y5	5-Year Total

Savings vs Spend ($m)

Headcount Journey

Savings Waterfall

Assumptions Summary