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

Chat

Agent AHT (minutes)

Inbound Voice

Outbound Voice

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

Chat

AHT Reduction

Inbound Voice

Outbound Voice

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

⚙ Backend Configuration