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Consulting & Executive Advisory

Make the right CX decisions, then make them stick.

Empower your leadership team with dual-sided operator insights, 12-month capacity forecasting, and tailored human + AI strategies.

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How we advise

01
AssessSee where cost, demand, and tools stand today
02
AlignGet leaders agreed on the decisions that stick
03
PlanBuild the roadmap and a 12-month capacity view
04
MeasureTrack results and keep coaching consistent
What we do

Creating measurable CX and operational outcomes

  • Cut cost to serve by letting AI handle routine contacts and sending complex escalations to the right people.
  • Predict workforce needs and customer demand with a single source of truth across calls, chats, email, and digital channels.
  • Guide executive teams in making confident, data-informed decisions.
  • Raise resolution rates and agent productivity with specialized routing, proactive templates, coaching, auto-QA, and automated after-call work.
  • Know exactly where you stand, where you want to be, and how to get there.
  • Find the gaps and wasted spend in your current CCaaS, CRM, and AI stack.
  • Design voice AI and cloud contact center architecture that isn't locked to one vendor.
  • Move to a new CCaaS platform with a planned cutover and full admin handoff to your team.
  • Make supervisor coaching consistent so performance holds up across every site.

How we work

Assess the operation, align your executives, and measure the results.

Discover

Find where cost, demand, and the stack stand today.

  • Assess cost to serve, workforce demand, and where you stand today.
  • Find the gaps and wasted spend in the current CCaaS, CRM, and AI stack.

Plan

Align the executives and write the roadmap.

  • Align executives on the decisions that have to stick.
  • Build the roadmap, including a 12-month capacity view and which contacts AI should handle.
  • Set the outcomes, owners, and timeline before any platform move.

Deliver

Turn the roadmap into a plan the team can run.

  • Guide the executive team through the decisions on the roadmap.
  • Design a voice AI and cloud architecture that is not locked to one vendor.
  • Plan the CCaaS move, including the cutover and the full admin handoff to your team.

Optimize

Measure the results and adjust the plan.

  • Measure resolution, productivity, and cost to serve against the outcomes you set.
  • Make supervisor coaching consistent across every site.
  • Update the plan when demand or priorities change.
Powered by Untangl

Pair services with proven products

Advisory engagements can draw on Untangl's EngageHQ, FocalPoints.AI and cloud solutions (AWS, Google Cloud or custom builds) where they fit.

EngageHQ ↗

Omni-channel interaction management & workspace copilot.

FocalPoints.AI ↗

100% automated QA & AI-powered agent coaching.

Cloud Solutions ↗

Amazon Connect & AWS, Google Cloud, custom serverless builds.

All products ↗

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