Customers left unanswered, teams at full stretch
and pressure to deliver on AI.
Every customer, every channel, answered well.
Independent CX and AI specialists. We don't sell platforms, we fix customer contact, from finding what works to running it with you.
Teams where getting it wrong costs the most
A missed call becomes a lost client, a slow answer becomes a complaint and a missed sign of vulnerability becomes a regulatory breach. We work as an extension of your team, so your customers are answered, understood and never asked twice.
our best work
Every unanswered enquiry is an instruction that goes elsewhere
Enquiries arrive out of hours, fee earners lose hours to admin and too many calls go unrecorded. We join up telephony, intake and case management so every enquiry is answered, routed and on file.
Five things that change when you work with us
Over 20 years in customer contact, and it shows in how we work.
Taking the load, with a person always one step away
Most AI pitches promise to fix everything. We start with triage, prove the saving on one journey and always keep a route to a person.
- Identity and triage, callers verified and their reason captured before a person picks up
- AI voice agents, routine calls handled end to end
- AI receptionist, every call answered, out of hours and overflow covered
- Email and chat, emails and chats triaged and answered, not just calls
- Conversational intelligence, themes, risks and vulnerability surfaced from every call
- Workflow automation, post call admin and follow up done for you
Alongside your team, from the first idea to running it
Your team is already at capacity. We do the discovery, build the business case and deliver the change for you, starting with quick wins, then stay on to run and improve it.
- 01
Advise
We map how contact really flows today, where it leaks and what you would need to evidence.
A business case you can take to the board - 02
Select
An independent recommendation across the market, with the real costs and risks of each option.
A costed shortlist, risks spelt out - 03
Deliver
Staged rollout, integration and training, with the controls your risk team needs from day one.
A live platform your risk team signed off - 04
Run and improve
Managed service and ongoing optimisation, so the value keeps growing after go live.
Results against agreed targets
So you know what a platform cannot do, before you sign
Every supplier tells you what their platform can do. We test the whole market for what it cannot: the gaps, the licence terms, the roadmap and the finances. So you choose on facts, not a polished demo.
They were completely impartial and focused on finding what we actually needed. The expertise probably saved us from making a very expensive mistake.
Justine LongHead of Operations, CA Auto FinanceFirst steps that meet you where you are
The conversation scorecard
3 minutes, freeTen questions on how customers reach you, what gets recorded and what you could evidence tomorrow.
- Your score out of 100, on screen
- Your two weakest areas, straight away
- No call unless you ask for one
AI proof of concept
One journey, freeOne AI agent on one of your real journeys, measured against your own numbers before you commit to anything.
- Human handover with the full context
- Every decision logged for audit
- Results measured against your baseline
Customer Conversation Review
3 weeks, fixed feeWe measure it rather than asking you to describe it, then take your board through what we found.
- Cost per contact and per resolution
- Evidence gaps named and sized
- A 90 day plan, with us or anyone else
Rather talk it through? Mark Taylor, founder, will give you 30 minutes, no sales pitch.Book a call or email us