Pressure to change, every supplier saying yes and no clear picture of what is really going wrong.
Know exactly what to fix before you spend a penny
We measure how customer contact really works today, across every channel and system: where customers are lost, what it costs and what you could evidence. Then you get a clear, costed plan your board can back.
Quick win: routing changes alone cut unanswered calls by a third
Trusted by teams where every conversation counts
Sound familiar?
Why leaders ask for an independent view
In their own words, from clients and prospects this year: a view they can defend to the board, and one nobody is using to sell something.
“What we're after is somebody that can quite independently go, look, we can help you position this and give an independent view, that we can take back to the board.”
Technology and delivery lead, mobile telecoms
“I think this is enough information to persuade the board that this is the right decision, and we've done our due diligence.”
Project lead, education software company, a Fortay Connect client
“We could go to AWS, and they would do an assessment, and the answer will be AWS... so we go to that independent party to do that assessment.”
Contact centre project lead, housing
“I think most of the time, people have then used it as an opportunity to sell themselves to do the work.”
Technology and delivery lead, mobile telecoms, on past advisers
“You don't necessarily get all the... skeletons out if you go direct to one of these partners.”
CX technology lead, insurance
“Obviously we prefer a consultant to help us through it, which I guess is where you guys fit in, because you're the experts.”
AI steering committee member, mortgage broker
What changes?
One platform decision, two very different outcomes
Starting with the demosSame problems, higher bill
Three demosEvery platform says yes to everything on the list.
Chosen on the best demoPicked on features, not on how your customers really get in touch.
The gaps appearThe integration it needed does not exist and workarounds pile up.
The same problems, now costing moreCustomers still waiting, and a second system bought to fill the gaps.
Starting with the factsQuick wins, then the right choice
Contact measured, not guessedVolumes, wait times, cost and where customers drop out, from your own data.
Quick wins straight awayChanges that help customers now, before anyone buys anything new.
The right choice, first timeTested against what your customers need, or a fix for what you already have.
Illustrative example
Who is it for?
A plan everyone around the table can back
A business case in poundsCost per contact, cost per resolution and what each change is worth.
Clear prioritiesWhat to fix first, what can wait and what to stop paying for.
Risks named upfrontContract, integration and delivery risks set out before you commit.
A plan with or without usYours to deliver however you choose.
What do we advise on?
Shaped by your requirements, not a fixed checklist
Areas we have advised on in recent projects, chosen by what each client needed.
Customer contact
Current and future channels
Routing, IVR and single number
Contact centre platforms
MI, reporting and wallboards
People
Team structures and shifts
Workforce tools
Quality management
Agent assist
Systems
CRM and case management
Core system integration
Teams and telephony
Cloud and network strategy
Risk and compliance
Call recording and retention
PCI payments
GDPR and data residency
Resilience and audit trails
AI
Virtual agents
Conversation analytics
Sentiment and quality
Transcription and summaries
Example engagementMonmouthshire Building Society10 consultancy days, fixed fee, from first workshop to final recommendation.
1Needs assessment
2Requirements and recommendations
3Tender documents
4Supplier demos
5Response review
6Final recommendation
Example engagement10 daysof consultancy took Monmouthshire Building Society from first workshop to a final recommendation.
He caught things we would have completely missed. On paper, everything looked similar, but Mark knew what looked similar wasn't actually similar.
Justine LongHead of Operations, CA Auto Finance
More client results
Cutcost per contact by 30%
Reducefee earner admin by 80%
Record100% of client conversations
Moveonto a new platform in 30 days
Why they chose us
“Thank you for all your help and support. You've made it a really easy process for us.”
Customer experience lead, infrastructure group
“We've never done it before, and we don't really have any down times. That's why I asked you to help us with it.”
IT lead, facilities management company
“We really like the fact that we've got a relationship with Fortay Connect, and they've been great in that regard.”
Customer support lead, education software company
Why independent?
Advice that is not tied to what anyone sells
We don't sell platforms, so our only interest is the right answer for you. Sometimes that is a new platform. Often it starts with fixing what you already have, and we will tell you when that is the case.
What each option really costs, and what it will return
The gaps each platform will not mention in a demo
Quick wins you can act on straight away
A plan that is yours, with us or anyone else
Contact centre and communications
AI, automation and compliance
Plus the leading AI models
How does the review run?
Three weeks from first workshop to a plan your board can back
01
Discover
Workshops and interviews with your teams, real conversations reviewed and every system mapped.
02
Define
Requirements agreed and prioritised with you: what you must have, and what can wait.
03
Recommend
A requirements and recommendations report: quick wins, options, costs and a roadmap.
04
Present
We take your board through it, then into selection or a tender if you need one.
What do people ask?
Common questions
Do we need this if we already know the platform we want?
Often, yes. A few weeks of facts can save years on the wrong contract, and sometimes confirms you were right all along.
What do we get at the end?
A board ready summary, cost per contact, a map of your channels and integrations, evidence gaps, quick wins and a roadmap.
How long does it take?
The review takes three weeks. A full roadmap for a larger change typically takes four to six weeks.
Are we tied in to using you afterwards?
No. The plan is yours, to deliver with us, with your own team or with anyone else.
Not sure where to start?
First steps that meet you where you are
Start here
The conversation scorecard
3 minutes, free
Ten questions on how customers reach you, what gets recorded and what you could evidence tomorrow.
Rather talk it through? Mark Taylor, founder, will give you 30 minutes, no sales pitch.Book a call or email us