IVR/Contact Center Solutions
We have none. This advisory is grounded in designing and deploying a HIPAA-compliant AI-assisted IVR for a healthcare-adjacent operation handling over a million calls a year.
Almost everyone offering contact centre advice holds a platform position, and the gap between vendor marketing and production reality widens as conversational AI reshapes the category.
This specialization carries no platform affiliation. The advisory is grounded in a HIPAA-compliant deployment handling over a million calls a year.
Bought as a fixed fee scoped to call volume, and to whether the engagement is a new selection or a review of a deployment that is underperforming.
Consultancy Services — the third of three service lines. Recruitment gives you the people; Professional & Managed Services does the work for you; Consultancy decides what work should be done.
What that costs you
Why the usual answer fails
Most IVR consulting is a reseller recommending the platform they implement. As conversational AI reshapes the category, the distance between vendor marketing and production reality is widening — and it is hard to get an unbiased read when everyone advising you sells something.
How we work
The reference deployment required PHI-adjacent data classification, BAA-gated vendor selection and a HIPAA-eligible cloud foundation with encryption, access control and audit logging designed in from the start. Measured outcome: 70% call deflection from live agents and average wait time reduced from 10 minutes to 2. We have also designed PCI-DSS-compliant recording architectures using pause-and-resume to keep cardholder data out of scope entirely.
The questions that open an assessment are usually these:
What you receive
Platforms advised on
How it is bought
Fixed fee, scoped to call volume and whether the engagement is a new selection or a review of an underperforming deployment.
Platform selection without a reseller's position attached.
PHI handling treated as a selection input.
Call-type analysis before automation.
Review of a deployment that is underperforming.
You are likely in scope if any of these is true:
Fixed fee, and we resell no platform — so the recommendation has nothing riding on which vendor wins.
Common questions
No. Advisory-only. You take the recommendation to whichever integrator or vendor you choose.
No resale or referral relationship. That is the reason the advisory is worth commissioning.
Yes, and it is a common engagement. Usually the issue is call-flow design or the choice of what was automated, not the platform.
As a selection input rather than an implementation detail. PHI handling, BAA requirements and PCI scope materially narrow the viable platform set.
No. It is the measured result of one deployment in one environment, quoted as evidence of experience rather than as a promise.
Start from your call profile and compliance constraints rather than from feature comparison. PHI handling and PCI scope on recorded calls narrow the viable platform set materially, and discovering that during implementation is expensive. Which call types should stay with agents is a bigger question than which platform wins a demo.
Related services
The contact centre sits on voice infrastructure. Where that layer is the constraint, Network & Telecom Architecture assesses it directly.
Network & Telecom Architecture — independent review across compliance, cloud posture and automation readiness.
Professional & ManagedManaged NOC runs 24/7 monitoring across LAN, WAN, voice and UC.
Recruitment & StaffingCustomer & Technical Support Agents, screened against your actual platform.
A scoping call establishes call profile, compliance constraints and what the current deployment does badly.