INVESTMENT
Six ways to scope.
One single ambition.
Our offers are packaged, legible, deliverable. No vague quotation, no day-rate estimation. You know what you pay, what you receive, and when. The rest — the quality of the deliverable — is our business.
Six engagement levels, from the 48-hour asynchronous diagnostic to the full 360° Assessment. You choose the depth of analysis suited to your challenge. All our offers are vendor-independent and produce a reusable deliverable retained by your teams.
ENTRY · ASYNCHRONOUS
Flash Audit
48-hour diagnostic. Delivered with no call.
48 hours after receipt of the brief
INCLUDED
- Written brief + 3 documents to supply
- 360° diagnostic of the current architecture
- 3 priority recommendations
- 90-day roadmap
- Target budget estimate
- Delivered within 48h as PDF (6–8 pages)
- No call required
NOT INCLUDED
Workshops, presentations, post-delivery support.
FOR WHOM
CX Directors and CIOs seeking a rapid external opinion without commitment; teams in the exploration phase.
COUNTER-REVIEW · PRE-SIGNATURE
Strategic Second Opinion
Devil's advocate before signing a major contract.
5 business days
INCLUDED
- Full analysis of the commercial proposal under review
- 10-page summary note
- Identification of contractual risk points
- Quantified negotiation recommendations
- 1 × 90-minute video restitution
- Written availability 30 days after delivery
NOT INCLUDED
Direct intervention in negotiation with the vendor.
FOR WHOM
CX Directors, CIOs or executive committees about to sign a CCaaS contract worth €500K to €2M.
CX · OMNICHANNEL
Customer Journey Audit
Omnichannel mapping and 6-month roadmap.
3 to 5 days on site, delivery Day +10
INCLUDED
- Complete customer journey mapping (voice, email, chat, WhatsApp)
- Identification of friction and breakage points
- CSAT/NPS/CES matrix by channel
- Prioritised 6-month roadmap
- Steering committee restitution (in person or video)
- PDF deliverable + editable slide deck
NOT INCLUDED
Technical audit of the CCaaS platform (see Technical Audit).
FOR WHOM
CX Directors and Customer Relations Directors seeking to unify the in-store, web, telephone and messaging experience.
DATA · KPIs
CX Data Audit
From dormant dataset to data-driven steering.
4 to 6 days on site, delivery Day +12
INCLUDED
- CX KPI quality diagnostic (NPS, CSAT, CES, FCR, AHT)
- Audit of existing steering dashboards
- Customer segmentation model recommendations
- Personalised Power BI mock-up
- Data warehouse integration plan
- Steering committee restitution with demonstration
NOT INCLUDED
Development and effective deployment of dashboards.
FOR WHOM
CX departments steering on intuition and seeking to move to data-driven; executive committees requiring the CX Director to evidence ROI.
CCAAS · ARCHITECTURE
CCaaS Technical Audit
Architecture, configuration hygiene, AHT optimisation.
5 to 8 days on site, delivery Day +14
INCLUDED
- Platform architecture review (Genesys, Amazon Connect, Avaya)
- Configuration hygiene and security
- Audit of CRM, data and IS integrations
- Optimisation of technical KPIs (AHT, abandon rate, FCR)
- Technical report 15–20 pages
- Prioritised, costed action plan
NOT INCLUDED
Implementation of recommendations.
FOR WHOM
CIOs and Heads of Contact Centre with a live CCaaS platform; platforms with declining performance or escalating cloud costs.
FLAGSHIP OFFER · ALL DIMENSIONS
Assessment CX 360°
The complete diagnostic before transformation.
4 to 6 weeks
INCLUDED
- CCaaS technical audit (architecture + configuration hygiene)
- Functional omnichannel customer journey audit
- CX data and steering KPI audit
- Governance and organisation audit
- 36-month quantified business case
- Target architecture HLD
- Prioritised 12-month roadmap
- 2-hour restitution steering committee with leadership
- 30 days written availability post-delivery
NOT INCLUDED
Execution of the action plan (subject of a separate mission).
FOR WHOM
Executive committees preparing a major CX transformation; CIOs/CX Directors seeking a complete multi-dimensional review; pre-acquisition audits.
FREQUENTLY ASKED QUESTIONS
Before you scope.
How does billing work?
30% deposit at signature, balance on delivery. Payment at 30 days net. French VAT at 20% applicable; exemption possible for clients outside the EU.
Can you sign an NDA before the brief?
Yes, systematically. A mutual NDA is signed before any exchange of technical or commercial documents.
What happens if the audit reveals a wider scope than anticipated?
We deliver the audit within the original scope at no additional cost. Out-of-scope items identified are the subject of an explicit amendment before execution — never a surprise invoice.
Do you work with vendors or integrators?
ExpertiaX is an independent consultancy. We have no commercial partnership with any CCaaS vendor. Our recommendations are neutral, verifiable, evidenced.
What happens after the audit?
Your choice: you internalise the action plan, hand it to your incumbent integrator, or we support its implementation via a Programme mission (on quotation).
SPECIFIC NEED
A need that doesn't fit into a box?
Programme mission on quotation: scoping + architecture + migration steering over 45 days and beyond. Let us discuss your context.
30-minute conversation