Beyond call recording: getting real ROI from Gong
Most teams treat Gong as expensive call storage. The return is in coaching, deal execution, and forecast accuracy. Here is how to move from recording to results.
Read the full post → How We Help
What we deliver for call center leaders.
Service Cloud Voice + Agentforce
Unified agent desktop with real-time transcription, sentiment, AI suggestions, and CRM context, built on Service Cloud Voice + Agentforce.
AI virtual agents for tier-1
Production AI agents handling routine inquiries, password resets, order status, account changes, with proper escalation to humans when needed.
100% AI-powered QA
Conversation analytics scoring every call against quality, compliance, and coaching criteria, with humans focused on the cases that need them.
Real-time agent coaching
In-call AI coaching surfacing next-best-actions, knowledge articles, and compliance prompts when agents need them.
Workforce management integration
WFM platform integration with Service Cloud Voice for unified scheduling, forecasting, and intraday management.
Compliance recording automation
Automated PCI/HIPAA scrubbing, retention management, and audit-ready recording infrastructure.
Common Challenges
What we see in call center organizations.
The patterns that come up in nearly every call center engagement.
Voice and AI integration
Connecting voice systems, AI agents, conversation analytics, and CRM into one operating model is hard. Done well, the operational gains are dramatic.
Agent ramp and attrition
Contact centers run on agent productivity and retention. AI augmentation helps both, when implemented thoughtfully.
Quality monitoring at scale
Manual QA on a tiny sample of calls is the legacy model. Conversation AI can score 100% of calls against quality criteria.
Cost-per-contact pressure
CFOs are watching contact center cost. AI deflection, when done right, changes the math without sacrificing customer experience.
Workforce management and scheduling
Forecasting volume, scheduling agents, and managing shrinkage are operational disciplines technology should support, and often does poorly.
Compliance recording and PCI/HIPAA scrubbing
Call recording brings compliance obligations. Automating PCI/HIPAA scrubbing is technical, critical, and often half-done.
Signature Service Categories
The major call center practices our team runs.
Each category represents a deep specialization with dedicated playbooks, accelerators, and experienced practitioners.
Contact Center Modernization
Service Cloud Voice, omnichannel routing, unified agent desktop.
AI Virtual Agents
Agentforce, voice AI deflection, and human-in-the-loop escalation patterns.
Quality Management & QA
100% AI-powered call quality monitoring with human review focus.
Workforce Management
WFM integration, scheduling, forecasting, and intraday management.
Agent Productivity & Coaching
Real-time AI coaching, knowledge assistants, and conversation intelligence.
Compliance & Recording
PCI/HIPAA scrubbing, retention management, audit-ready infrastructure.
See what this looks like for call center.
A free 30-minute working session with a consultant who has done this work before. You leave with a clear read on the right approach, whether or not you engage us.
Featured Insight
Insight & analysis from our call center team.
Practitioner-level analysis from the consultants delivering the work.
Revenue Operations
How We Work
The engagement model.
Predictable phases. Clear deliverables. No surprises.
01
Discovery
One to two working sessions to map your current state, business goals, gaps, and constraints. We come out with a written scope document and recommendation.
02
Design
Documented solution architecture, technical design, realistic timeline, and a transparent commercial proposal, reviewed with your team before any build.
03
Build
Configuration, development, integrations, data migration, AI training, and QA, delivered in iterative sprints with weekly demos and adjustments.
04
Launch & Optimize
Training, change management, hypercare support, and continuous improvement. We do not disappear after go-live. Most engagements continue into managed services.
Our Capabilities
The five practices that support your call center work.
Salesforce
Implementation, configuration, and managed services across the full Salesforce platform, from Sales and Service Cloud to Agentforce and Data Cloud.
Learn more →Gong
As one of Gong’s earliest services partners, we implement, integrate, and optimize Gong so revenue teams actually adopt it.
Learn more →AI Consulting
Strategy and production AI, from use-case selection and governance to deployed agents on the platforms you already run.
Learn more →Revenue Operations
The systems, data, and rituals that make sales, marketing, and customer success operate as one revenue engine.
Learn more →Ready to move call center forward?
Free 30-minute strategy session with a consultant who works with call center leaders every week.
Book a Consultation →