AI technologies
- AI readiness, governance and responsible adoption
- Use-case identification and prioritisation
- Bots, copilots and knowledge advisory
- Measurement — proving AI is actually paying off
Consulting services
Independent consultancy across UC, CX and AI
From unified communications strategy to contact centre performance, CRM-connected customer experience and AI adoption — we review, advise and report with recommendations you can act on. Every engagement is scoped to you: a one-off health check, a regular review cadence, or a ground-up transformation program.
AdviseAssess, review, workshop — establish what's actually true
DesignArchitect the solution and sequence the work
ImplementBuild and deliver it, with our own engineers
OptimiseMeasure, tune and review on an ongoing cadence
Where we consult
Four domains, one technical house
The same engineers who design, deliver and support these platforms every day provide the advice — so recommendations are grounded in what actually works in production.
CX & CRM Growing practice
- Joining the contact centre to the CRM so agents work in one place
- Screen pop, click-to-dial and interaction history write-back
- Using customer data to route, prioritise and personalise
- Mapping the customer journey across voice, digital and CRM
A newer and fast-growing part of our practice, delivered alongside our CRM partners — we'll be straight with you about where we lead and where we bring a partner in.
Unified communications
- Calling and telephony strategy, including Teams calling and cloud calling
- Legacy phone system migration planning
- Call-flow, number and resilience design
- Recording, compliance and licensing optimisation
Contact centres
- Platform health, performance and capacity reviews
- Agent productivity and workforce optimisation
- Routing, queue and reporting design
- Migration and feature-adoption roadmaps
How we engage
Shaped to you — not a fixed package
These are the shapes our consulting most often takes. Scope, duration and cadence flex to your environment — no two engagements are identical.
Reviews & health checks
A structured look at how a platform or estate is really performing — run once, or as an ongoing monthly or quarterly cadence. See an example ↓
Deep dives & reporting
Focused analysis of a specific question — productivity, capacity, cost, quality — with evidence-backed findings and recommendations. See an example ↓
Workshops & transformation
Facilitated, ground-up programs — from readiness baselines through to a staged, costed transformation roadmap. See an example ↓
Example · transformation program
AI & digital transformation, from the ground up
A facilitated readiness assessment across customer service, IT, digital, governance and business stakeholders: where AI genuinely improves outcomes, and where it should not yet be applied.
The assessment covers
- Current CX platform, processes and service maturity
- Readiness to adopt AI safely and responsibly
- High-value AI use cases that improve CX outcomes
- Data, technology, governance and workforce readiness
- Risks, gaps and dependencies across initiatives
What you receive
- Facilitated current-state assessment across CX and AI
- CX maturity and AI readiness baseline
- Priority improvements mapped to your objectives
- A formal readiness report
- Practical recommendations and a staged roadmap
Example · cadence review
Monthly and quarterly operations reviews
Shown here for a contact centre platform — the same review discipline applies to a Teams calling estate or any UC environment. Built from your live platform data, never a template, and presented with a formal report. Trend context behind every number; a recommended next step behind every finding.
- Performance & volumes — voice, email and chat trends, answer and abandonment rates
- Platform & capacity — licences, storage, AI usage and API headroom before they bite
- Security & compliance — authentication, roles, recording and retention policy
- Feature adoption — what you're licensed for but haven't switched on
- Releases & deprecations — platform changes that affect your configuration
- Roadmap — prioritised opportunities, scoped and sequenced with you
Why it pays for itself
Burst charges, unused licences and unactivated features are usually invisible day to day. Finding them early is often worth more than the review itself.
Example · deep-dive report
An honest picture of how the roster really works
Averages hide a great deal. We separate the agents genuinely working the queue from dormant and back-office accounts first — then show you the distribution, not just the mean.
01
Clean the data first
Dormant and back-office accounts are identified and excluded, so averages reflect people actually doing the work — and reclaimable licences get flagged.
02
Find the real pattern
Utilisation, idle and off-queue time, miss rates and handle times — separating scheduling and routing problems from individual performance ones.
03
Recommend, specifically
Your own top performers become the benchmark, and every flag comes with a concrete action: coach, re-roster, re-route or reclaim.
How we work
Advice from the people who build it
- Practitioners, not just advisors — our recommendations come from engineers who design, deliver and support these platforms daily, so what we propose is what we know works in production
- Evidence, not assertion — findings trace back to your own data and environment; where a number blends strong and weak performance, we say so
- Actionable by design — recommendations arrive prioritised and sequenced, and we'll scope and cost the workstreams that matter most
- No obligation — an assessment is worth having even if you change nothing, and you're free to implement with us or with anyone
Unsolicited customer feedback
"CVT is a great partner that puts customer satisfaction at the forefront of their engagements. They are not hesitant to go the extra mile to ensure a positive outcome for their customers. All their agents are polite. Courteous and wonderful to work with."
Healthcare · 17 July 2026
Want an independent view of your platforms?
Tell us what you're weighing up — a UC decision, contact centre performance, connecting your CRM, or where AI fits — and we'll suggest the right-sized engagement.