Business Needs Assessment

The Business Needs Assessment reviews your current contact center environment and works to provide tactical recommendations based on industry best practices and your unique business model. Whether your company is experiencing a changing business model, changes in customer requirements or has a need for assessments of specific users, Adtech Global can meet with you and your staff to review current processes to determine and recommend how WFO solutions can address unmet needs across your organization.

The Business Needs Assessment has three components:

Current State Assessment

Site Visit & Observation

Findings & Recommendations


Is the Business Needs Assessment right for you? The Business Needs Assessment addresses the following situations while reviewing your contact center environment:

  • Business model changes
  • Technology in routing
  • Change in SLA’s (80/20 rule)
  • Changing customer requirements
  • Speech strategies
  • Assessment of specific users

Adtech Global provides comprehensive services for you to leverage your applications to work best for your business. You can trust your WFO applications to Adtech Global’s experienced consultants. Our teams are trained with cross- functional collaboration for continuous improvement and specialize in business process optimization, training, platform migrations, and WFO strategy,  With an average of 12+ years in contact center management, all of our consultants have an in-depth understanding of implementing industry best practices.

  •  17+ years of Workforce Optimization and contact center expertise

  • Large, global infrastructure with teams that serve customers worldwide

  • Proven methodologies to meet your needs fast

  • Fixed, cost-effective rates

  • Fixed, cost-effective rates

  • Services for the entire Customer Engagement Optimization suite

Business Needs


Business Needs Assessment

Review your contact center environment to assess areas for improvement for your business.

Optimization Services (2)


Optimization Services

Leverage our Optimization Services for your WFM, QM, DPA and Speech Analytics systems for maximum impact on your business.

FlexAssist Brochure



Flexible consulting, training and assistance for your Workforce Management and Quality Monitoring applications.



Interested in Our Services?

Contact us today for a one-on-one consultation with one of our services experts.