Professional Services from the people who run global CX operations every day
Otonomee Professional Services helps you get more from your CX setup. We help you decide what to change, what to replace, and what to leave alone.
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Most CX teams know their platform isn’t pulling its weight. We help you know why, and what to do about it
Otonomee Professional Services combines the diagnostic rigor of a premium consultancy with the operational instinct of an outsourcing specialist built on decades of experience. We run support operations for leading brands, at global scale, every day. We help you map out how your service is actually running, assess all the tools behind it, and recommend a path grounded in evidence, not vendor enthusiasm.
Does any of this sound familiar?
Otonomee Professional Services is built for CX and operations leaders who recognize the symptoms below, and value a straight answer before committing their budget.
Your resolution rates have stalled, but no one can adequately explain why.
You’re under pressure to add AI or headcount, but you don’t yet have a clear view of what either would actually deliver.
You’re weighing up platforms, or thinking of switching, and vendor demos are starting to sound the same.
You’re paying a premium for a platform that’s not delivering all the value it promises.
A short diagnostic conversation will tell you where you really stand
Start with a 20-minute diagnostic call. We’ll tell you what’s worth doing — and what isn’t.
A full suite of service areas, all tailored towards your target outcomes
Otonomee Professional Services are based on our knowledge of what works every day in live and highly complex global support operations.
Find out where you actually stand
A structured diagnostic before any decision is made.
An initial assessment is the starting point for many Professional Services engagements. We’ll map how your support operation actually runs, assess the technology behind it, and give you a clear, ranked view of what’s working, what isn’t, and what’s worth doing next.
Great support needs a great knowledge base. We build both
Audit, build and manage the knowledge base that powers your AI and agents.
The most common reason AI systems underperform is rarely the model capabilities. It’s what the model is working with. We audit, build and manage knowledge bases that deliver more resolutions, faster.
From decision to live, in expert hands
Platform-agnostic implementation built for how support actually runs.
When the diagnostic points to a build, we implement it to real operational standards, not demo environments. Because we run global operations every day, we build for the realities of live and highly complex support needs.
Score every interaction. Coach what matters
QA design and management for operations that take CX seriously.
Quality is an ongoing discipline. We design the framework: sampling and scoring methodologies, coaching workflows and tooling suggestions. Then we manage it through periodic reviews, coaching recommendations and recalibration as your business evolves.
Understand what your customers are really telling you
Customer intelligence from the interactions you’re already having.
Every customer conversation (voice, chat, social and beyond), contains a deep well of intelligence. We find the signal and unearth valuable insights and priority actions on an agreed cadence, giving you a clear picture of what’s really happening, and what to do about it.
“The Otonomee team run an efficient SaaS operation, have created and refined processes and respond quickly and positively to change. Time and again, they offer initiatives and ideas to optimise performance and improve user experience. Our building managers are in safe hands.”
Certified in Fin AI implementation
Otonomee is a certified Intercom Solution Partner, with teams trained in Fin AI implementation. Our method mirrors Intercom’s Fin Flywheel of Analyse—Train—Test—Deploy, and we run everything with the depth of a practitioner grounded in decades of complex live operations experience.
Let’s start with a conversation
Most engagements begin with a short call to understand where you are and what you’re trying to solve. From there, we’ll recommend the right starting point, whether that’s a diagnostic, an implementation. Or nothing at all, if that’s exactly what you need.
- A diagnostic.
- An implementation.
- Or no engagement at all, if that’s the honest answer.
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Frequently Asked Questions
We help brands get more from the CX platforms they already own. We map how your support operation runs, assess the technology behind it, and tell you what to change, replace, or leave alone. Sometimes that means a new implementation. Sometimes that will mean optimizing what you have. Sometimes it could be telling you you’re already in good shape.
A consultancy hands you a recommendation and leaves. We’re operators: we run support at scale every day, so we know what good looks like in a live operation — and we can build and run it, not just advise on it. You get diagnostic rigor and the hands to deliver.
No. We start with your existing setup. Sometimes the right answer is a new build, sometimes it’s getting more from what you already have, and occasionally it’s leaving things as they are. We are a certified Fin Implementation Partner, and we work across Zendesk, Salesforce, Freshdesk, and Gorgias. But we’re platform-aware, not platform-led. Our recommendation might be to optimize the platform you already have.
A full review of a live CX platform: configuration, automation coverage, knowledge base health and AI resolution rates against industry benchmarks. You get a clear read on how it’s performing and a ranked list of what to fix first.
Start with an AI Readiness Assessment. It is a structured diagnostic of your process, technology, and readiness for AI deployment, with a scoring framework anchored to Fin's published success criteria. It includes a Fin fit evaluation and a high-level ROI model, so you can decide with evidence rather than guesswork.
That’s common, and it’s fixable. AI resolves from your knowledge, so we audit it, fix gaps and structure it for resolution before anything goes live. Getting this right is often the single biggest lever to improve resolution rates.
We don’t disappear at go-live. We stabilize against real data and stay engaged through optimization, helping to fine-tune, coach, and improve. Many clients move into a longer-term operational partnership from here. A Post-Implementation Retainer is available for ongoing platform health, AI resolution optimisation, and performance benchmarking.
Most engagements begin with a short call to understand where you are and what you are trying to solve. From there, we recommend the right starting point: a diagnostic, an implementation, or no engagement at all if that is the honest answer. Every engagement begins with a diagnostic before any build work is scoped.