Independent Contact Centre Platform Selection
Reduce cost, risk, and lock-in when replacing or renewing your contact centre platform.
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If you’re approaching a renewal, replacement, or major commercial decision, we help you sense-check options, compare platforms objectively, and avoid costly mistakes, before contracts are signed.
Request an independent options review
(Usually a 30-minute confidential conversation.)
The Problem Most Organisations Face.
Contact centre platforms are typically replaced or renewed once every 5–7 years.
When that moment arrives, organisations are often forced into decisions that feel rushed, opaque, or commercially risky.
Common issues we see include:
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Supplier-led recommendations before requirements are fully defined
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Inconsistent pricing, licensing, and discount structures
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Decisions driven by short-term incentives rather than long-term fit
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Limited internal experience of large-scale CX platform procurement
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Commercial terms that look attractive in year one and expensive thereafter
Once a platform is selected, reversing the decision is difficult, expensive, and politically painful.
Why independence matters at this stage
Most advice in the contact centre market comes from: Vendors, Resellers, Implementations Partners.
Soniza is Different.
Our role is to support you before vendor bias and commercial pressure distort the decision, ensuring the platform selected is right for your organisation, operationally, commercially, and strategically.
We support organisations make the right choice when a replacement selecting Contact Centre. Typically we cover:
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Requirements gathering of operational, CX, and technical requirements
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Identification and independent comparison of leading contact centre platforms (e.g. Genesys, NICE, Five9, Amazon Connect, Talkdesk and others)
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Structured evaluation and selection support
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Commercial and licensing sense-checks before commitment
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Assurance that the chosen option aligns with your real needs, not just the sales narrative
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Engagements are deliberately pragmatic and proportionate, focused on enabling confident decisions, not creating unnecessary documentation.
What we actually do.
Who this is for (and who it isn’t)
This service is designed for organisations that:
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Are approaching a contact centre platform renewal or replacement
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Are making a six- or seven-figure decision
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Want independent assurance before committing
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Need clarity on cost, risk, and long-term implications
This service is not designed for:
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Small teams looking for quick pricing quotes
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Organisations seeking a reseller or discount broker
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Buyers who already know which vendor they intend to select
This helps ensure conversations are relevant, focused, and valuable for both sides.
What happens next
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1. You request an independent options review
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2. We have a short, confidential conversation to understand your situation
3. You decide whether independent support would add value
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There is no obligation and no sales pressure.
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About Soniza
Soniza is an independent advisory firm specialising in contact centres, telecommunications, and complex technology decisions.
We work with organisations that value:
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Objectivity
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Clear thinking
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Commercial realism
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Low-noise, high-trust engagement
Our role is not to sell technology, it is to help you choose it wisely.