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Contact Center Analytics & AI Consulting

Turn Contact Center Data Into Business Intelligence.

Contact center analytics, business intelligence, telephony engineering and AI automation for organizations that want better visibility, better decisions and better operational performance.

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Analytics. BI. Telephony. AI. — principal-level consulting, remote-first delivery.

The Opportunity

Your Contact Center Generates Data. We Turn It Into Intelligence.

Most organizations already have enormous amounts of operational data — call records, dispositions, agent activity, campaign performance, telephony metrics and customer interactions.

The challenge is turning that data into decisions.

ShifAIGen connects analytics, business intelligence, contact-center technology and automation to help organizations understand performance, identify operational issues and make better decisions.

Core Services

Four Connected Capabilities, One Operating View

Analytics, business intelligence, platform engineering and automation are rarely separate problems. We work across all four so the answers actually hold together.

01

Contact Center Analytics

Transform call, disposition, campaign and agent data into actionable operational intelligence.

KPI definition & governance Campaign performance Agent performance Disposition analysis SLA monitoring Call-flow analysis Operational reporting
Explore Analytics
02

Business Intelligence

Build reliable Power BI solutions that turn complex operational data into executive-ready insights.

Power BI dashboards Data modeling DAX development KPI frameworks Executive reporting Performance optimization Self-service analytics
Explore BI
03

Telephony & Platform Engineering

Improve contact-center and telephony platforms through configuration, optimization and integration.

Five9 / CCaaS Twilio IVR / ACD Dialer optimization API integrations Webhooks Telephony troubleshooting
Explore Engineering
04

AI & Automation

Automate analysis, reporting and operational workflows using AI and modern automation.

Call analysis Automated reporting Workflow automation Operational intelligence AI-assisted dispositioning Data pipeline automation
Explore AI
The Intelligence Stack

From Operational Data to Business Decisions

We connect data, technology and analytics so operational teams can move from fragmented information to measurable insight.

Business Outcomes
Cost, conversion, service level, customer experience
Decisions
Staffing, routing, campaign strategy, investment
Insights
Why performance is moving, and what to do about it
Analytics
Modeled, governed, trustworthy measures
Contact Center Data
Calls, dispositions, agents, campaigns
Telephony Data
ASR, ACD, PDD, routing, carrier events
Technology Ecosystem

Platforms and Tooling We Work In

Practical, hands-on depth across the systems that generate and consume contact center data — configured, queried and integrated directly, not through a vendor.

Contact Center

  • Five9
  • CCaaS
  • IVR
  • ACD
  • Dialers

Telephony

  • Twilio
  • SIP
  • APIs
  • Webhooks

Analytics

  • Power BI
  • DAX
  • Data Modeling
  • KPI Frameworks

AI & Automation

  • AI Agents
  • Call Intelligence
  • Workflow Automation
  • Operational Automation
Where We Start

What Are You Trying to Solve?

Most engagements begin with one of these. Pick the one closest to your situation.

Performance Visibility

You have the data, but cannot clearly explain why performance is changing.

Contact Center Analytics

Reporting Complexity

Your dashboards are slow, difficult to maintain or require too much manual work.

Business Intelligence

Data Quality

Call events, dispositions and operational records do not consistently tell the same story.

Read the analysis

Telephony Issues

Platform behavior, routing, call quality or integration problems are difficult to diagnose.

Platform Engineering

Manual Operations

Reporting, analysis and operational workflows consume valuable team time.

AI & Automation

Analytics Modernization

Your organization needs a more scalable analytics and BI foundation.

Strategic Advisory
The Practice

Principal-Level Expertise. Practical Business Impact.

ShifAIGen is led by Sameer Khan, a principal-level contact center analytics and business intelligence practitioner with 18+ years of experience spanning contact center operations technology, analytics engineering and AI-driven automation.

Engagements are delivered directly by the principal consultant — no layered account teams, no handoffs between strategy and implementation.

About ShifAIGen
18+
Years Experience
Contact Center
Analytics & Operations
Power BI
Business Intelligence
AI
Automation & Intelligence
How We Work

Flexible Consulting Engagements

Engagement structure follows the problem, not a product tier. Scope and commercials are agreed per engagement.

Advisory

Strategic guidance, architecture, tooling evaluation and operational decision support.

Project-Based

Defined analytics, BI, telephony or automation projects with an agreed scope and deliverables.

Retainer

Ongoing access to principal-level consulting expertise on a committed weekly or monthly basis.

Fractional Analytics Leadership

Ongoing strategic and technical leadership for contact-center analytics.

See Plans & Pricing Discuss Your Requirements
Insights

Practical Notes From the Practice

View all insights
Analytics

Understanding Contact Center KPIs

What AHT, FCR, SLA, occupancy and abandonment actually measure — and why optimizing one usually moves another.

9 min read
Telephony

ASR, ACD and PDD: What They Actually Tell You

Three telephony metrics that explain most outbound performance problems, and how to read them together.

8 min read
Business Intelligence

Building a Contact Center Power BI Dashboard

A reference architecture: star schema, a disciplined measure layer, incremental refresh and an executive page that answers questions.

11 min read

Let’s Turn Your Contact Center Data Into an Advantage.

Tell us what you’re trying to solve. We’ll help identify the data, technology and analytics required to move forward.

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