Cloud Readiness & Adoption

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Where is your contact center platform hosted?

On-premises onlyHybrid (mix of on-prem and cloud)Fully cloud-based

How often is your platform updated?

Infrequently or manual upgradesRegular vendor-driven updatesContinuous cloud-native updates

Do you have high availability or disaster recovery?

No DR strategyBasic backup or redundancyMulti-region failover and a tested DR plan

All calculations are performed locally in your browser. No data is sent to our servers.

About the CX Modernization Scorecard

The CX Modernization Scorecard evaluates your contact center across five key dimensions: Cloud Readiness, Omnichannel Experience, AI & Automation, Integration & Data, and Workforce & Operations. Each category is scored based on your current capabilities, and the results provide a clear roadmap for modernization priorities.

Privacy Statement: This tool runs entirely in your browser. No data is sent to our servers, and all calculations are performed locally. Your answers and results remain completely private.

How is the score calculated?

Each answer has a point value (0-20 points). Category totals are calculated by summing the points for all questions in that category. The overall score is the sum of all category scores, with a maximum possible score of 100 points. Stages are determined by your total score:

Legacy Stage (0-30): High risk and legacy processes. Begin with cloud migration and CRM integration.
Transition Stage (31-60): Some modernization. Focus on adding channels, automation, and WFM.
Advanced Stage (61-80): Strong capabilities. Optimize AI, APIs, and unified desktops.
Modern Leader (81-100): Fully modernized. Expand predictive AI and proactive engagement.

What are the stages?

The four stages represent different levels of contact center modernization maturity. Each stage comes with specific recommendations tailored to your current capabilities and next logical steps for improvement.

Can I export my results?

Yes! You can download a comprehensive PDF report that includes your total score, stage assessment, category breakdowns, and personalized recommendations. The PDF is generated locally in your browser and contains no personal information.

Is my data private?

Absolutely. This tool is designed with privacy in mind. All calculations happen in your browser, no data is transmitted to our servers, and you can clear your progress at any time. The optional email feature uses your device's default email client and doesn't store any information.

Examples

Example 1: A contact center with on-premises infrastructure, voice-only support, and manual processes would score in the Legacy Stage, receiving recommendations to start with cloud migration and basic digital channels.

Example 2: A contact center with hybrid cloud, multiple channels, and some automation would score in the Transition Stage, receiving recommendations to improve integration and add AI capabilities.