Cloud Tech Gurus
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Cloud Tech Gurus (CTG) is a Technology Matchmaker. We take away the hassles, frustration and time generally associated with sourcing solutions.
We are transforming how companies source/procure contact center and business solutions, and at no cost to our clients. Cloud Tech Gurus (CTG) is a Master Agency or Technology Marketplace comprised of expert contact center/customer engagement consultants (which we call Advisors) and 130+ next-generation, best-of-breed and disruptive Technology Suppliers. Between our expert Advisors and our Supplier
🔊 𝐒𝐨𝐮𝐧𝐝 𝐨𝐧 𝐟𝐨𝐫 𝐭𝐡𝐢𝐬 𝐨𝐧𝐞.
You already knew Contact Center Gurus. You knew Contact Center Journeys.
Now they're one show, bigger, sharper, and built to go deeper: 𝐓𝐡𝐞 𝐂𝐗 𝐆𝐮𝐫𝐮𝐬 𝐏𝐨𝐝𝐜𝐚𝐬𝐭.
Same operators you trust, Fred Stacey, Darren Prine, and Jessica Voss. Same no-hype, no-vendor-spin CX talk. Just more of it, done better.
New episodes start this August.
▶️ Subscribe on YouTube: https://bit.ly/3UaDCbO
🎧 Or listen on your favorite podcast app - https://bit.ly/4fC48DA
If you followed us before, you're going to want to be here for this. 👀
Somewhere in your contact center, a flow built by someone who left three jobs ago is still routing live calls.
08/04/2026
You've outsourced 2,000 seats. You've never watched one of them work.
You get the QBR deck. You get the recorded call samples. You get the scorecard your BPO built for you.
What you don't get is the floor.
Twenty years ago you walked it. You saw the supervisor lean over a shoulder. You knew who was struggling at 2pm on a Thursday. You caught the problem while it was still a coaching moment instead of a churn number.
That floor is now in Manila, Johannesburg or Bengaluru. And your only window into it is a report written by the people you're auditing.
One of the platforms in our portfolio closes that gap. Your outsourced agents work on the same virtual floor as your internal team. You see their video and their screens, live. You listen in on a call while it's happening. You coach in the moment, the way you would if they were thirty feet away.
Not recordings. Not a dashboard. The floor.
Numbers from one four-month deployment:
→ Abandonment down 32%
→ After-call work down 24%
→ Monthly call volume up 10.5%
Those agents wear your brand in front of your customers. You should be able to see them work.
How much of what you know about your BPO floor came from someone who works for the BPO?
We've vetted the platforms that do this. DM us and we'll tell you which three are worth your time and which aren't.
You've never actually seen your whole contact center. Until now.
Genesys Cloud and Amazon Connect just went live on Peregrine Discover. Connect your org and it maps the entire environment automatically: every IVR, queue, routing flow, user, and integration, into one visual view.
The stuff nobody can see today:
→ IVR logic built by someone who left two years ago
→ Routing rules no one documented
→ Integrations that work until they don't
Discover finds all of it. No consultant engagement. No six-week discovery. And it's free, permanently. Not a trial, no credit card.
Run Genesys Cloud or Amazon Connect? You can map your environment today.
On Five9, NICE CXone, Avaya, Cisco, or Talkdesk? Join the waitlist now. Platforms onboard in signup order, and your position locks the moment you register. Sign up early and you move your whole platform up the list.
The 2-minute walkthrough is in the video. Then grab your spot.
If you inherited your contact center tomorrow, could you say what's actually running inside it?
Your biggest contact center cost never shows up on the P&L.
Call it the attrition tax.
A 1,000-seat operation at 40 percent attrition loses about 400 agents a year. At $10,000 to $20,000 to replace each one, that's $4M to $8M walking out the door. Quietly. Every year.
We dug into what the 2026 data actually says. A few things tend to stop people:
• 40 percent of all attrition happens in the first 90 days. It's a hiring problem before it's a retention problem.
• Only 9 percent of agents who can't quickly reach a supervisor are highly satisfied. Among those who can, it's 57 percent. One variable, a 6x swing.
• Top-quartile operators are 8x more likely to use AI on the floor, and they post 4.6x better CSAT.
The best teams now predict who will leave 30 to 90 days out, before the agent has decided. Early deployments are cutting attrition by more than half.
Full breakdown link in the comments.
What's driving attrition in your operation right now?
Your agents are losing deals on live phone calls.
When a customer raises a budget objection or asks a tough compliance question, agents usually have seconds to respond. Relying on memory or static cheat sheets often leads to missed opportunities and extended handle times.
One of our partner solutions solves this by providing instant in-call guidance.
The platform analyzes live audio and prompts recommended responses in under 0.4 seconds. It acts as a real-time copilot that guides agents through complex conversations while automatically scoring 100 percent of calls for quality assurance.
Real operational results include:
- 300 percent increase in agent sales per hour
- 67 percent reduction in new hire ramp time
- 83 percent decrease in total QA review time
You do not need more supervisors listening to recordings. You need real-time support where it matters most.
Drop a comment below or send a DM to explore this solution.
In your CCaaS, do you have a single view of every IVR, route, queue, user, and integration, so you can see how they connect before one of them breaks?
Could your team pull up every routing rule in your contact center right now?
Most can't. Here's the 60-second fix.
"We have AI."
Christa Heibel has walked into healthcare orgs that say exactly that - pointing to a speech analytics tool quietly recording calls in the background. Getting zero value from it. No use case, no one touching the data.
Having the tool isn't readiness. Readiness is boring: documented processes, clean workflows, knowledge management, and one clear use case before you spend a dollar.
If it doesn't improve the business, top line or bottom line, why are you buying it?
That's one moment from the full webinar, where Christa Heibel (CH Consulting Group), Kevin O'Brien (Authenticx), and Fred Stacey (Cloud Tech Gurus) also get into:
→ Where healthcare really sits on the AI curve (willingness is high — deployment is ~18%)
→ The tools actually in play: speech analytics, agent assist, AI agents
→ Why most AI projects fail — and it's rarely the technology
→ How to measure real ROI, hard and soft
→ Where patient experience is headed over the next 3–5 years
No demos. No pitch. Full conversation 👇
https://bit.ly/4wjw9Wm
Most contact center AI is bolted on, not built in.
Walk into most enterprise operations and it's the same picture. Routing in one system. Workforce management in another. Analytics somewhere else. A layer of AI stretched across the top, hoping it all connects.
It technically works. It just doesn't work well. Agents jump between tools, data sits in silos, and the AI only ever sees part of the picture.
One of our partners built the opposite. An AI-first platform where routing, workforce management, quality, analytics, and AI agents sit on a single foundation. The intelligence isn't an add-on. It's the ground floor.
But the platform is only half the story. What matters is what your operation actually needs. We're operators first, so we help you diagnose that, then point you to the right fit.
New video breaks down why built for AI beats bolted on. Where does your stack land?
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