The FinOps playbook for LLM + CCaaS spend
How to control LLM and CCaaS spend before it controls you. Token analytics, model routing, license rightsizing, telephony minute optimization and a board-level cost dashboard you can copy directly.
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What you'll learn
- How to instrument token, minute and seat spend across providers
- Model routing patterns — cheap-model-first, cascade, and quality gates
- License rightsizing across CCaaS, CRM, and AI providers
- Telephony minute optimization on Amazon Connect, Genesys and NICE
- The board cost dashboard: 6 metrics that matter
- Guardrails against runaway spend before it hits your invoice
What's covered
An excerpt of the full document. Request access above for the complete asset — including diagrams, templates and code where applicable.
- 01
The cost anatomy of enterprise AI
Where the money actually goes across LLM tokens, CCaaS seats, telephony minutes, storage, and observability.
- 02
Instrumentation
Tagging, attribution, cost-per-conversation and cost-per-outcome — the 4 metrics FinOps and product both trust.
- 03
Model routing
Cheap-first cascades, quality gates, provider failover, batch vs realtime — with per-provider price tables refreshed quarterly.
- 04
License rightsizing
Named-user vs concurrent, seasonal peaks, marketplace commitments, and how to hold vendors to their published discounts.
- 05
Telephony optimization
Regional dial plans, carrier arbitrage, containment × minute-price interaction — usually the largest single line item.
- 06
The board dashboard
6 metrics: cost per resolution, containment rate, AI margin, model mix, seat utilization, forecast variance.
Questions enterprise readers ask
Does this work across multiple AI providers?
Yes — the routing patterns assume you use at least two of OpenAI, Anthropic, Bedrock, Azure AI Foundry, Gemini and Kore.ai Agent Platform, and the license section covers the major CCaaS and CRM providers.
Is the board dashboard included as a template?
Yes — the download includes a Looker/Metabase-ready query pack and a Google Slides board template.
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