How is Contact Center 360 different from the free contact center assessment?

The free contact center assessment is a short self-score that gives you an executive snapshot in 8–10 minutes. Contact Center 360 is the practitioner workspace: it runs a multi-session workshop across every domain, records evidence and owners per question, tracks confidence, and produces a board-ready report you can defend line by line.

How long does a Contact Center 360 assessment take?

Most engagements run two to four weeks: one to two workshop sessions per domain group, a week for evidence follow-up, then scoring calibration and readout. Workshop Mode is designed so each domain can be facilitated in a 60–90 minute block.

Which contact center domains does the assessment cover?

14 domains: Business & CX Strategy, Operating Model, Infrastructure, CCaaS & Telephony, IVR, Routing & Self-Service, Digital & Omnichannel, Customer Journeys, Agent & Supervisor Workflows, Applications & Integrations, Workforce, Quality & Operations, Data, Reporting & Analytics, Security, Compliance & Resilience, Automation & AI Readiness, AI Governance & Value.

How is contact center maturity scored?

Every maturity signal is scored on a 1–5 scale with a written definition, and yes/no answers map to 4 or 2. Domain scores are the weighted average of those signals; free-text and numeric answers carry evidence only and never move the score. Gap is target minus current, and the largest weighted gaps sequence the roadmap.

Is Contact Center 360 vendor-neutral?

Yes. No question assumes a platform. It applies to Amazon Connect, Genesys, NICE, Five9, Cisco, Avaya, Talkdesk, Kore.ai, Salesforce, Microsoft and Google estates, and to hybrid or on-premise environments.

Where is our assessment data stored?

Workspaces are saved to your account so you can resume a live assessment across sessions and devices, and every response, finding and risk is written as you type. Access requires a verified company work email.

Who should attend a Contact Center 360 workshop?

Per domain, invite the accountable owner plus one person who runs the day-to-day: operations and workforce leads, the platform or telephony owner, CX and QA, integration and data engineering, security and compliance, and finance for unit economics.

What deliverables come out of the assessment?

A maturity scorecard by domain, a findings register with severity and owner, a risk register, an evidence trail per question, a prioritized roadmap driven by weighted gaps, and an exportable branded PDF report for the steering committee.

Is Contact Center 360 free to use?

Yes — the platform is free with a verified company work email. Practitioner-led facilitation of the assessment is a separate paid engagement if you want pronix.ai to run the workshops with you.

Assessment platform

Contact Center 360™

A vendor-neutral enterprise assessment platform for running comprehensive contact center reviews live with your customer — 96 structured questions across 14 domains, with evidence, findings, risks and maturity scoring in one traceable record.

Work stays in this browser: create a workspace per customer, run Workshop Mode in the room, and every response, finding and risk is saved as you type. First time here? Read the step-by-step user guide for the eight-step process, per-domain facilitation notes and the scoring rules. Prefer a shorter self-score? Use the free contact center assessment.

Open the assessment workspace

The workspace opens in its own tab so you get the full screen for live workshops — no site navigation competing with the assessment. Free access with a verified company work email.

Get free access to Contact Center 360 Platform Read the user guide

Opens in a new tab. Already registered? Sign in with your work email from the same screen to resume a saved assessment.

Watch · 97-second explainer

What the assessment covers, how a live workshop runs, and the board-ready outputs — subtitles are burned in, so it plays with or without sound.

Contact Center 360 — frequently asked questions

What the platform covers, how maturity is scored, and how a live workshop assessment is run end to end.

What is Contact Center 360?: Contact Center 360™ is a vendor-neutral enterprise assessment platform for running a full contact center review live with your customer — 96 structured questions across 14 domains, with maturity scoring, evidence capture, findings, risks and a sequenced roadmap held in one traceable record.
How is Contact Center 360 different from the free contact center assessment?: The free contact center assessment is a short self-score that gives you an executive snapshot in 8–10 minutes. Contact Center 360 is the practitioner workspace: it runs a multi-session workshop across every domain, records evidence and owners per question, tracks confidence, and produces a board-ready report you can defend line by line.
How long does a Contact Center 360 assessment take?: Most engagements run two to four weeks: one to two workshop sessions per domain group, a week for evidence follow-up, then scoring calibration and readout. Workshop Mode is designed so each domain can be facilitated in a 60–90 minute block.
Which contact center domains does the assessment cover?: 14 domains: Business & CX Strategy, Operating Model, Infrastructure, CCaaS & Telephony, IVR, Routing & Self-Service, Digital & Omnichannel, Customer Journeys, Agent & Supervisor Workflows, Applications & Integrations, Workforce, Quality & Operations, Data, Reporting & Analytics, Security, Compliance & Resilience, Automation & AI Readiness, AI Governance & Value.
How is contact center maturity scored?: Every maturity signal is scored on a 1–5 scale with a written definition, and yes/no answers map to 4 or 2. Domain scores are the weighted average of those signals; free-text and numeric answers carry evidence only and never move the score. Gap is target minus current, and the largest weighted gaps sequence the roadmap.
Is Contact Center 360 vendor-neutral?: Yes. No question assumes a platform. It applies to Amazon Connect, Genesys, NICE, Five9, Cisco, Avaya, Talkdesk, Kore.ai, Salesforce, Microsoft and Google estates, and to hybrid or on-premise environments.
Where is our assessment data stored?: Workspaces are saved to your account so you can resume a live assessment across sessions and devices, and every response, finding and risk is written as you type. Access requires a verified company work email.
Who should attend a Contact Center 360 workshop?: Per domain, invite the accountable owner plus one person who runs the day-to-day: operations and workforce leads, the platform or telephony owner, CX and QA, integration and data engineering, security and compliance, and finance for unit economics.
What deliverables come out of the assessment?: A maturity scorecard by domain, a findings register with severity and owner, a risk register, an evidence trail per question, a prioritized roadmap driven by weighted gaps, and an exportable branded PDF report for the steering committee.
Is Contact Center 360 free to use?: Yes — the platform is free with a verified company work email. Practitioner-led facilitation of the assessment is a separate paid engagement if you want pronix.ai to run the workshops with you.

Related tools

How this tool works

What is Contact Center 360?

Contact Center 360 is a structured assessment workspace for evaluating an entire contact center estate — operations, technology, experience, workforce, data and cost — in one collaborative session. Teams score dimensions together, capture evidence against each finding, and export a shareable current-state view with a prioritized transformation roadmap.

What you enter

Estate profile: platforms, sites, channels, agent population
Collaborative dimension scoring from the operating team
Evidence and commentary captured against each finding

How it is calculated

1.Set up the estate profile and invite the assessing team into the workspace.
2.Work through each assessment dimension, scoring collaboratively.
3.Attach evidence and commentary so every score is defensible.
4.Review the aggregated heatmap and rank gaps by impact and effort.
5.Export the current-state view and roadmap for the steering group.

What you get back

Collaborative current-state heatmap
Evidence-linked findings per dimension
Prioritized transformation roadmap
Exportable executive readout

Built for: Transformation, CX and contact center leadership teams running a structured estate review.

How is Contact Center 360 different from the free assessment?

The free assessment is a fast, single-scorer maturity snapshot. Contact Center 360 is a collaborative workspace where a team scores together, attaches evidence and produces a defensible current-state readout for a steering group.

Who should take part in a Contact Center 360 session?

Operations, technology, workforce, quality and finance representation. Single-function assessments consistently over-score the dimensions that function owns and under-score everything else.