Customer Assessments
Discovery & Assessment: Make the Right Technology Decision
Taleka’s Discovery gives you the map before the journey.
We work with your people across different personas and role types in your business, with a focus on collaboration, calling and CX.
We surface where friction lives, pin down the outcomes that matter, and deliver a confident, evidence-led path to a future communications platform that delivers real value.
Before you invest in new technology, we help you move beyond assumptions and understand what needs to change to support your future business goals.
Our belief: start small, prove success with KPIs, and scale responsibly with adoption support and continuous improvement.
What We Do
Define Goals
Understand your business priorities, desired outcomes, and how your current setup supports them today.
Assess Current State
Review your people, processes, telephony and customer-facing workflows at a high level.
Identify Gaps
Highlight inefficiencies, pain points, and where AI capabilities or smarter call flows could relieve pressure.
Plan for the Future
Surface high-impact, low-risk opportunities you may choose to take forward into a separate Proof of Value engagement.
What We Uncover
Current Capabilities
A clearer understanding of your current communications and telephony capabilities, and where AI adoption could play a role within them.
Experience Gaps
Insight into the gaps impacting customer experience, employee experience, and operational performance.
Quick-Win Opportunities
A shortlist of candidate quick-win use cases, sized so you can scope a future Proof of Value engagement.
Future Decision Points
A foundation for future decision-making, including potential next investments and communications roadmap priorities.
Who We Listen To
Effective discovery depends on hearing from the right voices in the room.
We identify the people who use, support and shape the platform every day, from sponsors and IT teams to line of business leaders, customer experience staff and end users.
Sponsors & Leaders
Understand business priorities, success measures and strategic outcomes.
IT & Technical Teams
Capture current platforms, processes, reporting detail and technical considerations.
CX & Operations Teams
Surface customer-facing workflows, call flows, pressure points and areas where AI could fit naturally.
End Users
Understand daily experiences, workarounds, pain points and what already works well.
How Discovery Works
Kickoff & Alignment
Setting the destination together.
- Confirm goals, scope and what success looks like.
- Agree stakeholders, timelines and ways of working.
- Share a short pre-discovery questionnaire.
Persona & Stakeholder Mapping
Finding the right voices in the room.
- Identify the people who use the platform daily.
- Map each persona to the conversations needed.
- Tailor session formats to suit each group.
Discovery Sessions & Information Gathering
Listening and learning.
- Run workshops and 1:1 conversations with each persona.
- Capture current platforms, processes and user journeys.
- Surface pain points, workarounds and what already works.
Analysis & Insight
Connecting the dots and spotting the patterns.
- Synthesise feedback and identify recurring themes.
- Map pain points to root causes and business impact.
- Pinpoint quick wins, opportunities and early risks.
Report, Recommendations & Proof of Value Use Cases
A clear, evidence-led path forward.
- Concise assessment report: current state, gaps and opportunities.
- Practical recommendations across people, process and technology.
- Shortlist of high-impact, low-risk Proof of Value use cases.
What You Receive
- A concise assessment report outlining the current state, key gaps, and improvement opportunities.
- A shortlist of candidate Proof of Value use cases with suggested success measures.
- Actionable recommendations covering enablement, adoption and change management.
- Suggested next steps to support your communications roadmap.