Predictika · Managed contact-center services quotes
An AI sales agent prepares a monthly quote for managed contact-center services on a partner platform (Webex Contact Center, Genesys Cloud, Five9 or NiCE), with a service tier, coverage hours, agent seats, integrations, extra support hours, CX observability and AIOps add-ons, a contract term and a negotiated discount. Before it goes out, the agent sends it to Predictika, which checks it against a declarative model of the service tiers and add-ons and returns a verdict, every reason and the monthly total it computed.
This validator models managed contact-center services quotes, not just the scenarios shown below.
Any managed contact-center services quote that touches these rules is in scope — not only the scenarios pictured here. Not covered: licenses for the contact-center platforms themselves, professional services projects and other TTEC offerings. TTEC Digital's partner platforms and the Basic and Essential tier names follow its public pages; every dollar rate, tier limit, coverage and add-on rule, term discount and approval threshold here is modeled from comparable managed-service offers and is not published by TTEC, so all figures are illustrative. The validator shows a computed monthly total but no line-item table.
6 scenarios in 3 groups · each group runs from the agent’s first attempt to the outcome · click one to switch
Illustrative agent statement. The validator receives the structured request below.
Proposing agent: AI sales agent (scripted)
Before sending, the agent must call Recorded run
What this means
Our assessment of what a typical rules-based CPQ (product rules, price rules and validation rules, as in Salesforce CPQ) does with the same cases. It is a judgment about effort and reliability, not a claim that nothing can be built.
| What the validator caught | Typical rules-based CPQ | Predictika |
|---|---|---|
| A tier that limits seats and integrations | Only with care Each tier needs its own seat and integration limits, so every quote has to be compared with a table that grows with the tiers. | The tier, seat count and integrations are in one request and checked together on every call. |
| Coverage and add-ons that only some tiers allow | Only with care 24x7 coverage, AIOps, observability and the NiCE platform each need an eligibility rule per tier. | The tier and every add-on are in one request, so eligibility is checked on every call. |
| A term and a discount with two thresholds | Only with workarounds An unsupported term, a block above one discount level and an approval above another need separate rules that must agree with each other and with the subtotal. | The term and discount are compared with the computed subtotal on every call and return a block, an approval or nothing. |
| A stated total that must match the computed total | Only with workarounds The total is built from several lines, so a separate rule is needed to recompute it and compare it with the stated figure. | The stated total is a field of the request and is compared with the computed monthly total on every call. |
| Every problem returned in one answer | Only with workarounds Rules tend to fire as the quote is saved or a step is completed, so a rep often fixes one error and meets the next. | All findings come back together, whatever order the choices arrived in. |
Every rule is checked on every call, in any order the choices arrive; one problem never hides another. Blocking findings stop the quote; approval findings need a person to sign off; everything else is computed.
| 1 | A deployment of 5,000 seats is above 2,000 and needs a solutions architect review. |
| 2 | 9 agent seats is outside the 10 to 5,000 seat range of managed contact-center services. |
| 3 | 5,001 agent seats is outside the 10 to 5,000 seat range of managed contact-center services. |
| 4 | 5,001 seats exceeds the 5,000 seats this service tier supports; choose a higher tier. |
| 5 | A deployment of 5,001 seats is above 2,000 and needs a solutions architect review. |
| 6 | 101 seats exceeds the 100 seats this service tier supports; choose a higher tier. |
| 7 | 301 seats exceeds the 300 seats this service tier supports; choose a higher tier. |
| 8 | 1,001 seats exceeds the 1,000 seats this service tier supports; choose a higher tier. |
| 9 | 11 integrations exceeds the 10 this service tier supports. |
| 10 | 6 integrations exceeds the 5 this service tier supports. |
| 11 | 24x7 coverage is offered only with the Enhanced and Premier tiers. |
| 12 | 24x5 coverage is not offered with the Basic tier. |
| 13 | The NiCE platform is supported from the Essential tier upward, not Basic. |
| 14 | The CX observability add-on is not offered with the Basic tier. |
| 15 | The AIOps add-on is offered only with the Enhanced and Premier tiers. |
| 16 | A term of 18 months is not offered; terms are 12, 24 or 36 months. |
| 17 | A negotiated discount of 11 percent is above 10 percent and needs sales leadership approval. |
| 18 | A negotiated discount of 21 percent is outside the 0 to 20 percent allowed. |
| 19 | 101 extra support hours a month is above 100 and needs delivery management approval. |
| 20 | A deployment of 2001 seats is above 2,000 and needs a solutions architect review. |
| 21 | The quote states a monthly total of 579,900 cents; the modeled rates give 580,000 cents. |
| 22 | The quote states a monthly total of 580,001 cents; the modeled rates give 580,000 cents. |
| 23 | 200 seats exceeds the 100 seats this service tier supports; choose a higher tier. |
| 24 | 9 integrations exceeds the 5 this service tier supports. |
| 25 | A term of 6 months is not offered; terms are 12, 24 or 36 months. |
| 26 | A negotiated discount of 25 percent is outside the 0 to 20 percent allowed. |
The recorded result of the validator for each scenario on this page: the request the AI agent sent, the verdict, and every finding, in the order they appear above.
The agent's request. Please quote managed contact-center services on NiCE, Basic tier, with 24x7 coverage, for 200 agent seats and 9 integrations, with CX observability and AIOps, on a 12-month term, for a monthly total of $4,800. It is ready to send.
Verdict: Blocked.
The agent's request. Please quote managed contact-center services on NiCE, Enhanced tier, with 24x7 coverage, for 200 agent seats and 9 integrations, with CX observability and AIOps, on a 12-month term, for a monthly total of $12,000. It is ready to send.
Verdict: Allowed.
The agent's request. Please quote managed contact-center services on Genesys, Essential tier, with 24x5 coverage, for 350 agent seats and 12 integrations, 20 extra support hours a month, on a 18-month term with a 25 percent discount, for a monthly total of $6,375. It is ready to send.
Verdict: Blocked.
The agent's request. Please quote managed contact-center services on Genesys, Enhanced tier, with 24x5 coverage, for 350 agent seats and 12 integrations, 20 extra support hours a month, on a 24-month term with a 8 percent discount, for a monthly total of $12,415.50. It is ready to send.
Verdict: Allowed.
The agent's request. Please quote managed contact-center services on Webex Contact Center, Premier tier, with 24x7 coverage, for 2,400 agent seats and 45 integrations, 120 extra support hours a month, with CX observability and AIOps, on a 36-month term with a 15 percent discount, for a monthly total of $50,260. It is ready to send.
Verdict: Blocked.
The agent's request. Please quote managed contact-center services on Webex Contact Center, Premier tier, with 24x7 coverage, for 2,400 agent seats and 45 integrations, 120 extra support hours a month, with CX observability and AIOps, on a 36-month term with a 15 percent discount, for a monthly total of $51,760. It is ready to send.
Verdict: Needs approval.
The text of the narrated walkthrough, step by step.