22M calls/mo → ~730K/day → ~64K peak hour → at 5–6 min AHT → ~10–15K concurrent sessions at peak
Scale & volume
- •Peak concurrency by region
- •Call-arrival & busiest-hour profile
- •Seasonal / event spikes
- •Burst headroom & failover targets
Latency & performance
- •Current Nuance latency baseline
- •p50 / p95 / p99 TTFB under load
- •Turn-taking & barge-in requirements
Language & audio
- •22-language / market / volume matrix
- •BR vs. EU PT, Mandarin, Hindi code-switch
- •Misroute / failed auth / zero-out
- •WER baselines · 8kHz codec reality
Intents & containment
- •Top-20 intents by volume
- •Containment rate by intent
- •Transfer-reason taxonomy
Integration & infra
- •Genesys Cloud flows & APIs
- •Salesforce integration points
- •Auth flows (KBA, voice biometrics)
- •VPC topology, residency, failover
Compliance
- •Redaction & retention by jurisdiction
- •Recording consent requirements
- •FINRA / SEC / EU audit trails
Success criteria
- •Written technical-win definition
- •Named sign-off owners
- •Board-ready evidence package
Economics
- •Cost / call, AHT, transfer, repeat rates
- •QA coverage gap
- •Full set → ROI questions