This template belongs to the call transfer recovery guide, which explains what a CCaaS migration puts at risk. Use this page when the head of customer operations has agreed that you may describe their records to SourceX.
Before you fill it in
The brief is the last step of a conversation, not the first. Write it once three things are true:
- The head of customer operations, or someone of equal standing, has agreed to convene an internal discussion and to have their records described in general terms.
- You know who the CEO is, the person who can approve a licensing conversation. If you do not, the authority answer gets you there.
- You can answer most fields from what you were told in that conversation. If a field would require you to log in to the platform and look, ask the owner instead and write down their answer.
A good brief lets the sponsor forward it inside the company without edits and lets SourceX decide whether a first call is worth everyone's time.
The blank call transfer recovery brief
Copy the table into a document and complete the right-hand column. Each entry is a description, a range or a role. Keep each under twenty words.
| Field | What to write |
|---|---|
| Company size | Full-time employees at peak, contractors excluded; number of sites or contact centers |
| Business task | The transfer problem in one line, such as a transfer that drops the customer's previous context |
| Record types | Which exist: linked contact records, transcripts, CRM cases with resolution codes, supervisor approvals, QA scores |
| Systems | Each system by category and go-live year: telephony platform, analytics, CRM, workforce management |
| Years of history | Earliest usable year per system, and any break at a past migration |
| Volume | Rough transfers per month and the share closed with a transfer-related reason code, with whose estimate it is |
| Join point | Whether the contact ID is written to the CRM case, and since when |
| Record owner | The person who runs or knows each system |
| Access event | Any dated change: platform contract end, analytics subscription end, retention window |
| Open question | The one thing nobody could answer yet |
| Authorized contact | The CEO, who can approve a licensing discussion, plus the sponsor as working contact |
There is no field for record content, file names or export samples. Partners never ask for or handle raw client records.
Field-by-field guidance
Company size. The threshold is 50+ full-time employees at peak, contractors excluded. Agents supplied by an outsourcer are not the company's employees. If the contact center belongs to a group, give the group headcount and note that a parent may need to approve.
Record types. Name what exists, not what you hope exists. On Amazon Connect, each transfer creates a new contact record that points back to the previous one, and every hop carries the ID of the first contact. If the company runs that platform, "linked contact records" is a real entry. Other platforms model transfers differently, so write what the platform owner tells you.
Amazon ConnectJoin point. This is the field SourceX reads first. A CRM case that stores the contact ID can be joined to the routing chain; a case that does not can only be matched by time and phone number, which is weaker. Ask when the ID started being written.
Access event. Write only dated events the company confirmed. Amazon Connect keeps contact records for 24 months from when the contact started, so on that platform the oldest routing chains age out continuously, and a migration can end access sooner. That is real urgency; invented deadlines are not.
Volume. An estimate is fine if attributed ("by the head of customer operations"). Never count records yourself.
Open question. Choose one. It shows you listened and gives SourceX a precise starting point.
A completed brief (Illustrative)
Fictional company, invented for this page; not a real case or a completed deal. A 380-person specialty retailer runs one in-house contact center. Transfers from the order queue to the returns queue often arrive with no notes, and agents ask the customer to repeat everything.
| Field | Completed entry (Illustrative) |
|---|---|
| Company size | 380 full-time at peak, contractors excluded; one contact center |
| Business task | Recovering calls where a transfer from orders to returns lost the customer's context |
| Record types | Linked contact records, transcripts, CRM cases with resolution codes, supervisor credit approvals |
| Systems | Cloud telephony platform since 2022, analytics since 2023, CRM since 2017 |
| Years of history | CRM cases from 2017; contact records for the platform's retention window; transcripts from 2023 |
| Volume | About 1,200 transfers a month, roughly one in ten closed as context lost, by the operations head's estimate |
| Join point | Contact ID written to CRM cases since 2023 only |
| Record owner | Head of customer operations for CRM; IT telephony lead; QA lead for analytics |
| Access event | Speech analytics subscription ends with the platform change next spring, date confirmed by the company |
| Open question | Whether cases from before 2023 can be matched to calls without the contact ID |
| Authorized contact | CEO; head of customer operations as working contact |
Read it as SourceX would. The full chain (routing, transcript, case and outcome) can exist only for calls since 2023 that are still inside the platform's contact record retention window, the case outcomes go back further, the join field is named, and the access event is dated by the company. The open question is narrow. Nothing in the brief identifies a customer.
What the brief settles and what it leaves open
The brief settles which records exist, where they sit, who owns them and who can authorize a licensing discussion. It does not settle whether they can be licensed. That depends on the notices the company gave callers, the platform terms, any service contracts and how agent and caller identities are handled. What stays unknown until SourceX reviews it: SourceX's current data needs for transfer recovery history, the rights review result, the de-identification needed and any offer.
The company also needs a documented operating history, rights to license and an authorized contact. Companies in the U.S., Canada and the EU qualify, as do companies in the UK, Australia, New Zealand, India, Singapore, South Africa, Latin America, the UAE and Saudi Arabia when at least 90% of the data is in English. Sign the Channel Partner Agreement before submitting. Attribution goes to the first valid introduction within the 90-day window, credited when the company submits a verified application, with one partner per company.
Send the brief under a short covering note; the warm introduction brief is a model for that note, and the client opportunity brief generator can draft one. Neighboring record types are on the customer support workflows page, and the CX consultant program page explains how contact center advisors refer.
Next step
Refer a company. Earn up to $100,000. Default reward: 25% of Actual Supplier Payout, capped at $100,000 cumulatively per referred company. Eligibility and payment conditions apply, and a signed Schedule A or addendum can differ. A lead, meeting or signature alone does not trigger payment.
When the sponsor has read and approved the completed brief, register as a partner, check the company against who qualifies and read the program terms before you send it.