The Contactos platform is built — development is complete. The contact center system — AI bot, live agent console, WhatsApp integration, broadcast messaging, supervisor tooling — has been progressively validated in production through four structured testing rounds with ETSG's operations team, each one extending the platform's real-world exposure. A full cutover from Hibot is the target for May 2026. The work ahead is not development. It is operationalization: the phased, disciplined process of bringing each remaining module into full production use within ETSG's operations.
The engagement has grown meaningfully beyond its original scope. Building out the ContactOS platform surfaced the full requirements of replacing Hibot — ETSG's existing chat platform — and integrating with Issabel, ETSG's voice infrastructure. Every capability ETSG's contact center depends on has been accounted for, built, and tested. A layer of net-new intelligence — AI sentiment scoring, supervisor KPI dashboards, and real-time analytics — has been delivered on top of parity.
Four structured testing rounds with ETSG's own operations team have hardened the platform under real conditions. The customer support cutover from Hibot is planned for May 2026. The roadmap from May through December 2026 operationalizes the remaining modules one phase at a time — each following a consistent Refactor → Test & Optimize → Cutover pattern.
A proven, production-grade contact center system re-architected onto a modern, scalable platform foundation.
Full Hibot feature parity — every capability ETSG's agents depend on — plus a new layer of AI-driven intelligence: sentiment scoring, supervisor tooling, and real-time analytics that no prior system offered.
A full cutover of ETSG's customer support operations from Hibot to ContactOS, consolidating chat and voice into a single integrated platform for the first time.
The Contactos engagement is structured as a strategic co-investment — not a standard vendor relationship. The contracted rate reflects a deliberate split: the sponsor invests financially, DataStudios invests time in-kind, and together both parties are building a platform with long-term commercial value beyond ETSG.
Below-market monthly commitment that funds platform operationalization. The contracted rate covers a portion of the total effort — DataStudios absorbs the balance as an in-kind stake in the platform's future.
Engineering and product time beyond what the contracted rate covers, invested in-kind. DataStudios is building ContactOS as a commercially viable, scalable platform — ETSG's operations provide the real-world proving ground that makes that possible.
As Contactos is extended to additional clients, licensing revenue is split equally between both parties. Custom development work for new clients is billed separately and is not part of the licensing split.
Work began February 14, 2026 with the ContactOS foundation — and has been hardened through four structured testing rounds conducted directly with ETSG's operations team. Each round went beyond feature verification — real agents, real customers, and real workflows surfaced requirements and refinements that no scripted test could anticipate.
Re-platforming begins mid-February. ContactOS core architecture established: data model, authentication, and the channel-agnostic conversation engine. Approximately four weeks of foundational work before the first production validation round.
First full end-to-end test with live agents and simulated customers across WhatsApp and web chat. Validated the AI-to-human handoff cycle, real-time dashboard, and service action flows. Established the operational baseline for the platform.
Twenty real ETSG customers interacted with the platform during a controlled window. Confirmed auto-assignment, conversation routing, and agent handoff under real traffic. Surfaced agent availability management and operational wording adjustments that reflect how ETSG's team actually communicates.
Structured review with ETSG's operations team that surfaced key requirements not in the original scope: conversation typification for close-reason tracking, inactivity management for abandoned sessions, and handling of multimedia messages sent by customers. All items were addressed and delivered.
Focused on multi-agent operations at scale. Surfaced the need for supervisor-level tooling: bulk conversation reassignment, per-agent KPI visibility, and agent availability controls that match how ETSG's contact center is actually managed. All delivered prior to the May cutover.
The following capabilities are fully built, tested, and running in production as of May 2026.
Each phase follows a consistent operationalization pattern: Refactor (port module into ContactOS) → Test & Optimize (structured round with ETSG's team under real conditions) → Cutover (module goes live in ContactOS, prior dependency retired or integrated).
WhatsApp AI bot, live agent console, and full conversation management re-platformed into ContactOS. Hibot parity features and net-new AI capabilities built and validated.
Four structured testing rounds with ETSG's operations team. Real agents, real customers, real workflows — operational requirements surfaced and resolved at each round.
All customer support agents transition from Hibot to ContactOS for live chat and AI-assisted conversations. Broadcast messaging continues operating in Hibot in parallel until ContactOS broadcast validation is complete — planned cutover within Phase 1.
Contact list management, bulk CSV import, and campaign creation and tracking ported from V1 into ContactOS.
Validated with ETSG's real contact data and existing campaign workflows. Operational edge cases identified and resolved before cutover.
Contacts and campaigns fully managed within ContactOS. Foundation in place for voice campaign operationalization in Phase 2.
AI-powered outbound call engine ported into ContactOS, including voice platform integration implementation (Issabel or Twilio — TBD). Call logs and phone number management included.
Live outbound campaigns run with real ETSG contacts. Call quality, AI performance, and agent visibility validated under real operational conditions.
Outbound voice campaigns — including medical transport confirmations — fully operational within ContactOS.
Inbound voice pipeline, call performance dashboard, and appointment booking integration ported from V1 into ContactOS.
Full voice operations validated end-to-end. Inbound call handling, appointment booking, and management reporting tested under real conditions.
Inbound voice and analytics fully operational in ContactOS. ETSG leadership has complete visibility into all contact center operations within a single platform.
No new modules. Final integration work across all ContactOS components to ensure cohesion, performance, and stability at full operational load.
Full platform validation with ETSG's team across every workflow. Agent and supervisor training completed on the full platform.
ContactOS becomes ETSG's sole contact center platform. Engagement transitions to maintenance — steady-state operations, ongoing support, and incremental enhancements.
The timelines and investment figures in this document are estimates based on current operational visibility. Both parties recognize that the following factors may affect scope, phasing, or delivery windows.
| Factor | Detail |
|---|---|
| Operational Discovery | Each testing round has surfaced requirements not visible at the outset. This is expected and built into the methodology; however, the depth of future discovery — particularly as voice and analytics modules are operationalized — cannot be fully anticipated in advance and may affect phase scope or duration. |
| Client-Side Coordination | Several phases depend on ETSG's team providing timely access, configurations, decisions, or resources. Timeline slippage due to competing priorities on the client side has occurred previously and will affect downstream phases proportionally. |
| Third-Party Dependencies | Integration timelines with external systems — Meta WhatsApp, Issabel, Twilio, and Eureka — are partially outside DataStudios' control and may introduce delays independent of internal delivery pace. |
| Good Faith Adjustments | Where scope or timeline changes are required, both parties commit to addressing them transparently and adjusting the plan accordingly. |
By signing below, both parties agree to the terms, scope, timeline, and investment outlined in this proposal.