Phased Operationalization Gantt
Pre-Phase
Foundation & Validation
Feb – Apr 2026
Phase 0
Customer Support Cutover
May 2026
Phase 1
Contact & Campaign Management
June – July 2026
Phase 2
Outbound Voice & Voice Integration
August – September 2026
Phase 3
Inbound Voice & Analytics
October – November 2026
Phase 4
Hardening & Maintenance Transition
December 2026
Refactor / Build / Stabilize
Port and build the module in ContactOS
Test & Optimize / Validate
Structured rounds with ETSG's team under real conditions
Cutover / Transition
Module goes live in ContactOS; prior dependency retired
Phase Activity Detail
| Phase |
Window |
Status |
Key Activities |
| Pre-Phase — Foundation & Validation |
Feb – Apr 2026 |
Complete |
Build ContactOS platform architecture, auth & conversation engine (mid-Feb – Mar) ·
Validate 4 structured rounds with ETSG team — Mar 14, Apr 7, Apr 9, Apr 23
|
| Phase 0 — Customer Support Cutover |
May 2026 |
In Progress |
Final testing round with full ETSG team · Hibot parallel run · Agent onboarding to ContactOS · Hibot cutover for live chat (broadcast messaging remains in Hibot until Phase 1 validation) |
| Phase 1 — Contact & Campaign Management |
Jun – Jul 2026 |
Upcoming |
Refactor Contact lists, CSV import, campaign creation & tracking ported into ContactOS ·
Test Real ETSG contact data, campaign workflows ·
Cutover Campaigns fully managed in ContactOS
|
| Phase 2 — Outbound Voice & Voice Integration |
Aug – Sep 2026 |
Upcoming |
Refactor AI outbound call engine ported, voice platform integration (Issabel or Twilio — TBD) implemented, call logs & number management ·
Test Live campaigns with real contacts, call quality & AI validation ·
Cutover Outbound voice (incl. medical transport) operational in ContactOS
|
| Phase 3 — Inbound Voice & Analytics |
Oct – Nov 2026 |
Upcoming |
Refactor Inbound voice pipeline, call performance dashboard, appointment booking ported into ContactOS ·
Test Full voice operations validated, management reporting tested ·
Cutover Inbound voice & analytics live; unified platform for ETSG leadership visibility
|
| Phase 4 — Hardening & Maintenance Transition |
Dec 2026 |
Upcoming |
Stabilize Cross-module cohesion, performance at full load ·
Validate Full platform review, agent & supervisor training ·
Transition ContactOS is sole platform; engagement moves to maintenance model
|