Orsom & Nopaque.

Two organisations are now working together to bring sharper delivery and harder evidence to contact centre transformation programmes.

Orsom handles the change. Nopaque proves it works. The partnership exists because the boundary between those two halves is where most CX programmes lose time and credibility.

A long history, formalised

Phil Timson founded Orsom. Phil Smith founded Nopaque. The two of us first worked together on the first Amazon Connect implementation for a UK bank. Even then, the bottleneck wasn't the technology. It was knowing whether what had been built actually worked the way it was supposed to. Testing and mapping of voice journeys was the silent overhead on every release.

That experience became the seed for Nopaque. The partnership formalises something that has been happening on project after project ever since.

What each half brings

Orsom brings senior delivery for contact centre transformation. Vendor selection, programme management, integration, and the kind of practitioner experience that comes from having shipped real systems for regulated customers. The team has been on the wrong end of the same incidents that everyone else has, which is why their delivery has the texture of someone who plans for them.

Nopaque brings TotalPath. Customer-perspective voice testing on real PSTN, with mapping, load testing, and attestation on a single platform. The same map that drives a regression test is the one a consultant references during a migration. The same evidence trail that proves a release is safe is the one an auditor signs off.

Either half delivers value on its own. Together they shorten the loop between a change being made and that change being trusted.

Why this works

Transformation programmes tend to fail at the edges. The system gets built but no one is sure it does what it should. The acceptance criteria get signed off, but the customer experience drifts a quarter later and no one notices until it surfaces in complaints. The migration completes, but the new vendor's call rates spike and the root cause is six prompts deep in a flow nobody mapped.

Each of those is a measurement problem, not a delivery problem. Orsom plans the work and ships it. Nopaque maps and tests what gets shipped. When the two run together from kick-off, the programme stops drifting between "built" and "proven."

For customers, the practical effect is faster delivery, fewer surprises, and an evidence trail that holds up in front of auditors and regulators.

Two Phils, on the partnership

Phil Timson, founder of Orsom. I have been working with Phil since the first Amazon Connect implementation for a UK bank. Even back then, testing and mapping was the painful part of every release. This partnership accelerates how fast we can deliver quality services, and it helps our customers attest that their customer experiences work the way they were designed to.

Phil Smith, founder of Nopaque. Two Phils, what could go wrong. We have shipped a lot of implementations together. Orsom have shaped Nopaque's product with years of constant feedback and support, and what we built together is now real. The two services are complementary in a way that lets customers move faster and land safer.

What's next

If you are running a contact centre transformation, or thinking about one, you can engage either organisation independently. The point of the partnership is that you do not have to choose. Bring delivery and proof in together and the programme has a measurably shorter distance between commitment and confidence.

To talk to us, get in touch via either site.