Coming Out of Stealth: A Love Letter to CX Leaders
The Problem Isn’t You… It’s Your System
Let’s be honest… CX leaders aren’t failing. The tools they’ve been handed are.
Most contact centers are running on tech that hides problems instead of revealing them. And because vendors rarely say that out loud, teams are left staring at dashboards that look fine even while customers keep getting frustrated and executives start wondering if the numbers actually tell the truth.
This isn’t a leadership issue. It’s a systems problem.
When the Metrics Say “Fine” but Everything Feels Broken
If you run a contact center, this will hit home.
On paper, everything looks fine. CSAT and NPS are in range, handle times look normal, and performance seems steady.
But in reality? Customers keep complaining. Costs keep climbing. And teams feel like they’re always putting out fires.
You’re reacting to symptoms, not solving root causes. Not because you’re not trying, but because the signals you need are scattered across tools that don’t talk to each other.
Manual tasks stack up. Your frontline teams get stretched thin. And the metrics? They don’t explain what your agents and customers are actually feeling.
That disconnect erodes trust – with your team, your data, and your ability to lead confidently.
Fragmentation Is No Longer Frustrating… It’s A Serious Problem
Over time, contact centers have accumulated more point solutions. Each one does its job, but none of them working together.
Dashboards tell you what happened but not why. QA tools catch only a tiny slice of interactions. Automation solves isolated tasks but doesn’t see the full journey. So teams spend hours stitching together half-answers just to get a partial picture.
As operations scale, this fragmentation stops being annoying… and starts becoming serious.
Leaders end up guessing about which problems really matter. You roll out “fixes” without confidence they’ll stick. Every weekly review shows that performance is in the green, but then, the rest of the week is spent dealing with angry customers and internal escalations.
“When leaders cannot trust what they are seeing, every decision becomes harder
than it needs to be. Scala is about restoring that trust. Helping you understand
what is truly happening before problems escalate.”
– Rajeev Singh, Co-founder and Executive Chair
We’ve Lived the Pain and That’s Why We Built Scala
Scala wasn’t dreamed up in a boardroom. It was born from real experience.
Before Scala, Ardie Sameti (our co-founder and CEO) led major innovation and AI initiatives at a large healthcare technology company. He worked with contact center teams made up of care advocates, nurses, and doctors – dedicated people trying to support members through deeply personal journeys.
When the systems worked well, everything fell into place. Members got the care they needed at the right time. Satisfaction was high. The business performed as expected.
But too often, the cracks showed.
Broken handoffs. Manual workflows. Inefficient processes that collapsed under scale. Frustration, lost revenue, and churn followed.
People worked harder and harder, but the outcomes got worse. Leaders spent their days firefighting instead of improving.
That experience made one thing clear: contact center leaders deserve better than tools that just explain the past.
“Scala is our love letter to CX leaders – smart, capable operators doing everything
they can with outdated systems that were never designed for the world they’re navigating today. We not only understand their challenges… we’ve lived them.”
– Ardie Sameti, Co-founder and CEO
Intelligence Is the New Superpower
CX has outpaced the systems meant to support it.
Journeys are more complex. Data is everywhere but understanding is nowhere.
That’s where AI finally starts to help in ways that matter: spotting patterns humans can’t see, connecting dots across fragmented journeys, and uncovering early indicators of friction.
Unlike legacy tech stacks that leaders have outgrown, Scala was purpose-built by operators and technologists to meet today’s CX complexity. Scala is a unified intelligence platform that connects customer conversations, workflows, performance, and systems you already have, into one place that finally makes sense.
What that looks like in practice:
- A single view of your operations – across all customer touchpoints, tools, people, and agents
- Early detection of customer friction and risk before it becomes a problem
- Root cause diagnosis, not just service-level alerts
- Clear steps on what to fix first so actions are thoughtful, not reactive
It’s more than just data. It’s clarity and control.
“We’re focused on helping leaders actually understand what is happening and giving
them the tools to act with confidence across their operations.”
– Ardie Sameti, Co-founder and CEO
From Firefighting to Forward Momentum
When leaders can see clearly, everything changes.
Fewer surprises. Faster, more confident decisions. Problems stop resurfacing.
Teams stop firefighting and start improving. Frontline trust returns. Leaders stop guessing. Customers feel the difference.
“For years, we’ve asked operators to run extremely complex businesses with tools
built for a simpler time. Leaders are held accountable for outcomes their systems
can’t even explain. Scala exists to change that.”
– Rajeev Singh, Co-founder and Executive Chair
We’re Ready… and Grateful
Today, we are excited to share that Scala is coming out of stealth with the support of Madrona and FUSE.
Their backing isn’t just a milestone. It validates what we’ve quietly been building and supercharges our ability to go further for our customers as CX complexity continues to climb.
We’re deeply grateful to our early customers, advisors, investors, and our team members who believed in this vision long before it was public.
Let’s Talk If You’re Ready for Better
CX leaders carry enormous responsibility and deserve technology that can keep pace, not fall behind.
If this story resonates, let’s connect.
See what we’ve built. Peek under the hood. And discover how Scala brings clarity and control back to your operation.
