CX Transformation
Contact Center Transformation
The contact center was operating on legacy ACD and WFM tools while evaluating multiple CCaaS options.
A direct cutover during peak season would have created service disruption and agent instability.
Execute a phased migration plan based on agent desktop fit and pre-contract WFM integration scope.
What we delivered
- Operational assessment focused on agent workflow friction
- CCaaS shortlist based on desktop and WFM integration
- Phased cutover windows with rollback planning
- WFM requirements included before contract execution
Outcomes
- Vendor list narrowed from five to two using fit scoring
- Migration schedule aligned to low-risk operational windows
- WFM integration scope defined in contract terms
Related research
Explore guides, frameworks, and analysis connected to this topic.
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