CASE STUDY Contact Center Strategy and Road Map


The retirement services arm of a major insurance provider

The Opportunity

Critical business services were supported by numerous applications across diverse technologies – inhibiting desired stability and performance

The Opportunity

This institution need a comprehensive plan and road map to support migration to a new Contact Center environment that could deliver improved stability and improved business efficiency and effectiveness for their Retirement Services Contact Centers

Our Role

  • Worked closely with a joint business / technology team to design the target state environment for the Retirement Services Contact Centers.  Key objectives included:
    • improved availability, stability, and business agility
    • phasing out less stable applications while leveraging existing capabilities
    • adding new capabilities to support revenue growth and sales and service efficiency
  • Analyzed and prioritized the top business needs for the Retirement Services Contact Centers as measured by frequency of business interviewee comments
  • Identified high-performance infrastructure components supporting agent efficiency, network efficiency, and stability & performance of Desktop, Applications, Telephony, Management Insight, and Operations
  • Recommend and mapped out an iterative deployment approach to reduce project risk and blending stability and improved customer experience, with the objective to achieve early wins in outage reductions while building out strategic platforms in iterative waves
  • Defined the detailed Business Architecture, Application Architecture, Technical Architecture, Operations Architecture, Management Information Framework, and Migration Road-map for this major initiative

Bottom Line

The company achieved breakthrough process improvements, significantly improved customer experience, and unparalleled stability and performance with its new contact center environment.