Budgeting & Planning Engagement for Customer Experience Tech Stack (CCaaS)

CXponent can quickly gather the key information your team needs for budgeting and planning your 2023 CCaaS investment. Take advantage of our experience and industry knowledge to help your team make smart buying decisions – the first time.


The Budgeting & Planning Engagement is ideal for clients who:


Are planning to invest in CCaaS in 2023

Need help developing a rough order of magnitude (ROM) to inform project priority decisions

Want to proceed with confidence and reduce risk when setting budgets

 3 Engagement Points – 2 Week Process – 1 Plan of Action

  • Initial discovery call to define requirements, wants, needs and drivers behind the purchase
  • Interviews with stakeholders to inform future requirements
  • Presentation call to review CXponent deliverables

What You Get

Project-specific budgeting workbook, which includes:

  • Operational expense budget for licensing and services
  • Considerations for building your own and a baseline Total Cost of Ownership analysis
  • Capital expense budget for the project implementation that includes technical configuration and one-time custom development work
  • Specific expectations for the level of effort and complexity
  • Context around benefits and risks, including the risks of the Status Quo

Operating Model and Implementation Plan:

  • A detailed timeline from planning to implementation including key consensus points between the business and IT
  • An outline of the resource types and functions that will be needed for implementation and future administration
  • A custom Common Operating Model for agents, supervisors, and operation leaders as well as overall IT support, help desk, and ticket flow

Comparison analysis of multiple market-leading vendors, including:

  • Capabilities, features, and differentiation
  • CXponent objective insights into each vendor
  • Where your organization lands on the Platform vs. Point Solution spectrum