Our Work
10 case studies spanning CX, UCaaS, CCaaS, and enterprise technology transformation.
Assembly Health needed more than a vendor implementation. They needed a partner to validate, optimize, and de-risk a major RingCentral migration they didn't have the internal bandwidth to manage alone. CXponent provided Migration Assurance and implementation advisory services across the full engagement, filling gaps in solution design, licensing, governance, and change management that would have otherwise undermined the investment. The result was a confident, well-structured go-live with the operational foundation in place to drive long-term platform adoption and value.
Challenge
Assembly Health was finalizing a major platform investment while lacking the internal bandwidth, solution validation, and operational readiness to ensure the migration from Nextiva to RingCentral would actually deliver on its business goals.
Solution
CXponent stepped in as a dedicated migration assurance and advisory partner, filling the gaps between vendor delivery and true business readiness across every phase of the engagement.
Results
The engagement gave Assembly Health the organizational readiness, solution confidence, and operational foundation to go live with significantly reduced risk and a clear path to long-term value.
First Mid Bank relied on an unreliable contact center platform that limited customer service capabilities, created operational inefficiencies, and made it difficult to support the organization's growth through acquisitions.
CXponent helped First Mid Bank finalize vendor selection, negotiate improved commercial terms, and prepare for a successful implementation of Talkdesk's cloud contact center platform.
First Mid Bank reduced implementation risk, accelerated deployment timelines, and successfully modernized its customer experience platform with no advisory cost.
Hearth & Home Technologies relied on a legacy customer experience environment that limited visibility, efficiency, and scalability, making it difficult to support its growing eCommerce and direct-to-consumer business.
CXponent conducted a business case advisory engagement that quantified the value of modernization and helped validate Five9 as the right platform to support HHT's customer experience goals.
CXponent helped HHT build a data-driven business case demonstrating a projected $2.5 million net return over three years while aligning stakeholders around a clear path forward.
Confidential Client
Reliance on aging hardware in a deteriorating facility, paired with manual recovery processes and a constrained IT team, has created critical ransomware exposure and operational risk.
Led a comprehensive infrastructure overhaul that progressed from network hardware resale to a complete compute and storage refresh with 100TB capacity.
By outsourcing backup and recovery workflows to TierPoint, the organization achieved minute-level recovery times and removed the burden of daily DR management from internal staff.
Disconnected call transfers and poor system integration leading to data delays.
Deployed NICE CXone with seamless Microsoft Teams and Dynamics CRM integration.
Increased technology certainty by validating vendor strengths and roadmap planning.
High onboarding times and inefficiencies in agent proficiency due to manual note-taking.
Implementation of AI-driven Agent Assist for real-time guidance and automated transcription.
Identified how Agent Assist supports doubling revenue through labor scheduling efficiencies.
End-of-life on-premise platform unable to support digital/AI roadmap and backlog.
Transition to cloud-based Genesys platform for omnichannel routing and mature Auto-QA.
Navigated complex vendor partnerships and provided structured change management for global adoption.
13-year legacy Cisco stack without documentation; critical knowledge siloed with a retiring administrator.
Managed a neutral RFP and 30-day POC to replicate complex custom call routing on modern UCaaS.
Provided technical oversight that removed operational risk and gave leadership 100% confidence.
Underestimated project complexity and delivery risk during a high-speed migration.
Full program management and staff augmentation for a rapid CCaaS/UCaaS rollout.
Secured ~$200K in service credits and prevented an implementation disaster.
Managing 35 SBCs across 14 countries with a degrading legacy provider relationship.
Transitioned to lean architecture and facilitated $135K in specialized global support services.
Delivered over $1M in annual savings and accelerated timeline by three months.
