Our Work
8 case studies spanning CX, UCaaS, CCaaS, and enterprise technology transformation.
First Mid
First Mid Bank partnered with CXponent to navigate vendor selection, negotiation, and implementation planning for a modern contact center platform. Facing unreliable systems, limited omni-channel capabilities, and internal resource constraints, FMB needed expert guidance to confidently move forward. CXponent validated requirements, helped select Talkdesk, negotiated improved contract terms, and prepared the organization for a seamless go-live. The result was reduced risk, faster implementation, and a scalable CX platform—delivered with no advisory cost through the partner ecosystem.
Hearth & Home Technologies
Birmingham Fastener
Challenge
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.
Solution
Led a comprehensive infrastructure overhaul that progressed from network hardware resale to a complete compute and storage refresh with 100TB capacity.
Results
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.
Aline
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.
Wolters Kluwer
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.
Thompson Tractor
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.
Johnson Controls
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.
Echo Global Logistics
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.