Our Work
7 case studies spanning CX, UCaaS, CCaaS, and enterprise technology transformation.
Confidential Client
A regional health system with 2,500 employees needed to replace an aging on-premises Genesys contact center. Key pain points were manual agent workflows, no Epic or Salesforce integration, and inconsistent processes across teams. Ascenda, a CXponent entity, ran a structured assessment — on-site observations, requirements gathering, and a formal vendor evaluation with anonymous stakeholder scorecards. They narrowed the field to Five9 and Talkdesk, with Five9 ultimately selected for its healthcare integration capabilities. The result: leadership made a confident, documented technology decision with full stakeholder alignment, and the organization is positioned to improve both patient experience and agent productivity.
Challenge
An aging on-premises contact center with no Epic or Salesforce integration, manual agent workflows, and inconsistent processes was limiting both agent efficiency and patient experience.
Solution
Ascenda, a CXponent entity, conducted on-site observations, facilitated a structured vendor evaluation with anonymous stakeholder scorecards, and guided the organization to select Five9 as its modern CCaaS platform.
Results
Leadership gained a documented, defensible technology decision backed by objective stakeholder input, with stronger partner alignment and a clear foundation for improved patient experience and contact center operations.
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.
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.
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.
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.
