Case Study: Cloud CCaaS Migration
The Challenge
A Chicago-based wholesale distributor of security hardware faced end-of-life for their on-premise contact center. Legacy infrastructure meant no remote agent capability, expensive hardware refresh cycles, limited analytics, manual workforce management, and no omnichannel capabilities.
The CTG Solution:
Working through CTG’s consultant network, we ran comprehensive CCaaS evaluation across 8+ leading platforms. After demos, TCO analysis, and fit assessment, CTG matched them with a tier-1 enterprise cloud CCaaS platform known for rapid deployment and strong mid-market support. The solution features unified voice, email, chat, and SMS platform, AI-powered routing and conversational IVR, cloud-based workforce management with real-time adherence, and comprehensive analytics with customizable dashboards.
Measurable Results:
- Remote agent capability enabling geographic talent pool expansion
- Omnichannel support improving customer experience and efficiency
- Advanced analytics enabling data-driven decision making
- Estimated 30-40% improvement in agent productivity
- Zero hardware maintenance overhead
TCO Story: Legacy system total cost of ownership over 3 years included hardware depreciation, maintenance contracts, and dedicated IT staff overhead. Cloud CCaaS delivers 2-3x more capability (omnichannel, AI, WFM, analytics) with predictable monthly costs and minimal IT requirements.
