A large global technology and manufacturing company needed to replace its legacy on-premises contact center platform with a fully managed cloud-based solution. The project was not merely a technology refresh. The existing environment had financial and operational pain points, and the client needed a new solution that could better support the business across functionality, integrations, reporting, and ongoing service delivery.

The challenge was made more complicated by the scale and visibility of the program. The contact center environment touched multiple stakeholder groups, required alignment across business and technical teams, and carried meaningful risk because of its impact on the client’s end-customer experience. The company needed a structured sourcing process, a clear evaluation framework, and implementation support that would carry through from requirements development to deployment.

TC2 worked closely with the client to understand the financial, operational, and technical issues within the legacy environment and to build the strategy for a successful RFP. We led development of the requirements for the new solution and managed services scope, including core feature needs, CRM integrations, reporting requirements, pricing structures, and the demand model by agent, location, and business unit.

Once the RFP was issued, TC2 led the review of supplier responses, identified gaps, developed the total cost of ownership model, and guided the evaluation process across pricing, terms, implementation approach, and stakeholder scoring. As the field of suppliers narrowed, we managed supplier feedback, facilitated capability and demo workshops, reviewed use cases and design assumptions, and coached finalists through additional negotiation rounds to improve pricing, reduce risk, and strengthen the overall solution.

After supplier selection, TC2 led contract negotiations and development of the managed services statement of work. We then continued to be engaged into the implementation phase of the project, where our support included acceptance testing, hypercare planning, agent training coordination, call flow and messaging updates, number porting management, billing validation, and transition activities for replaced services. Throughout the project, TC2 helped the client manage the practical realities of a global CCaaS deployment, including executive visibility, cross-functional coordination, country-specific porting limitations, BRIC-country design constraints, CRM integration complexity, and the training needs tied to a customer-facing rollout.