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Case Studies / Contact Center Management

Contact Center Roadmap Identifies Clear Investment Priorities for Large Federal Agency

Government Industry


  • A large federal government agency sought to evaluate their base capabilities and estimate the cost and effort required to transform their contact center to support a new service offering and a new mission.


  • Demonstrated the organization’s capabilities and methods versus best practices
  • Identified key areas for improvement and execution roadmap, including workforce management, CTI, and reporting
  • Collaborated with teams to develop high-level cost estimates of required investments
  • Developed a financial model that describes the ongoing recurring costs for long-term support of the new service offering
  • Developed a playbook to build out support for 7×24 operations and a second support site for load-balancing and disaster recovery

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