How tkg empowered a telecom leader to achieve a seamless CCaaS transition

The brief. 

We were engaged by a leading telecommunications provider to assist with their Contact Centre-as-a-Service (CCaaS) procurement process. With internal restructuring and tight timelines, the client needed support in sourcing a new platform and ensuring a seamless transition from their legacy systems.

The client was looking to move away from their legacy voice platforms and implement a next-generation CCaaS solution integrated with Salesforce. With multiple IT projects running concurrently, key stakeholders were managing both strategic initiatives and day-to-day operations, creating a resource gap. As a result, the client required a procurement partner to provide CCaaS procurement expertise and support in contractual and commercial execution, all while adhering to a strict deadline to ensure the transition was completed on time.

Our services.

Within the programme, we were retained to:

• Provide CCaaS procurement support, collaborating with the client’s team to define project scope and objectives.
• Manage the procurement process, working closely with the client’s CCaaS project team to facilitate discovery sessions and supplier presentations.
• Coordinate with suppliers to deliver highly focused proposals, including tailored solutions and pricing models.
• Provide detailed feedback and recommendations following supplier demonstrations.
• Assist the client in selecting the preferred supplier.
• Facilitate the agreement execution by working closely with the client, the supplier, and the supplier’s preferred delivery partner. 

The outcomes.

The procurement process and contract negotiations were completed on schedule, enabling a smooth transition to the new platform. Our commercial insights helped the client secure favourable terms, balancing cost efficiency with flexibility.