Transformation Story · Technology / CCaaS
Enterprise CCaaS — Building a Consulting Capability for 13 Customers
How capability incubation, team design and service governance can become transformation work in their own right.
Case Study at a Glance
The transformation in under a minute.
Business problem
A consulting capability was needed to support multiple enterprise CCaaS transformations at scale.
What was done
Incubated and led a 30-member consulting team supporting 13 enterprise customers, with delivery operating-model and governance responsibilities.
Outcome / evidence
13 enterprise customers supported; associated with ~$12.5M GCP consumption and ~$3M support packages.
30Consultants
13Enterprise customers
~$15.5MGCP consumption + support packages
CCaaSCapability BuildingConsulting OperationsTeam ScalingService Governance
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