Three Flagship Solutions
Integral helps organizations understand their current CX environment, launch practical improvements, and extend value through connected automation. Our flagship solutions can stand alone or work together depending on readiness, priorities, and the scope of change.
From clarity to execution
Some organizations need a clearer modernization path before making bigger decisions. Others are ready to launch orchestrated CX improvements or extend value across disconnected systems and workflows. These three solutions are designed to meet those different starting points without forcing a one-size-fits-all engagement.
Understand
CX Modernization Blueprint
Clarify current state, dependencies, and risks to define a practical modernization roadmap.
Launch
CX Orchestration
Launch orchestrated CX solutions using consulting, AI, workflow design, and integration foundations.
Extend
Connected CX Automation
Extend CX value by connecting third-party systems and automating cross-platform workflows.
UNDERSTAND
CX Modernization Blueprint
A structured discovery and assessment engagement that helps teams understand their environment, surface dependencies, and define a practical modernization path before larger CX changes begin.
Business use case
Many organizations know change is coming, but they do not yet have enough clarity to move forward confidently. Different stakeholders see the environment differently, dependencies remain unclear, and modernization conversations stall because there is no shared baseline.
Recommended response
Start with structured discovery that brings business, operational, and technical realities into one picture. Use that baseline to identify risks, align stakeholders, and define the right next sequence for modernization, orchestration, automation, or targeted follow-on work.
Expected outcome
A clearer understanding of the current state, better visibility into dependencies and risks, stronger stakeholder alignment, and a practical modernization roadmap that supports safer next-step decisions.
What’s included
- Current-state contact center discovery
- Workflow and operational baseline assessment
- Dependency and integration mapping
- Reporting and data-flow review
- Business and operating model assessment
- Stakeholder alignment and decision support
- Modernization roadmap and next-step recommendations
Best fit when: a customer knows change is coming but does not yet have enough clarity to choose the right path, align stakeholders, or sequence next steps confidently.
Add-on note: specialist resource support can remain visible as a supporting capability, but it is better treated as an add-on than as a core inclusion in this solution.
LAUNCH
CX Orchestration
A launch-focused solution that combines consulting, workflow design, AI enablement, and integration preparation into a more execution-ready path.
Business use case
A customer may already know something is broken, or may have discovery work underway, but still need an execution-ready plan and the right combination of AI, workflow, and integration decisions to move forward.
Recommended response
Use a structured start: confirm fit, determine the right entry path, define a scoped plan, and then launch the most relevant workstreams. This allows modernization, AI-enabled solution design, workflow design, and integration preparation to move forward in a disciplined way.
Expected outcome
A more concrete execution path, clearer in/out boundaries, stronger launch readiness, and a practical way to move from planning into orchestrated CX delivery.
What’s included
- Strategic plan sprint to define an execution-ready starting point
- Discovery and roadmap refinement for CX priorities
- AI-enabled customer interaction launch
- Agent assist and performance analytics enablement
- Workflow and experience design for orchestrated journeys
- Integration foundation planning for connected delivery
- Scoped execution planning with clear assumptions and boundaries
Best fit when: a customer is ready to move beyond planning and wants a delivery-safe way to launch AI, workflow, and orchestration improvements without inventing scope from scratch.
Add-on note: omnichannel orchestration, deeper conversational flow design, and platform-specific extensions can sit as add-ons when needed.
EXTEND
Connected CX Automation
A connected automation solution that links systems, enables cross-platform workflow handoffs, and extends CX value beyond a single platform or team.
Business use case
Many teams already have useful systems in place, but value is lost when those systems remain disconnected, manual, and hard to scale. Useful CX improvement often depends on connecting tools, teams, and workflows that were never designed to work together smoothly.
Recommended response
Identify the workflows and operational pain points best suited for automation, define how platforms should connect, and enable the triggers, write-backs, synchronization, and cross-system handoffs that turn disconnected processes into usable business outcomes.
Expected outcome
Better continuity across customer-facing systems and teams, less manual service friction, more coordinated workflow automation, and a stronger path to scale practical CX improvements beyond a single platform.
What’s included
- Workflow and use-case discovery
- Third-party integration design
- Cross-platform workflow automation planning
- Write-backs, synchronization, and handoff enablement
- Practical orchestration across connected systems
- Implementation support and phased rollout planning
- Expansion planning for future automation use cases
Best fit when: a customer wants practical CX improvement by connecting systems and automating real workflows, even if a full platform transformation is not immediate.
Add-on note: a fuller iPaaS or integration-engine build can be shown as an add-on or deeper implementation layer where the opportunity requires it.
Additional Service Capabilities
Some services are better treated as targeted capabilities or add-ons rather than core inclusions inside the three flagship solutions. These remain part of the broader service architecture and can be brought into the right opportunity as needed.
Optimization and journey improvement
- Customer journey optimization
- Actionable dashboards and reporting
- IVR optimization and callback improvement
- Low-code and conversational flow design
- Omnichannel orchestration
Platform, integration, and specialist support
- AI hybrid extension
- Third-party system bridge / integration engine
- Avaya cloud migration roadmap
- Security, fraud, and identity assurance
- Smart logging and observability
- Expert resource augmentation
Start with the right solution — or the right starting point
Some opportunities are ready for execution. Others need clearer discovery, stronger alignment, or a more practical roadmap before broader change begins. We can help identify the right entry point and shape the next step around your actual environment, priorities, and constraints.
Need a more targeted answer first? Use Ask Integral AI in the footer to explore solutions, partner fit, and service capabilities before scheduling a discussion.