Our Tiered Engagement Model
We offer a structured, three-tiered engagement model designed to align with your specific project needs, complexity, and strategic business goals. This framework ensures you receive the right level of support and governance for every initiative.
Tier 1: Foundational Services
This package provides the essential tools and expertise necessary for core contact center transformations. It focuses on delivering fundamental services such as discovery, design, system integration, configuration, testing, deployment, and basic documentation. This tier is ideal for clients seeking specific, well-defined project implementations utilizing out-of-the-box functionality. The value add is the design and implementation of streamlined workflows and processes for specific solutions, enhancing efficiency and customer satisfaction.
Tier 2: Comprehensive Program Management
Building on all the features of Tier 1, this package offers additional strategic support and advanced engagement. This tier introduces dedicated Program Management and Client Success resources to ensure meticulous project oversight and exceptional client involvement. It includes comprehensive program management, ensuring projects align with overarching business goals and are managed through robust program governance.
Tier 3: Strategic Partnership & Advanced Support
This is our most comprehensive offering, combining all features of Tier 2 with advanced technical strategies and unparalleled client and partner relationships. This premium package provides dedicated program-level resources for enhanced care and management. It includes strategic advisory, advanced customization, and deep collaboration to deliver transformative solutions and drive business growth. The value add is a highly dedicated, strategic partnership for ensuring successful, transformative business outcomes.
Flexibility and Customization
While our three tiers provide a clear framework for engagement and governance, we understand that not every project fits a predefined box. Our model is built on flexibility: clients and partners can selectively integrate specialized services from our full catalog as add-ons to their chosen tier.
This flexibility ensures you only pay for the precise expertise you need. For example:
- A client is engaged in a Tier 2: Comprehensive Program Management project, which includes core design and implementation services. However, their unique business requirements dictate that they also need a specialized service from the Optional Add-on Services category, such as Advanced Solution Review or In-Depth Business Analysis.
- The client can easily add that specific expertise to their project, and it will be delivered with the enhanced Program Management and governance of the Tier 2 package.
Ready to see the services delivered under this model?
We build our solutions on a foundation of collaboration. Every service is delivered through a curated network of elite sales and technology partners, ensuring you receive the best possible solution and support.