CX Enterprise Solutions Consulting.

An end-to-end consulting practice that integrates Telephony, Contact Center, and Omnichannel capabilities to transform the customer experience for enterprise organizations.

01 · Value proposition

Integrated platforms for a unified CX experience.

A single consulting practice for voice, digital channels, and the operations that sustain them — with committed KPIs and defined SLAs.

UCaaS Telephony

Zoom Phone as the core of unified enterprise communications with cloud PBX, mobility, and integrated collaboration.

Contact Center

Zoom Contact Center for AI-powered omnichannel interaction management with real-time supervision and analytics.

Omnichannel

WhatsApp Business, SMS, chat, and digital channels unified in a single C3ntro proprietary messaging platform.

Methodology

4 proven phases: Discovery, Design, Implementation, and continuous High Care with committed KPIs and defined SLAs.

02 · Methodology

4 phases for a successful CX transformation.

01

Assessment & Discovery

2–4 weeks40–80 consultant hrs
02

CX Solution Design

3–5 weeks60–100 consultant hrs
03

Implementation & Go-Live

6–16 weeks120–320 consultant hrs
04

High Care & Evolution

Ongoing20–60 hrs / month
03 · Phase detail

Activities and deliverables, phase by phase.

Phase 01

Assessment & Discovery

2–4 weeks · 40–80 consultant hrs

Key activities

  • Stakeholder interviews: CX, IT, Operations, Management
  • Current channel inventory (voice, digital, messaging)
  • Customer journey analysis and operational pain points
  • Review of existing infrastructure (PBX, CRM, integrations)
  • Benchmarking of current KPIs: FCR, AHT, CSAT, NPS
  • Regulatory compliance assessment (LFPDPPP, PCI)
  • Analysis of contact volumes and patterns by channel

Deliverables

  • As-Is Diagnostic (Current State Assessment)
  • Current customer journey map
  • CX Gap Analysis vs. best practices
  • Documented operational KPI baseline
  • Prioritized requirements matrix
  • Executive Readout for C-Level
Phase 02

CX Solution Design

3–5 weeks · 60–100 consultant hrs

Key activities

  • To-Be Customer Journey design (full omnichannel)
  • Solution architecture: Zoom CC + messaging
  • IVR, chatbot, and intelligent (skills-based) routing flow design
  • CRM / ticketing / ERP integration strategy
  • Escalation flow and real-time supervision design
  • Channel strategy: voice, WhatsApp, SMS, chat, email
  • SLA and target KPI definition (FCR, AHT, CSAT, TTR)
  • Migration / cutover plan with risk analysis

Deliverables

  • Technical architecture (HLD + LLD)
  • To-Be Customer Journey — all channels
  • Documented IVR / bot / routing flows
  • CRM integration runbook
  • Committed SLAs and KPIs matrix
  • Detailed project plan (Gantt)
  • Final approved commercial proposal
Phase 03

Implementation & Go-Live

6–16 weeks · 120–320 consultant hrs

Key activities

  • Zoom Phone / Zoom Contact Center provisioning
  • Queue, skills, and campaign configuration
  • Messaging platform integration (WhatsApp Business, SMS)
  • CRM connector / proprietary API development and integration
  • IVR / voicebot / chatbot configuration with handoff
  • UAT — User Acceptance Testing with the client
  • Supervisor and agent training (differentiated groups)
  • Controlled go-live + hypercare for the first 2 weeks
  • Technical handover and complete operational documentation

Deliverables

  • Configured and productive platform
  • Operational CRM / API integrations
  • Operations and administration manual
  • Training materials (agents and supervisors)
  • Signed UAT acceptance certificate
  • Go-Live report with initial metrics
Phase 04 · High Care

High Care & continuous evolution.

Premium support, optimization, and continuous improvement post go-live · 20–60 hrs / month.

Quarterly QBR

Quarterly Business Review: KPI analysis, platform evolution, and roadmap for the next quarter.

Proactive monitoring

Continuous platform supervision, alert management, and configuration adjustments based on operations.

CX optimization

Speech analytics analysis, quality monitoring, and improvement recommendations for flows and service delivery.

Continuous training

New agent onboarding, supervisor updates, and platform upgrade management.

Dedicated CSM

Customer Success Manager assigned with 4h critical / 8h urgent / 24h normal SLA.

Evolution roadmap

Semi-annual CX evolution plan: generative AI, self-service, channel expansion, and new features.

04 · Next steps

How to start an engagement?

01

Discovery Workshop

Free 2-hour initial session to map your needs and define the preliminary scope.

02

Personalized proposal

We deliver a formal proposal with scope, project plan, rates, and terms in ≤ 5 business days.

03

Project kick-off

Formal kick-off meeting with the C3ntro team and client stakeholders to align on methodology.

04

Phase 1 start

Immediate start of the assessment and discovery with our certified team.

Schedule your Discovery Workshop

Contact us → ← Back to Customer Experience