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Modernizing Contact Center and Unified Communications for a Financial Services Organization

Client Overview

  • Industry: Financial Services
  • Organization Size: 600 users
  • Project Scope: CCaas, UCaas
  • Industry: Financial Services
  • Organization Size: 600 users
  • Project Scope: CCaas, UCaas
  • Stakeholders: Director of Customer Experience, VP of IT

The Challenge

A financial services organization operating a legacy, on-premise telephony platform required expertise with cloud communications and contact center technologies. Leadership needed to modernize both customer engagement and internal communications while navigating regulatory requirements, integration complexity, vendor risk, and long-term cost exposure.

The organization required a platform strategy that would support growth, introduce additional digital channels including chat and SMS, leverage new AI productivity technologies, integrate with Salesforce, and deliver measurable ROI, without disrupting operations or exposing the business to compliance or commercial risk.

Norstar’s Advisory Role

Norstar served as the independent advisory partner across both Contact Center and Unified Communications initiatives, providing structured guidance from requirements through execution.

Key advisory contributions included:

  • Identified, developed, and documented more than 200 core business, technical, and regulatory requirements
  • Evaluation and validation of multiple cloud-based Contact Center and Unified Communications architectures
  • Salesforce integration strategy and provider validation
  • Regulatory and compliance requirement review with client’s preferred provider
  • Budget development and multi-year ROI analysis
  • Development of a Microsoft Teams integration strategy for contact center users
  • Introduction and implementation of advanced capabilities including AI-assisted agent support and AI-driven Quality Management
  • Commercial and financial negotiations to reduce application and licensing costs
  • Contract (MSA) review to secure favorable terms and reduce long-term risk
  • Executive-level engagement with the provider to ensure on-time, on-budget delivery

The Outcome

  • Successful migration from a legacy on-premise platform to a modern cloud Contact Center and Unified Communications environment
  • Improved scalability, integration, and operational flexibility
  • Adoption of AI technologies to enhance agent performance and quality oversight
  • $400,000 in cost savings realized over the first three years
  • Technology decisions aligned to long-term performance, compliance, and financial objectives

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