Cloud Contact Center — Billing & Commercial Deep Dive

A pan-European cloud contact center platform was to be rolled out in several countries and commercially re-evaluated. The billing structure for storage, telephony carrier charges and country-specific modules was opaque; it was unclear whether the provider was delivering at the agreed conditions and which levers for savings existed.

Detailed analysis of the service and billing structure, breakdown of carrier costs per country, comparison of contract conditions with market references, identification of superfluous modules and renegotiation points. Preparation of a solid decision template for management.

Annual savings potential in the mid six-figure euro range identified; transparent presentation of total costs in the low single-digit million range p.a.; clear negotiating position vis-à-vis the provider.