Financial Services
Technology, Analytics, & Omnichannel Enablement
A Fortune 300 investment firm was operating on an aging, on-premises contact center platform that limited agility and increased cost exposure.
The Challenge
The organization faced:
Rising infrastructure and maintenance costs
Limited ability to scale without significant capital investment
Fragmented digital and voice experiences
Vendor complexity tied to an end-of-life platform
Difficulty deploying automation and self-service capabilities
Leadership recognized the need to transition to a modern Contact Center as a Service platform, but required a clear strategy to protect business continuity, preserve critical capabilities, and deliver measurable value.
The Strategy
Rather than pursue a simple lift and shift migration, the organization partnered with Northridge to define a business-led transformation roadmap.
The objective extended beyond cloud migration. The focus was to:
Optimize cost through ecosystem simplification
Enable service automation and intelligent routing
Integrate digital and voice channels into a cohesive experience
Modernize governance and performance measurement
Accelerate time to capability deployment
The Execution
Northridge partnered closely with technology, operations, and leadership teams to translate strategy into a structured, phased migration plan that protected business continuity and minimized disruption.
Key activities included:
Assessed current state technology, workflows, routing logic, and vendor dependencies
Defined future state CCaaS capability requirements aligned to business goals
Prioritized automation, omni-channel enhancements, and self-service expansion
Designed a phased implementation roadmap to minimize disruption
Identified governance, change management, and KPI requirements
Facilitated cross-functional workshops to align stakeholders
Preserved high-value capabilities while eliminating redundant systems
The Impact
The implementation roadmap positioned the firm to:
Reduce infrastructure and technology costs through cloud adoption
Simplify the vendor landscape and remove end-of-life platform risk
Accelerate new capability deployment
Improve consistency across digital and voice channels
Scale operations without large capital investment
Strengthen governance and operational oversight
The migration established a foundation for scalable, modern service delivery while maintaining business stability throughout the transition.
experience + excellence
Modernizing Your Contact Center?
Cloud migration should deliver more than technical change. It should unlock operational efficiency, automation, and measurable performance improvement.
