Cloud Contact Center Platform Selection for a $1B Health Insurance Organization
$1 billion U.S. benefits and health insurance organization · Multi-channel contact center · CRM platform integration
The Challenge
The organization had selected a new Customer Relationship Management (CRM) platform to improve the experience for both agents and customers. However, they faced a critical next step: choosing the right multi-channel cloud contact center platform to integrate with their new CRM.
Without the right market expertise or internal resources dedicated to vendor evaluation, they needed to move quickly — but couldn't afford to choose the wrong platform. The decision had to balance capabilities, cost, cultural fit, and long-term scalability across their contact center operations.
Our Approach
Blue Orbit designed and led a structured platform selection process:
Strategic alignment — We facilitated discussions with key stakeholders to define priorities, must-have capabilities, and evaluation criteria for a multi-channel cloud contact center solution.
Custom RFP development — We built a tailored RFP focused on costs, capabilities, support, implementation requirements, and CRM integration — giving the organization clear, comparable data from each vendor.
Decision framework — We created a scoring matrix that simplified vendor comparison, emphasizing the attributes that mattered most to the organization's operations and long-term goals.
Financial and technical analysis — We documented detailed recommendations backed by financial modeling and technical evaluation to support confident decision-making.
The Results
8 weeks — From kickoff to final vendor recommendation, the full evaluation process was completed in 8 weeks, enabling the core team and extended stakeholders to align on a solution tailored to their organization.
Vendor-ready RFP — A comprehensive RFP with evaluation process, market analysis, and detailed response framework that gave the organization full control over the selection process.
6-month implementation roadmap — A forward-looking framework covering platform design, CRM integration planning, and phased deployment — giving the organization a clear path from selection to go-live.
Facing a Similar Platform Decision?
Choosing the right contact center platform is one of the highest-impact decisions in CX operations. We help you cut through vendor noise and make confident, data-driven selections.