Overview
Challenge: Navigating a complex contact center transformation
Win: $25K+ MRR deal with SuccessKPI
Duration: 16 months
Customer: Top 10 National Healthcare Provider
Customer Point of Contact: Senior Director of Global Infrastructure
Support: AVANT Sales Engineering
In the fall of 2023, a Trusted Advisor business came to AVANT with a customer they had recently begun working with. The Trusted Advisor was a small company made up of a father and son, yet they were already experiencing great success in the channel, especially when leveraging AVANT support. Knowing the tools and subject matter expertise they could gain from AVANT, they knew bringing this opportunity to our Sales Engineers was a no brainer.
The customer, a healthcare organization ranking in the top 10 of national providers, had a contact center team of over 19,000 agents and a fragmented on-prem and cloud vendor portfolio. The challenge they brought to AVANT?
The customer was facing the daunting task of migrating their mixture of on-premises and cloud contact solutions to a streamlined, modern CCaaS (Contact Center as a Service) platform.
They sought more than just a tech upgrade—they needed:
- Platform consolidation
- Reduced operational spend
- AI-driven enhancements for both agents and customers
- Guardrails for responsible GenAI usage
The customer POC was adamant in not just identifying a solution for present-day needs but outlining a plan that would future-proof the organization and create a structure that makes life easier for both the agents and the organization’s customers. As these deal drivers became clear, the Trusted Advisor recognized that bringing an AVANT Sales Engineer in would have several benefits: providing answers to complex questions outside of the TA’s scope of knowledge, identifying options beyond a more traditional ‘one vendor, one solution’ choice, and outlining a proven strategy for future steps that would shore the customer’s organization against new needs.
Enter the Sales Engineer: Technical Vision, Strategic Impact
Dave Watson, Sales Engineer at AVANT, stepped in at a pivotal moment. He worked closely with the Trusted Advisor over the course of three strategic planning sessions and five in-depth technical meetings to help the customer’s leadership and technical teams unpack their current challenges, identify priorities, and propose tailored solutions.
From API discussions around LLM integration to sensitive conversations around AI and healthcare compliance, Dave’s deep technical understanding and consultative approach helped the customer align their business goals with the right technology investments.
“Based on what we were hearing from the customer, we knew the first priority was to support them in building a bridge to get from where they were to where they wanted to go. Dave stepped in to help develop and present a strategic plan that we shared with them, plus guidance on top of CCaaS solutions to give them the strongest bridge possible,” the Trusted Advisor noted.
Strategic Pivots to a Real Solution
As the conversations evolved, Dave helped redirect focus from going all-in on one solution to building out a phased transition supported by several “overlay” solutions that would provide continuity and flexibility across hybrid environments.
Key Recommendations Included:
- SuccessKPI for unified reporting across all platforms
- Alvaria for consistent workforce management
- ai as a single AI layer across channels
The impact? The healthcare provider decided to use several targeted solutions to get exactly what they were looking for, all threaded together by Cisco Contact Center for continuity. Ultimately, the customer signed a fast-growing deal with SuccessKPI that has expanded significantly over time–a big win for them, as well as the Trusted Advisor and the vendor.
What Made the Difference?
“This was a conversation outside the Trusted Advisors’ core knowledge base. They continued to steer the ship, but they also had the foresight to bring in more technical expertise from AVANT that helped chart the right path for the customer,” Dave shared. “We figured out quickly that it wasn’t a CCaaS sale—it was a migration strategy conversation. That’s where SEs thrive.”
By providing clarity amid complexity, Dave helped identify and drive a solution path that prioritized real business value over buzzwords.
Results at a Glance
- Unified Reporting implemented across legacy and cloud platforms
- MRR growth through scaled product adoption post-deployment
- Strategic clarity during a major migration effort
- Trusted partnership that evolved into a multi-SOW opportunity
How can other Trusted Advisors replicate the success of this deal?
This case proves the unmatched value of bringing an SE into the room early—especially in complex, high-stakes enterprise deals. SEs aren’t just technical resources. They’re strategic navigators, bridging vision with action.
Interested in leveraging AVANT Sales Engineers? Let us know and we’ll walk you through the next best steps.