Kyle Werhand, a technology advisor at C3, worked with a Fortune 500 financial institution that was struggling with a legacy contact center solution. The existing system provided less than 10% visibility into customer service and sales interactions. It required three full-time employees just to manually listen to calls and validate transcriptions, an extremely time-consuming process that delivered only a limited view of what was actually happening in the contact center. Without comprehensive data, the organization lacked the insight needed to make informed decisions that could improve efficiency and customer experience.
As with most C3 projects, Kyle began with the vendor shortlisting process, which is always grounded in the client’s core requirements and long-term vision. He explains, “It is not our job to make the decision on what supplier they should be working with, but it is our responsibility to provide them with all of the relevant perspective they need to have clarity into what that best supplier solution is for them.” This approach reflects C3’s commitment to being a 100% agnostic consulting company, focused on delivering value without bias.
The selected contact center solution transformed how the organization operates. Today, they are recording and accurately scoring 100% of their interactions. The tool not only tracks performance but also provides a much deeper layer of insight, revealing how customers prefer to communicate, what channels they use, what they’re saying, and how they feel about the company’s products and services. This level of transparency has allowed the institution to make smarter decisions, improve operational efficiency, and increase revenue through better alignment with customer needs.
Kyle’s biggest takeaway from the project was that everything starts with data. “If you don’t know what is currently happening with your customer and prospect interactions, how do you know how to effectively make change for them?” he says. Even when an enterprise client approaches C3 with the goal of finding a new contact center platform, the process often begins elsewhere. Gathering accurate, holistic data is essential before C3 will make any recommendations. That foundation of insight is what enables forward-thinking strategies around AI, automation, and digital self-service, helping clients evolve in a way that’s tailored to their unique environment and goals.
