Customer Experience (CX)
Contact Center & Customer Experience Outcomes
Black Pearl Advisors helps you modernize contact centers and customer experience so your customers get faster answers, your agents stay productive, and your technology spend actually supports growth—not just more licenses.
Why Your Current CX Isn’t Working
Most organizations know their customer experience is not where it should be—but struggle to pinpoint why. Customers wait too long, agents juggle too many tools, and leadership cannot see what is really happening in the contact center. Meanwhile, cloud and telecom bills keep rising with little proof of improved CX. BLK‑PRL helps you untangle this mess by starting with the business outcomes you need, then back into the right CCaaS and CX architecture, providers, and contracts.
Business Outcomes You Can Expect
- Shorter time to answer and resolve customer issues without adding headcount.
- Higher customer satisfaction and NPS because customers can reach you on the channel they prefer.
- Reduced call abandonment and fewer repeat contacts as issues are handled right the first time.
- Lower total cost of ownership across contact center, telephony, and messaging platforms.
- Better visibility for leaders with real‑time and historical reporting that actually guides decisions.
- More resilient CX operations with built‑in redundancy and clearer SLAs from providers.
What You Get With Black Pearl Advisors
Instead of dropping a generic CCaaS platform into your environment, Black Pearl acts as your long‑term CX advisor and broker. You get strategy, vendor expertise, and project support in one place.
- End‑to‑end CX and contact center assessment: current platforms, call flows, queues, SLAs, reporting, and customer journeys.
- Architecture and design for CCaaS, telephony, and digital channels (voice, chat, SMS, MMS, RCS, email, messaging, social).
- Vendor evaluation and selection across leading CCaaS, voice, and messaging providers—comparing cost, features, and fit.
- Contract review and negotiation to improve commercial terms, SLAs, and flexibility for future changes.
- Implementation oversight and cutover support so your teams are trained, customers are informed, and go‑live feels controlled—not chaotic.
- Ongoing optimization: regular reviews of metrics, routing, and channels to ensure CX keeps up with your business.
CX Outcomes We’ve Delivered
case study
Professional Services Contact Center
Fewer Missed Calls, Happier Clients
Problem: A 120‑seat professional services contact center struggled with long hold times during peak season and inconsistent client experience across offices. Legacy PBX and siloed call queues made it hard to balance agent load and measure performance.
Solution: Black Pearl led a CCaaS selection process, redesigned queues and skills, and integrated the platform with the firm’s CRM. We also rationalized numbers and routing across locations.
Outcome: Average speed of answer dropped below 30 seconds, call abandonment fell by 40%, and client satisfaction scores in post‑call surveys improved within the first quarter after go‑live.
case study
E‑commerce & Retail with Rich Communication Services (RCS)
RCS Messaging Turned Abandoned Carts into Conversations
Problem: A Well known e‑commerce and retail brand relied heavily on email and SMS for order updates and promotions, but customers were not engaging and support lines were overwhelmed with ‘where is my order?’ calls.
Solution: Black Pearl helped the client launch a modern CCaaS platform integrated with Rich Communication Services (RCS) messaging and live chat. Customers could receive rich, interactive order notifications, confirm deliveries, and start two‑way conversations from their native messaging app, with seamless escalation to agents in the contact center.
Outcome: Inbound voice calls about order status dropped by 35%, RCS campaigns saw significantly higher engagement than legacy SMS, and the brand converted more abandoned carts by turning static notifications into guided, conversational experiences.
case study
Healthcare Contact Center Modernization
Smarter Routing, Better Patient Experience
Problem: A multi‑clinic healthcare group had a fragmented call experience: separate numbers per clinic, uneven wait times, and no consolidated reporting. Patients were frustrated by long waits and frequent transfers.
Solution: Black Pearl designed a centralized, cloud‑based contact center with intelligent routing based on clinic, language, and urgency. We integrated the platform with the existing scheduling system and built clear reporting for clinic and CX leaders. We also found a SIP provider to for voice services (Bring Your Own carrier) “BYOC” to the CCaaS solution.
Outcome: First‑call resolution improved, patient complaints about phone access decreased, and leadership finally had a single view into call volumes, wait times, and staffing needs across the network. Reduction of voice usage spend by 30%
Detailed Case Studies
Professional Services Firm: Contact Center for High‑Value Clients
Client Profile: Mid‑size professional services firm with 120 agents across multiple U.S. offices, supporting high‑value B2B clients.
Challenges:
Long hold times during peak periods and tax season. Inconsistent client experience across locations with separate phone systems. Limited reporting: leadership could not see true performance or staffing needs. Rising costs to maintain aging PBX gear and disparate call center tools.
Engagement & solution:
BLK‑PRL started with workshops to map client journeys and identify the most painful interaction types.
The team:
Performed a current‑state assessment of voice, contact center, and CRM usage.
Documented requirements for routing, reporting, integrations, and compliance.
Documented current voice usage & phone numbers (DID’s)& toll-free number inventory.
Ran a competitive evaluation of several CCaaS providers focused on features, uptime, pricing, and roadmap.
Recommended a cloud contact center platform with skills‑based routing, call recording, and tight CRM integration.
Designed new queues, hours of operations, and escalation paths to match business priorities.
Supported contract negotiation, implementation planning, and agent training.
Results:
Within the first few months after cutover:
Average speed of answer fell below 30 seconds for key queues.
Call abandonment decreased by 40%, especially during traditional peak periods.
Agents had a unified interface with CRM pop‑ups, reducing handle times and improving quality.
Management gained real‑time dashboards and historical reports that informed staffing and coaching.
The firm repositioned its service desk as a differentiator for top clients instead of a recurring complaint.
E‑commerce & Retail: Rich Communication Services as a CX Engine
Client profile:
Rapidly growing e‑commerce and retail brand selling direct‑to‑consumer in the U.S., with a mix of online orders and in‑store pickup.
Challenges:
High volume of inbound calls asking about order status, delivery, and returns.
Low engagement with traditional email and basic SMS notifications.
Limited ability to continue conversations across channels; customers had to start over when they called.
Desire to increase conversion and reduce abandoned carts without heavy discounting.
Engagement & solution:
BLK‑PRL worked with the client’s CX, marketing, and IT teams to redesign the digital communication strategy:
Assessed existing SMS and email programs, contact center tools, and order management system.
Selected a CCaaS platform capable of supporting rich digital channels and integrating with the client’s commerce and OMS stack.
Implemented Rich Communication Services (RCS) messaging for Android users to provide branded, interactive messages for order confirmation, shipping updates, and promotions.
Built flows where customers could tap quick‑reply buttons to update delivery preferences, ask questions, or escalate to live chat and then voice agents when needed.
Unified customer history so agents could see the full thread of RCS, chat, and call interactions in one place.
Results:
After rollout and tuning:
Inbound voice calls about “where is my order?” dropped by roughly a third as customers engaged more with rich, self‑service updates.
RCS campaigns produced significantly higher read and interaction rates compared to legacy SMS.
Customers who interacted via RCS were more likely to complete abandoned orders when nudged with contextual, conversational prompts.
The brand improved both CX metrics and revenue without simply increasing ad spend.
Healthcare Group: Centralized Access and Patient Experience
Client profile:
Regional healthcare group with multiple clinics and specialties, serving patients across a large metro area.
Challenges:
Separate numbers and phone systems per clinic led to inconsistent access and variable wait times.
Patients experienced long holds, transfers between clinics, and confusion about where to call.
No consolidated view of call volume, patterns, or service levels.
Leadership needed to improve access and patient experience without dramatically increasing staffing.
Engagement & solution:
Black Pearl partnered with operations, IT, and clinical leadership to redesign patient access:
Conducted discovery sessions with staff from clinics, call center teams, and scheduling.
Mapped inbound call flows for appointments, test results, refills, and clinical advice.
Recommended a centralized, cloud‑based CCaaS platform with intelligent routing by clinic, language, and reason for call.
Integrated the CCaaS solution with the existing scheduling system to streamline appointment management.
Ran a competitive evaluation of several BYOC providers and focus voice network uptime and redundancy, ease of move ad changes through a self-service or customer support, price.
Implemented standard greetings with language translation, self‑service options with Agentic AI and omni-channel, and warm transfer paths to clinics.
Set up dashboards and reports for overall call performance, per‑clinic metrics, and staffing optimization.
Results:
Post‑implementation, the healthcare group:
Reduced the number of transfers and call‑backs patients experienced for common requests.
Improved first‑call resolution for appointments and basic questions.
Lowered average wait times in key queues during peak hours.
Enabled leadership to see where demand was spiking and adjust staffing or workflows accordingly.
Patients reported a smoother experience accessing care, while clinics gained a clearer understanding of demand and performance.
