Trusted Advisors & Engineers
Modernize Your Contact Center with Expert Guidance
CBA Solutions provides the technical expertise and industry knowledge to future-proof your operations.
Scale with confidence
CBA Solutions is your trusted partner to wisely navigate this evolving landscape. New products are flooding the marketplace, and you need a trusted advisor with deep expertise, industry knowledge, and connections. We build AI technology strategies that work.
Uncover Inefficiencies with Expert Audits
We perform deep-dive assessments into existing tech stacks and workflows to identify gaps, redundancies, and opportunities. Our audits reveal what’s holding you back—and where transformation drives measurable results.
Implement AI-Driven CX Platforms
We recommend and deploy leading AI contact center platforms that boost productivity, reduce costs, and improve customer satisfaction. From routing to analytics, automation is designed to scale across your portfolio.
Standardize for Scalable Growth
We create unified, best-in-class contact center models that corporations can roll out across multiple regions or business units. Centralized tools and playbooks ensure consistency, efficiency, and rapid time-to-value for each investment.
Benefits
Unlock the Power of a Modern Contact Center
Why Modernize Your Contact Center?
In today’s fast-paced business environment, your contact center is more than just a place for handling calls – it’s a vital hub for customer interaction, brand reputation, and operational efficiency. Modernizing your contact center is essential to stay ahead of the competition and meet the growing demands of today’s customers.
Here are the key benefits of upgrading your contact center:
- Enhanced Customer Experience: Provide seamless, omni-channel support to your customers across voice, email, chat, and social media, ensuring consistent communication no matter the platform.
- Increased Efficiency: Streamline operations with integrated solutions, reducing downtime and improving response times. With AI-powered automation, routine tasks can be handled efficiently, allowing agents to focus on more complex issues.
- Cost Savings: Transition to cloud-based solutions and reduce infrastructure and maintenance costs. Modern systems allow for greater scalability, meaning you only pay for what you need.
- Future-Proof Technology: With our guidance, you’ll integrate the latest AI and automation tools, enabling smarter workflows, predictive analytics, and real-time decision-making.
SMART SOLUTIONS
Personalized Support with Global Reach
“CBA Solutions has been a great find. We’ve been working with them for over five years, and we trust them 100%. They always ask the right questions so we can make the right decisions for our company. Most importantly, the customer service is exceptional.”
WHY CHOOSE US?
The CBA Solutions Advantage
For over 15 years, CBA Solutions has been a trusted advisor in the contact center industry. We have built strong, long-term relationships with top-tier suppliers, as well as being channel partners with access to 100’s of up-and-coming technology companies. This allows us to provide unbiased, vendor-agnostic recommendations to help you choose the right contact center solutions for your business.
Why CBA Solutions is the Right Choice for You:
We’re more than consultants; we’re your long-term partners in success. Our customer-centric approach means your success is our priority. We provide personalized guidance and support every step of the way.
Vendor Relationships
With established partnerships with top-tier vendors, we have the flexibility to recommend the best solutions tailored to your specific needs.
End-to-End Support
We don’t just help you select the right technology – we provide end-to-end support, guiding you through implementation, training, and ongoing optimization.
Commitment to Ethical Standards
Integrity is at the core of everything we do. We ensure that our recommendations are transparent, and we prioritize the long-term success of our clients over short-term gains.
CBA Solutions Provides Support at Every Step
01
Needs Assessment
02
Supplier Vetting
03
Pricing Negotiations
04
Implementation Oversight
We Partner with Top-Tier Suppliers
CBA Solutions is the trusted partner for businesses seeking to transform their contact centers. We don’t just recommend vendors; we provide end-to-end support, hand-holding you through every step of modernization to unlock enhanced efficiency, superior customer experiences, and a future-ready operation.
Top 10 Ways to Modernize Your Call Center for Optimal Customer Experience
Modern call centers can’t win on labor alone anymore. The leaders who outperform are using AI, data, and platform consolidation to drive automation, lower cost-per-resolution, and deliver faster, more consistent outcomes. These are the 10 modernization moves that create the biggest, fastest gains — without ripping out everything you have today.
AI Voice Agents for High-Intent Tasks
Use AI Voice Agents to handle scheduling, status, and repetitive inquiries — reducing volume load on human agents.
Platform Consolidation for Efficiency
Unify telephony, contact center, WFM (work force management), QA and (quality assurance) reporting tools — eliminate fragmentation and lower operating cost.
Intelligent Call Routing with AI
Route customers based on intent — not menus — to improve accuracy, reduce transfers, and increase first-contact resolution.
100% QA with AI Transcript Scoring
Move beyond random QA sampling — use AI to analyze every conversation and improve agent performance faster.
Prioritize Calls Based on Business Value
Stop FIFO (first in, first out). Use AI to prioritize calls based on customer profile, revenue potential, or urgency for stronger outcomes.
Standardize Internal Transfer Mapping
Create one unified transfer model across the entire organization — eliminate internal confusion and wasted labor.
Real-Time Capacity Visibility
Use AI dashboards to track call volume, demand spikes, and staffing needs in real time — not weekly after the damage is done.
Trigger-Based Root Cause Analysis
Use AI to detect patterns, identify failures, and create automated playbooks that prevent repeat issues.
Single Pane of Glass Agent Desktop
Reduce screen switching and tool hopping — increase agent productivity with one unified desktop experience.
Measure Cost Per Resolved Call
Track the ultimate KPI — cost per resolution — and optimize every modernization initiative around lowering it.
Customer Reviews
Testimonials
Fortune 1000 Technology Client
IT Director
Brandon brings expert engineering knowledge and business sense to every client engagement. He is adept at both evaluating and implementing advanced telephony systems.
He can distill complex technical areas into understandable, actionable tasks. He is versatile and can implement the tasks himself or support a team that performs them.
Some of our Clients
