Contact Center

CXaaS is So Much More than a License

December 3, 2021

The October 26th Telarus Tuesday Call welcomed Scott Forbush, Senior Vice President, Global Sales, PPT Solutions. On this call PPT Solutions discussed their full contact center and BPO practice.  From paid consulting engagements, CCaaS/BPO vendor selection, implementation, and managed services. The entire recording is available here.

About PPT Solutions

Empowering companies with transformational people, process, and technology solutions deliver exceptional contact center performance, incredible customer experiences, and profitable results.

Tackling today’s business challenges requires a new mindset. As new technologies emerge and consumer trends evolve, the complex modern-day marketplace demands an intimate understanding of best-in-class operational practices and a keen eye for developing efficient, simple, and consistently exemplary customer experiences.

CXaaS is So Much More than a License

Most focus today is placed on selling CCaaS and UCaaS licenses to clients. Many of these same clients are also likely to need other CXaaS capabilities that will drive significant additional revenue opportunities.

The CXaaS Cycle:

Opportunities are in the Table

PPT Solutions offer deeper value for clients and incremental revenue opportunities by looking beyond UCaaS and CCaaS. There are revenue opportunities with:

  • CRM Consulting
  • Customer Journey Consulting
  • Operations Consulting
  • BPO

Building Blocks for BPO Math

  • Hourly Rate – Varies based on region and focus
  • Utilization – Number of hours worked per month by resource
  • MRR per seat – $30/hour x 125 hours = $3,750 MRR

Walking through a CXaaS Deal

  • Standard CCaaS Deal – 100 Seats
    • Deal MRR = $10,000
    • Commission = $1,600
    • Split = 50/50
  • Consulting Rapid Assessment – 100 Seats
    • Deal OTC = $25,000
    • Commission = $2,500
  • BPO – 50 Seats
    • Deal Size: $187,500
    • Partner Commission: $4,690
  • Upsells
    • Organic Growth to Seat Count
    • Alternate Revenue Streams
      • WFO
      • Other Tech
      • All
    • Total Monthly Commission – $5,490

For more detailed information discussed in the call, please watch the recording on YouTube! The entire recording is available here.

To learn more about PPT Solutions, visit