Alrazi Bashir

Challenge

Enterprise customer needed production-grade voice infrastructure to support a new AI voice automation initiative. Legacy carrier could not meet latency, routing, or failover requirements.

Sales Motion

Led discovery across SIP architecture, PSTN routing, latency thresholds, failover topology, and carrier economics. Multithreaded engineering, IT, operations, and the economic buyer before engaging commercial leadership.

Outcome

Displaced the incumbent. Delivered a programmable telephony layer that enabled the AI deployment. Closed a three-year committed agreement.

Challenge

Mid-migration from legacy IVR and on-premise contact center to cloud CCaaS. No automated regression coverage for IVR or conversational AI flows. Production risk tied to regulatory exposure.

Sales Motion

Engaged QA and CX operations leadership to map the testing gap. Connected production risk to regulatory exposure in the insurance context. Built the commercial case with VP CX as the economic buyer.

Outcome

Closed a two-year assurance agreement timed to the migration go-live. Eliminated manual regression testing across IVR and conversational AI flows.

Challenge

Aging on-premise contact center with no digital channel capability and limited CRM integration. VP of Customer Operations needed a modernization path without a full rip-and-replace.

Sales Motion

Technical discovery covered CRM integrations, agent desktop requirements, digital channel roadmap, and carrier interconnect. Built a phased architecture with the engineering team that reduced risk and enabled a pilot approach.

Outcome

Deployed across 400 seats with CRM integration and digital channel enablement. Two-year agreement structured with a pilot that converted to full commitment at month four.