Flagship Partnership · Award Finalist 2026
A 15-Year, $60M+ Partnership Reinventing Mission-Critical B2B Telecom CX
What began as a contact-center contract evolved into an embedded operating capability spanning deep-network operations — recognized as a US Customer Experience Awards 2026 finalist for Best B2B CX.
$51M+ in annual client value · ‘Overall Top Partner’ 2024
$51M+
Annual client value
76
Live programs
150%
ORS peak attainment
The Challenge
- ▸Mission-critical interactions touched regulation, revenue assurance, and operational continuity at every turn.
- ▸A prior BPO failed mid-COVID, putting broadband and SD-WAN delivery at risk.
- ▸The client needed one operating model — not a patchwork of seat contracts — across nine sites and four continents.
The Sequential Tech Solution
- ▸Embedded experts onsite with network-engineering teams (ADTRAN, Cisco, Juniper) rather than running an arm’s-length transition.
- ▸Built a four-tier blended-shore architecture matched to each workstream by CX requirement first, cost second.
- ▸Deployed a proprietary AI stack — AI-QMS scoring 100% of interactions and Accent Harmonizer — under CPNI / PCI-DSS / FCC / TCPA governance.
The Results
- ▸$27M+ verified hard-dollar savings plus $24.5M shore-mix value — $51M+ total annual client value.
- ▸ORS attainment up to 150% (public-sector peak); AHT from 4 to under 3 minutes.
- ▸Named ‘Overall Top Partner’ 2024 against the world’s largest CX providers; two acquisitions completed at the client’s direction.
“The strongest B2B partnerships aren’t managed at arm’s length — they’re embedded inside the client’s operational stack. Fifteen years in, we share the SLAs, the compliance, and the accountability end to end.”
Andrew Wilmott | President, Sequential Tech