Exceptional CX Depends on an Unshakeable Tech Stack.
When your tech stack drives your customer experience, vendor bias and quota-driven sales shouldn't dictate your choices. VocalPoint sits on your side of the table to evaluate, architect, and optimize a digital infrastructure built for your CX goals.
Interactive Tool
CX & Contact Center Readiness Check
Two quick questions. See your customer-experience fixes first.
Where are your customers feeling the pain?
Why It Matters
The True Cost of a Compromised Tech Stack
Every dropped call, clunky handoff and manual workaround is a customer-satisfaction score you never get back. These are the numbers technology leaders are accountable for.
of customers abandon a brand they love after a single poor experience.
in global revenue is lost annually due to friction in customer service interactions.
of an agent’s day is spent actually helping customers—the rest is buried in inefficient tech.
Accountability
Who We Advise
Four roles carry the customer experience. Here is the one thing each of them can hold us to.
CIO / CTO
Less risk and less platform sprawl.
Contact Center Director
Better agent performance and service levels.
CMO
A consistent brand experience on every channel.
Technology Buyer
Fair comparisons and contract terms that protect you.
Our Expertise
Core Practice Areas
With a proven heritage in voice technology, VocalPoint delivers core expertise across Contact Center and Unified Communications, while advising clients on key ancillary technologies.
Core expertise
Contact Center
Independent advisory for CCaaS and BPO decisions — from requirements and vendor shortlists to contract terms and a smooth transition.
- CCaaS platform evaluation & selection
- Omnichannel and AI-enabled CX strategy
- BPO and outsourcing partner sourcing
Core expertise
Unified Communications
Modern voice and collaboration sourced on your terms — benchmarked across providers and migrated without disrupting the business.
- UCaaS and cloud voice selection
- Carrier and contract benchmarking
- Migration planning and vendor oversight
Complementary Technology Solutions
Independent advisory across the rest of your stack.
Engage With Us
Choose How To Start
Get help with a specific project or build an ongoing advisory relationship around your technology priorities.
Project Engagement
Hire Us for a Specific Project
Have a defined initiative or problem that you need to tackle— a contract renewal, migration, new site, or platform selection? We scope it, source it across 1,400+ suppliers, and manage it through launch.
- Clear scope and timeline
- Vendor-neutral sourcing and negotiation
- Hands-on project management to go-live
TCaaS
Ongoing Advisory Support
Not sure where to begin? Technology Consulting as a Service keeps an independent advisory team on retainer — continuous roadmap, sourcing and vendor oversight instead of added headcount.
- No hourly billing
- 100% vendor-neutral
- Predictable cost
Technology Procurement is broken.Here is how enterprise leaders fix it.
The Framework
The CX Compass™ Framework
A structured, three-phase engagement model that takes you from unclear requirements to a launched, optimized environment your customers can feel — with zero vendor bias at every step.
Planning
We map the journey your customers actually take, audit what you already run, and expose the gaps and overlaps that cost them time — then sequence a roadmap tied to experience and business outcomes, not a vendor catalog.
- Full audit of current infrastructure, contracts and spend
- Journey and friction analysis — where customers wait, repeat, or drop off
- Prioritized 12–36 month roadmap tied to experience and business outcomes
Trust & Ecosystem
Technology Advisor Alliance
VocalPoint is a member of the Technology Advisor Alliance — a consortium of over 250 independent advisors who hold each other to higher standards and industry best practices. Membership means our recommendations are accountable to you, never to a supplier's quota. -Learn More
Founder Spotlight
Derek W. Roush
Founder & President
Derek brings 20+ years of enterprise technology experience across network, voice, cloud and security programs. He founded VocalPoint in 2010 on a simple premise: mid-market and enterprise businesses deserve an advisor with no quota, no vendor allegiance, and no hourly invoice — just the right answer.
Client Success
What enterprise IT leaders say
"Truly went above and beyond to make sure we got the right solution — not the one someone was trying to sell us."