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Digital Workplace

Digital Workplace Strategy

Build the strategic foundation for hybrid work and modern communications — including converged

customer and employee experience. 

Build the strategic foundation for hybrid work and modern communications — including converged customer and employee experience.

Fragmented tools drive up costs, complexity, and risks. CBTS assesses what you have and builds a plan for what you need.
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Fragmentation is costing you

Without an intentionally designed digital workplace, you face rising platform spend, IT cycles devoted to integration and patching over innovation, and an employee experience that could eat away at engagement and retention. Without convergence between your internal communications and contact center systems, you may be challenged to meet customers’ expectations. And if you operate in a regulated industry, your patchwork of tools could create compliance risks.

 

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The OnX approach

Turn your digital workplace into a system

OnX Digital Workplace Strategy is the advisory layer that shapes our UCaaS and CCaaS engagements. It’s where we replace assumption with assessment and accumulation with architecture. Instead of reactive procurement, you work from a sequenced plan that pays for itself.

 

 

Digital Workplace Strategy capabilities

 Three engagements that meet you where you are.

Where to start

Advisory engagements

A OnX advisory is a time-bound, fixed-fee engagement designed to give you a clear answer to a specific strategic question — fast.  

CX AI

Duration: Three to four weeks

Best for: Organizations ready to move from reactive services to AI-powered customer experiences that reduce cost, improve loyalty, and actually scale. If CX is a board-level priority but the path forward isn’t clear, this is where you’ll start.

The deliverables that matter

  • A validated AI readiness scoreA
  • prioritized portfolio of CX AI use cases
  • A target architecture ready to build
  • A funded and sequenced 18 month roadmap and a business case ready for board approval
  • A governance and compliance foundation

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What success looks like

 Strategy work changes what your organization can do next. Three outcomes show up most often in the business cases OnX builds.

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Cost optimization

 Consolidating multi-vendor contracts. Retiring on-premises PBX maintenance. Rationalizing license sprawl across collaboration and contact center platforms. A OnX strategy engagement builds a defensible business case tied to specific savings categories in your environment — with cost, timeline, and risk attached to every recommendation. 

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Business agility

 The digital workplace your business needs in two years is not the one you have today. A strategy engagement designs a foundation built to extend — adding new channels, new AI workflows, new locations, and new lines of business onto the same managed platform without standing up new vendor relationships each time.  

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Reduced risk

 Compliance recording. Dynamic E911 routing. Regulated voice retention. Site survivability for environments where internal calling must keep working when external connectivity fails. OnX strategy work inventories every regulated voice obligation in your environment and designs them into the target state from day one, rather than discovering them after migration.  

“Many enterprises are running three phone systems — one for messaging and meetings, a separate contact center, and whatever’s left of their UCaaS environment. The administrative load is unsustainable, and the user experience is worse. Strategy work is how you stop adding systems and start designing one.”

Keith-Talbot

 Keith Talbot

 Director of Solution Design – Digital Workplace

Don’t take our word for it

“I love the creative, tailored solutions that are delivered in a consistent and reliable way while always doing what it takes to make things right.”

Chief Technology and Information Security OfficerFinancial Services / Banking

“My team at CBTS have been trusted partners for a long time. They provide excellent technical support and pre-sales work. Their breadth of knowledge and ability to bring in the right resources have helped us steer our technology into the future.”

Managing Director, CISO, Head of TechnologyPrivate Equity / Financial Services

“CBTS treats us like a partner and not just a customer. The technical expertise is next to none and the relationship management is some of the best I have experienced.”

Director, Telecom and Architecture ServicesHealthcare

Where Digital Workplace Strategy leads

 A digital workplace strategy assessment produces a fundable plan, with most leading directly into one or both of the following execution engagements.

Related insights 

Frequently asked questions 

How long does a OnX digital workplace strategy engagement take? A Digital Workplace Assessment typically runs four to eight weeks. UCaaS Migration Planning and CCaaS Deployment Services run four to 12 weeks depending on environment complexity. Each engagement ends with a fundable, executive-ready plan, not an open-ended consulting commitment.
What deliverables come out of the engagement? Each engagement produces structured deliverables tied to the next decision the client has to make. An Assessment produces a documented current-state architecture, gap analysis, prioritized migration roadmap, and executive briefing. Migration Planning produces a site-by-site cutover plan, dial plan design, number porting strategy, E911 implementation design, and change management plan. CCaaS Deployment Services produces IVR and call flow designs, CRM integration architecture, omnichannel routing strategy, and a reporting design.
Who from OnX will be on the engagement? Every digital workplace strategy engagement is staffed with a senior strategist as the engagement lead, paired with subject matter experts in voice architecture, contact center design, network and security, and the relevant platform (Microsoft Teams, Webex, or CXsync). Engineers who would deliver the migration are involved from the assessment phase forward. The strategy and execution teams are the same team.
How does OnX quantify the business case for a digital workplace migration? Each strategy engagement builds a defensible business case around three categories: cost savings (consolidating multi-vendor contracts, retiring on-premise PBX maintenance, reducing platform license sprawl), risk reduction (compliance, E911, resilience, retention), and productivity gains (lower handle times, faster issue resolution, less context switching). The case is tied to specific metrics in your environment, not vendor-supplied averages.
What is UCaaS and CCaaS convergence, and why does it matter to strategy? Convergence is the integration of UCaaS (employee-facing communications) and CCaaS (customer-facing contact center) on a single managed foundation. Most organizations bought them separately, often with different owners, and the platforms didn't talk to each other. The result is contact center agents putting customers on hold to find an SME on another system. Strategy work is where convergence gets designed, not where it gets discovered after the fact.

Start with a conversation

 Every digital workplace transformation comes down to four hard decisions: what to migrate first, what to retire, what to integrate, and how to fund the work across multiple years. OnX helps you answer all four in weeks, not quarters.