Solid Rock Consulting

What Solid Rock Consulting does

Solid Rock Consulting (operating as 'The WFM People') is a privately held workforce management and contact center consulting firm founded in 2012 and headquartered in Winter Haven, Florida. The firm helps contact centers and enterprise operations fix broken WFM processes, optimize forecasting, capacity planning, scheduling, intraday management, and workforce data governance, with the explicit positioning of helping organizations 'determine HOW many resources (employees and/or AI) they need to efficiently serve their customers.' Its delivery is anchored by proprietary frameworks (the CLEAR Data Framework for data management and the IACT Framework for integrated WFM implementation) and a packaged content and assessment library including the CX & WFM Leader's Survival Guide, WFM Navigator, Skill Optimization Audit, and the WFM Go Beyond Score self-assessment platform.

The company's revenue is generated entirely from professional services and adjacent productized offerings. Core streams include WFM Consulting Services (long-term strategy engagements), WFM Training and Development (solution-independent training plus Verint-specific professional training), Solution Procurement (independent CCaaS, WFM, AI, and QM technology evaluation), and WFM Solution Professional Services (implementation and managed optimization). Distribution combines direct enterprise field sales, a partner referral channel built on flagship alliances with Five9, 8x8, and Zoom, an event-driven presence at CCW, AI in the Wild, CRMxchange, and Enterprise Connect, and a community-led motion via the WFM Go Beyond ecosystem, Tipsy Thursdays podcast and blog, YouTube channel, and the Win The Week newsletter. Pricing is quote-based for consulting with multi-year engagements, paired with freemium self-assessments used for top-of-funnel lead capture.

Solid Rock serves enterprise buyers primarily in contact centers and fast-growing operations, with named engagements spanning utilities (Sacramento Municipal Utility District), telecommunications (Eastlink), and a BPO partnerships segment. The firm is led by founder and CEO Juanita Coley and is certified as a Women-Owned Small Business by the U.S. SBA, with operating scope concentrated in North America. Headcount sits in the 11-50 range, there are no subsidiaries, no external funding rounds, and no disclosed revenue, indicating a boutique consulting model rather than a venture-backed scale-up.

Name

Solid Rock Consulting

Legal name

Solid Rock Consulting

Website

https://solidrockco.net

Company type

Private

Founded year

2012

Operating status

Operating

Headcount range

11–50 employees

Short description

Solid Rock Consulting is a privately held workforce management and contact center consulting firm founded in 2012, serving enterprise clients with WFM strategy, training, and solution procurement services across CCaaS, WFM, and AI platforms.

Ownership category

akta.pro rank

Product category

Management Consulting Services

NAICS

Management Consulting Services (54161), Other Management Consulting Services (541618)

SIC

Services-Management Consulting Services (8742)

akta.pro primary industry

Customer Experience (CX) Quality, Training & Workforce Management (WFM) (BPAAAAAJ)

akta.pro secondary industry

Workforce Management & Scheduling Practices (EDABACAL)

Keywords

• Workforce management consulting
• Contact center consulting
• WFM optimization
• CX consulting services
• Workforce strategy advisory

Headquarters

HQ city

Winter Haven

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Technology or R&D

Revenue model

1. Professional Consulting Services: Long-term WFM consulting engagements including workforce strategy development, process optimization, and operational transformation. Engagements include discovery calls, strategy sessions, and ongoing advisory relationships.
2. Training and Development: WFM training programs, courses, and professional development services. Includes solution-independent WFM Training and Development as well as Verint professional training.
3. Solution Procurement: Independent guidance helping organizations select and procure right technology solutions across CX ecosystem including CCaaS, WFM systems, AI tools, and quality management platforms.
4. WFM Solution Professional Services: Implementation support, configuration, and optimization services for WFM solutions to ensure effective adoption and business results.

Pricing tiers

Go-to-market motion4 records

Distribution channels3 records

Marketing channels8 records

Core offering

Solid Rock Consulting is a workforce management (WFM) consulting firm that helps contact center operations improve forecasting, scheduling, intraday management, and overall workforce performance. The firm delivers vendor-neutral advisory services, training, solution procurement support, and operational assessments to organizations seeking to optimize contact center staffing and CX outcomes. Its offerings are reinforced by proprietary frameworks (CLEAR and IACT) and an assessment platform used to benchmark and elevate client maturity.

Product overview

Solid Rock Consulting is a workforce management and contact center consulting firm founded in 2012, operating as 'The WFM People.' The company offers a portfolio of consulting services organized around three core service areas: WFM Training and Development (solution-independent training programs), WFM Solution Professional Services (implementation and optimization support including Verint professional training), and Solution Procurement (independent technology evaluation and selection guidance). The firm complements its consulting services with proprietary frameworks including CLEAR Data Framework and IACT Framework, along with educational resources such as The CX & WFM Leader's Survival Guide, WFM Navigator, and Skill Optimization Audit. The company also operates the WFM Go Beyond Score assessment platform offering WFM Maturity Assessment, Staffing Preparedness Assessment, and Data Management Maturity Assessment. Services are delivered through consulting engagements, self-service assessments, community programs, and a resource library of books and guides.

Differentiator

Problem solved

Functional benefit

Products and services

• WFM Consulting Services
• WFM Training and Development
• WFM Solution Professional Services
• Solution Procurement

Quantifiable outcome

• Organizations achieve customer experience (CX) goals without sacrificing employee experience (EX) through proper workforce management
• +1 more outcomes

Named customers3 records

Segments4 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature3 records

Partnerships

Four partnerships are on record, tiered flagship and core.

• Zoom Video Communications, Inc.flagshipStrategic or Co-development Partner · 2 October 2023Monumental collaboration announced October 2, 2023 to revolutionize the contact center industry. Solid Rock Consulting serves as the WFM expertise partner guiding Zoom customers through effective implementation of Zoom Contact Center and Workforce Engagement Management (WEM) suite. Collaboration combines cutting-edge technology with unmatched domain expertise in workforce management.
• 8x8 Inc.flagshipStrategic or Co-development Partner · 13 September 2023Partnership announced September 13, 2023 as member of the 8x8 Technology Partner Ecosystem. Solid Rock Consulting provides consulting expertise to guide 8x8 customers in effective implementation of XCaaS integrated cloud contact center and unified communications platform, including Verint Workforce Optimization integration.
• Five9flagshipStrategic or Co-development Partner · 3 May 2021Long-standing partnership with tech giant Five9 to increase tech functionality among contact centers. Solid Rock provides WFM consulting while Five9 provides Intelligent CX Platform. Partnership includes continued comprehensive training and Intelligent Virtual Agent (IVA) certifications. First Black woman-owned firm to secure such influential partnerships.
• VerintcoreTechnology or IntegrationProvides professional Verint training services to maximize user adoption across the full WFO (Workforce Optimization) suite. Works with Verint's Da Vinci AI platform and Engagement Data Hub for CX automation implementations.

Scale indicators4 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• The Taylor Reach: Boutique contact-center and WFM consulting firm that helps enterprises optimize forecasting, scheduling and operational performance. Closely comparable in scale, solution-independent positioning and target buyer (enterprise CCaaS/WFM leaders).
• Strategic Contact: Independent contact-center and customer-experience consultancy advising enterprises on operating models, technology and WFM practices. Highly comparable in services, vendor-agnostic stance and enterprise mid-market customer base.
• Centerfirst: Contact-center consulting firm specializing in WFM, quality monitoring and operational assessments. Directly comparable in WFM depth, assessment-led engagement model and enterprise customer focus.
• Connected Communications: Consulting and advisory firm focused on contact-center transformation, WFM and CX strategy. Comparable as a similarly sized independent consultancy serving enterprises navigating CCaaS/WFM modernization.
• Performance Equity Group: Contact-center and CX performance consultancy offering WFM, quality and operational benchmarking services. Comparable in advisory-led delivery model and enterprise contact-center buyer profile.

Emerging players

• ICMI (International Customer Management Institute): Community, training and certification organization for contact-center leaders, owned by CMP Research. Comparable in the training, certification and thought-leadership layer of Solid Rock's WFM Go Beyond ecosystem.
• Calabrio: Workforce engagement management software vendor offering WFM, analytics and quality tools. Comparable as an adjacent WFM ecosystem participant whose customers frequently overlap with Solid Rock's buyer base.

Broad incumbents

• TTEC Holdings: Large global CX and BPO operator with embedded WFM consulting and technology services. Comparable as a broader incumbent in enterprise contact-center services that competes for the same WFM optimization budget.
• Concentrix: Global CX solutions and BPO provider with significant contact-center technology and WFM practices. Comparable as a broad incumbent offering overlapping WFM advisory and operational services to large enterprises.
• Foundever: Large customer-experience services provider delivering CX, BPO and contact-center optimization at global scale. Comparable as a broad incumbent whose WFM and CX advisory work overlaps Solid Rock's enterprise opportunity.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• YouTubeyoutube.com/@solidrockconsulting
• Facebookfacebook.com/solidrockconsulting

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Solid Rock Consulting