What Strategic Contact does

Strategic Contact, Inc. is an independent, vendor-neutral contact center consulting firm headquartered in Beaverton, Oregon, founded in 2004 by Lori Bocklund. The firm delivers assessment, planning, and implementation services spanning contact center strategy, operations, and technology, serving clients ranging from Fortune 500 enterprises to small privately held firms across verticals including financial services (banks and credit unions), healthcare, insurance, utilities, telecommunications, manufacturing, retail, and government. Its core intellectual property is the E3 Spectrums® assessment methodology, a registered trademark covering 16 performance categories rated across four maturity tiers, supplemented by proprietary benchmarking surveys, white papers, and the book "Call Center Technology Demystified."

The firm's service portfolio is organized around four pillars: Planning (assessments, technology roadmaps, requirements), Executing (implementation support, technology selection, process design), Educating (training, speaking, writing), and Analyzing (research, surveys). Delivery is augmented by a partner ecosystem spanning Prosci (change management), Human Numbers/injixo (workforce management), MainTrax (speech analytics optimization), and EIG (IVR design). The firm also operates a niche subscription product, the Credit Union Contact Center Cost Model, which represents its most productized offering.

Strategic Contact operates as a boutique consultancy with 1-10 employees and approximately three named senior consultants averaging 25+ years of industry experience. Revenue is generated through scope-based consulting engagements with no publicly disclosed pricing, plus the subscription cost model for credit unions. GTM is sales-led and referral-driven, leveraging thought leadership content (publications, conference speaking, Advisory Board role at Contact Center Pipeline) rather than paid marketing. The firm is privately held, founder-owned, with no external funding or ownership changes reported.

Name

Strategic Contact

Legal name

Strategic Contact, Inc.

Website

https://strategiccontact.com

Company type

Private

Founded year

2004

Operating status

Operating

Headcount range

1–10 employees

Short description

Strategic Contact is an independent, vendor-neutral contact center consulting firm founded in 2004, serving Fortune 500 to SMB clients across financial services, healthcare, insurance, and other verticals with assessment, planning, and implementation services built on its proprietary E3 Spectrums® methodology.

Ownership category

akta.pro rank

Product category

Contact Center Consulting

NAICS

Management Consulting Services (54161)

SIC

Services-Management Consulting Services (8742)

akta.pro primary industry

Strategy & Corporate Development Consulting (BPAHACAA)

Keywords

• Contact center consulting
• Technology selection services
• Workforce management consulting
• Change management services
• Contact center assessment

Headquarters

HQ city

Beaverton

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Consulting Services: Professional consulting engagements including assessments, planning, technology selection, implementation support, and project management for contact centers. Services delivered by senior consultants with deep industry expertise.

Pricing tiers

Go-to-market motion1 record

Distribution channels1 record

Marketing channels6 records

Core offering

Strategic Contact is an independent consulting firm that delivers contact center strategy, technology, and operations advisory services, including assessments (using the proprietary E3 Spectrums® tool), technology selection, multi-channel customer contact strategy, workforce management program delivery, speech analytics optimization, Prosci-based change management, and expert witness services. Engagements are scoped and priced per client, supported by proprietary research surveys, best practices libraries, and a subscription Credit Union Contact Center Cost Model.

Product overview

Strategic Contact is a consulting firm offering advisory and implementation services for contact centers rather than a software product company. Their portfolio consists of consulting services organized around four pillars: Planning (assessment, technology roadmaps, requirements), Executing (implementation, technology selection, process design), Educating (speaking, training, writing), and Analyzing (research, surveys). Key service offerings include the proprietary E3 Spectrums® Assessment tool for benchmarking contact center maturity, technology assessment and selection services, workforce management programs (using injixo and Human Numbers), speech analytics optimization (via MainTrax partnership), and change management services using Prosci methodology. They also provide expert witness services for patent litigation. Their intellectual property includes benchmarking surveys, best practices resources, and RFP/template tools. The company complements its service offerings with published thought leadership through white papers, articles, and industry research.

Differentiator

Problem solved

Functional benefit

Brands

• E3 Spectrums®: Efficiency and Effectiveness Evolution Spectrums® - a proprietary assessment tool that provides means to assess contact centers against best practices across all aspects of strategy, operations, and technology across 16-18 categories.

Products and services

• E3 Spectrums® Assessment Proprietary assessment tool that rates contact center performance across 16 categories (Strategy, Organization, Operations & Processes, Contact Center Support, Workforce Management, Quality Assurance, Training, Metrics, Facilities/Architecture, Routing, Reporting & Analytics, Other Performance Tools, Self-Service, Agent Desktop, Technology Support) on a four-level maturity scale (Basic, Good, Better, Best) to benchmark operations against best practices.
• Contact Center Technology Assessment and Planning Consulting engagement that evaluates existing contact center technology and develops a vision and roadmap to meet business needs, including technology selection and implementation support.
• Multi-channel Customer Contact Strategy Develops vision, defines requirements, and establishes operational frameworks and governance structures for traditional contact channels (voice, fax, voicemail, email, web, IVR) and emerging channels (chat, outbound alerts, social media, mobile applications).
• Technology Selection Services Develops functional, technical, implementation, and support requirements and selection criteria; conducts vendor evaluations; and facilitates the decision process for contact center technology purchases.
• Workforce Management Program Full-service WFM program combining the cloud-based injixo tool with expert planning, forecasting, and scheduling services delivered through the Human Numbers partnership.
• Speech Analytics Optimization Managed services program delivered with MainTrax to help clients achieve business value from speech analytics technology investments.
• Change Management Services Leverages Prosci change management methodology with certified staff to deliver planning and implementation support for the people side of organizational change.
• Expert Witness Services Provides expert witness support for contact center technology patent lawsuits, including patent validity and infringement opinions, liability case evaluation, expert reports, depositions, and sworn testimony.
• Credit Union Contact Center Cost Model Subscription service for credit unions that includes current state modeling, 'what if' scenario analysis, documented results, and discussion of implications, with annual subscription billing.

Quantifiable outcome

• Actionable, process-driven, financially sound plans aligned with requirements and business goals

Named customers3 records

Segments5 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration3 records

Feature2 records

Partnerships

Four partnerships are on record, tiered minor and core.

• Contact Center PipelineminorStrategic or Co-development PartnerPremier monthly newsletter dedicated to contact center management. Strategic Contact contributes content and Lori Bocklund serves on the Advisory Board.
• Human NumberscoreImplementation/ SI/ Consulting PartnerExpert WFM resources for forecasting and scheduling. Provides workforce management expertise as part of Strategic Contact's full-service WFM program offering, utilizing the cloud-based injixo tool.
• ProscicoreImplementation/ SI/ Consulting PartnerExpert training and resources to manage the people side of change. Strategic Contact staff are Prosci certified and leverage the Prosci change management methodology in client engagements.
• MainTraxminorStrategic or Co-development PartnerPartner for speech analytics optimization services. Provides managed services program to help clients achieve business value from speech analytics technology.

Scale indicators4 records

Recent moves6 records

Expansion highlights4 records

Direct peers

• DMG Consulting: Independent advisory firm focused on contact center, customer experience, and analytics technologies with proprietary research and vendor-selection frameworks — directly comparable boutique competitor to Strategic Contact.
• ContactBabel: UK-based research and advisory firm publishing contact center industry analysis, vendor evaluation, and benchmarking — a peer in the vendor-neutral analyst/information services space adjacent to Strategic Contact's survey and assessment work.
• Saddletree Research: Independent contact center and workforce engagement management research/advisory firm providing vendor analysis and selection support — a direct specialty competitor with similar buyer profile.

Broad incumbents

• ICMI (International Customer Management Institute): Industry membership and training body for contact center leaders, also publishing research and content — adjacent incumbent that overlaps in thought leadership, training, and benchmarking that Strategic Contact offers.
• Forrester Research: Large analyst firm covering customer service, contact center, and CX technology markets with research, advisory, and consulting — a much broader incumbent competing for the same enterprise advisory and benchmarking budgets.
• Gartner: Global research and advisory giant whose customer service and contact center practice overlaps with Strategic Contact's enterprise buyer conversations on technology selection.
• Accenture: Global consulting firm with a customer experience and contact center transformation practice — competes for the same enterprise transformation engagements, with materially larger delivery footprint.
• McKinsey & Company (Customer Experience practice): Top-tier strategy consultancy whose customer experience and operations practice competes for senior-level contact center operating model and transformation work at large enterprises.
• NICE (Professional Services): Major contact center platform vendor whose internal professional services organization competes for technology selection and implementation work — a vendor-affiliated alternative to Strategic Contact's independent advisory.

Emerging players

• Prosci: Change management methodology firm and Strategic Contact's partner for ADKAR/Prosci-based engagements — overlapping in the people-side-of-change competencies delivered to contact center transformation clients.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/StratContact
• Facebookfacebook.com/Strategic-Contact-Inc-126855414892
• LinkedInlinkedin.com/company/strategic-contact

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

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 Strategic Contact