Opportunities › Bancolombia S.A. › Bancolombia Contact Center Transformation
Bancolombia Contact Center Transformation
Bancolombia S.A. · Andrea Castro (ISR) · Roberto Méndez (EAM) · Created Feb 14, 2026
Technical ValidationDelivery: Not startedColombia · T1 EnterpriseACE-2026-00411
Total value
$650K
Impl + managed services
Close probability
40%
Stage 05 baseline
Gross margin
48%
Target ≥ 45% ✓
Days to close
87
Jun 30 target
MS ARR activates
Oct 1
At go-live · $40K/mo
Sales track — ISR/EAM
Delivery track — CDA/SA (Kantata)
Revenue track
T1 Enterprise · EAM handoff at Stage 06
SalesCurrent: Stage 05
Closed Won → delivery handoff
DeliveryNot started · Go-live Oct 1
RevenueM1 invoiced $42.5K
Expansion auto-seed: At go-live (Oct 1), Flow will create Bancolombia Agentic AI — Phase 2 at Stage 01 assigned to Roberto Méndez (EAM) · Est. $400–800K · Expansion_Seeded__c prevents duplicates.
Overview
Deal team
Delivery status
Sub-opportunities
Profitability
Timeline
Quotes & orders
Opportunity details
Account
Bancolombia S.A.
Close date
Jun 30, 2026
Solution type
Amazon Connect + Managed Svcs
Contact center seats
450 seats
Current platform
Avaya on-premise
Avaya renewal
Sep 1, 2026
Delivery stage
Not started
MS ARR activates
Oct 1, 2026
MS contract end
Sep 30, 2027
Renewal window opens
Jul 2, 2027
AI insightsUpdated 2h ago
Risk — close timing
Avaya renews Sep 1 — only 87 days to close. If MSA not in legal by Jun 15, auto-renewal risk is high. Go-live would also shift past the Avaya renewal date, removing urgency leverage.
Action — CFO engagement
CFO Pedro Vargas not yet engaged. Economic buyer first contact targeted Apr 20. Schedule with VP CSC before POC debrief.
Delivery signal
Client Delivery Architect unassigned. Build phase cannot start without CDA. Kantata project creation at go-live will fail if CDA is not in Opportunity_Team_Member__c before contract is signed.
Expansion opportunity
At Oct 1 go-live, Agentic AI Phase 2 opportunity seeds automatically. Introduce CDO to Roberto Méndez during go-live week to accelerate Phase 2 pipeline entry.
Next steps
POC environment setup complete
Done Apr 1
POC debrief — CTO & VP CX
Apr 5 · Overdue
Assign Client Delivery Architect before SOW sign
Apr 8 · Blocking delivery kickoff
ROI model to CFO — first engagement
Apr 10
Executive alignment — VP CSC + CFO
Apr 20
Delivery lifecycle — Bancolombia Connect
Not started
Pre-close · Sales track active
Current
Kicked off
Triggers on Order activation · Kantata project created
User acceptance testing · agent training · sign-off
Est. Sep 15
Invoice: $34K
Go-live · MS ARR activates
450 agents migrated · WhatsApp live · $40K/mo starts
Oct 1, 2026
Invoice: $34K
Managed services active
Monthly retainer · SLA in effect · expansion seed fires
Oct 1 →
$40K/mo
Renewal window
Renewal Opp. created at Stage 03 · EAM notified
Jul 2, 2027
Delivery readiness checklist
NDA signed
Done
POC scope agreed
Done
Client Delivery Architect assigned
Missing
SOW approved
Draft
Order created
Pending close
Go-live confirmed (Go_Live_Confirmed__c)
Not yet
MS Order activated
Not yet
Auto-expansion at go-live
Bancolombia Agentic AI — Phase 2
Seeds at Oct 1 · Stage 01 · Roberto Méndez (EAM) · Est. $400–800K · Q4 2026 close target
Expansion_Seeded__c = false — will auto-create on Delivery_Stage__c = Go-Live
Deal team
Full deal team panel — T1 Enterprise with EAM handoff at Stage 06. See Deal Team tab for full roster, tier selector, commission split, and coverage pills.