Bancolombia Contact Center Transformation Technical Validation Colombia

Bancolombia S.A. · Andrea Castro (ISR) · Created Feb 14, 2026

Total Value

$650K

+$150K from initial

Close probability

40%

Stage 04 baseline

Days to close

Target <90 days

Deal velocity

+14d

Avg per stage so far

Pipeline stages

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

Contract renewal

Sep 1, 2026

Est. ARR

$480,000

Impl. revenue

$170,000

TCO savings (annual)

$620,000

AWS account ID

aws-0482-0931

Deal reg. number

ACE-2026-00411

POC status

In progress

Economic buyer

Confirmed

Decision criteria

Documented

Close plan

Not agreed

Sub-opportunities

Amazon Connect Implementation — Phase 1

Fixed-fee · SOW-2026-001 · Discovery Complete

$170,000

Close: Apr 30

Amazon Connect Managed Services — Year 1

Monthly retainer · $40K/mo · Proposal Pending

$480,000

12-month ARR

+ Add related opportunity

AI insights

Updated 2h ago

Risk detected

Avaya contract renews Sep 1 — only 87 days to close. If MSA is not in legal by Jun 15, auto-renewal risk is high. Escalate mutual close plan this week.

Recommended action

Economic buyer (CFO) has not attended any calls. Schedule executive alignment call with VP CSC + CFO before POC debrief to close buyer gap.

Opportunity signal

Genesys Cloud was removed from evaluation per last call notes. DFX5 is now sole vendor. Accelerate to Verbal Commit — increase stage probability to 55%.

AWS co-sell

ACE opportunity not updated in 9 days. AWS AM Carlos Perez may deprioritize without a stage update. Submit updated ACE record by EOD Friday.

Next steps & tasks

Complete POC environment setup — Amazon Connect sandbox

Completed Apr 1

Schedule POC debrief with CTO & VP CX

Due Apr 5 · Overdue

Update ACE opportunity in AWS Partner Central

Due Apr 7

Send ROI model + TCO comparison to CFO

Due Apr 10

Draft mutual close plan (MCP) with client

Due Apr 15

Documents & quotes

Activity history

Key contacts

Quote — Amazon Connect Phase 1 v2.1

Quote · $170,000 · Updated Apr 2, 2026 · Andrea Castro

Approved

SOW Draft — Implementation Services v1.0

SOW · Fixed-fee · Created Mar 28, 2026 · Pre-Sales SA

Draft

NDA — Bancolombia S.A. 2026

NDA · Contract · Signed Feb 18, 2026 · via DocuSign

Signed

ROI & TCO Analysis — Amazon Connect vs. Avaya

Presentation · 14 slides · Updated Apr 1, 2026 · SA Team

Final

Stage advanced: Discovery Complete → Technical Validation

POC scope agreed with CTO Juan Restrepo. SA team assigned. Demo environment provisioned on AWS sandbox.

Apr 2, 2026 · Andrea Castro

Email sent — ROI model & TCO analysis

Sent TCO comparison deck showing $620K annual savings vs. current Avaya licensing + infra costs. Awaiting CFO review.

Apr 1, 2026 · Andrea Castro · Opened 3×

Discovery call — 45 min with CTO & VP Customer Experience

Validated 450 agent seats, confirmed Avaya contract renewal Sep 1. Pain: agent attrition 38%, no WhatsApp channel. Champion: VP CX Maria Gonzalez.

Mar 27, 2026 · Andrea Castro + SA Miguel Torres

AWS co-sell submitted — ACE-2026-00411

Opportunity registered with AWS LATAM. AWS AM Carlos Perez (Colombia) engaged. MDF funding request submitted for POC support.

Mar 20, 2026 · Andrea Castro

Opportunity created from LinkedIn inbound lead

VP CX downloaded ROI Calculator from LinkedIn campaign. Lead score: 85. Auto-routed to ISR. Initial call booked via Calendly.

Feb 14, 2026 · Marketing Automation

Juan Restrepo

CTO

Technical decision-maker. Engaged in POC review. Positive on AWS architecture.

Champion

Maria Gonzalez

VP Customer Experience

Business sponsor. Pain owner. Driving urgency internally around CSAT & AHT.

Business sponsor

Pedro Vargas

CFO

Economic buyer. Not yet engaged directly. Reviewing TCO model. Critical path to close.

Not engaged