Managed service providers are no longer being measured by how quickly they can react to a customer experience failure; the bar has moved to preventing those failures entirely. That shift is now driving a new commercial partnership between two industry players: global MSP Continuant and CX assurance technology provider Occam.
Global managed service provider selects Occam to automate testing, validate customer journeys and create recurring CX assurance revenue opportunities.
Customers want confidence that their customer journeys are working as designed and that issues will be identified before they impact the business.”— Adrian Coppin
Occam, a provider of CX assurance, configuration intelligence, and AI-powered discovery solutions for customer experience environments, today announced that Continuant, a leading global managed service provider, has selected Occam’s platform to expand its managed services portfolio with proactive CX assurance, automated testing, monitoring, discovery, and configuration intelligence capabilities.
This is not a simple tool swap. The deal allows Continuant to build out a new line of business: proactive testing, monitoring, discovery, and validation services aimed at enterprise customer environments. The goal is to cut down on manual effort while creating scalable, revenue-generating managed service offerings that can be sold across its client base.
The selection process was not rushed. Continuant spent a full 12 months evaluating options before landing on Occam, citing the depth of its capabilities, the maturity of its platform, the flexibility of its MSP program, and overall commercial fit as the deciding factors.
Under the partnership, Continuant will deploy a suite of Occam’s tools — including Razor, AI-Assisted Discovery, SimplifAI, Discover, Automate, Monitor, Load Testing, and In-Country Calling — to broaden its CX assurance capabilities.
The arrangement gives Continuant the ability to provide customers with:
• Continuous visibility into customer experience performance
• Automated validation of routing, IVR, and contact center workflows
• Faster identification and resolution of service issues
• Greater confidence during migrations and major changes
• Scalable CX assurance across global environments
“Managed service providers are increasingly being asked to deliver more than traditional support and monitoring,” said Adrian Coppin, Chief Commercial Officer at Occam. “Customers want confidence that their customer journeys are working as designed and that issues will be identified before they impact the business. We’re excited to partner with Continuant to help deliver that assurance at scale across their global customer base.”
For Continuant, the partnership is a direct response to market pressure to reduce manual testing, improve operational efficiency, and deliver proactive CX assurance services across its customer base.
About Continuant
Continuant is a global managed services provider helping organizations modernize, manage, and optimize communications and collaboration environments. Through its comprehensive managed services portfolio, Continuant delivers solutions that help enterprises improve operational performance, reduce complexity, and enhance customer experiences.
For more information, visit continuant.com.
Devra Callaghan
Occam
+1 317-965-6917
Why it matters: As enterprises increasingly rely on complex, multi-channel customer journeys, the ability to detect and resolve issues before they impact revenue becomes a competitive differentiator. This partnership signals that MSPs are moving beyond break-fix support into proactive assurance — a trend that could redefine how customer experience quality is guaranteed across global operations.
