The Business Challenge

When the Customer started expanding its business with new locations, it became clear that this would be an ongoing process. This expansion would automatically require investment into new equipment, engineers and support for each new location. But the standalone implementations – per location – would not allow for common reporting, agent load balancing, centralized use of telecom resources and true economies of scale.

The Customer needed a redesign of their infrastructure to achieve a decrease in operating costs, sys-tem unification, easy expandability; also, to ensure equipment and data security and to support new technology trends like Remote Agents, SIP trunking, Location Based Routing and other.