Case Study: Dayforce achieves scalable, unified contact center operations with Altivon

Communications Application Software Suite Meets Diverse Needs of Large, Distributed Enterprise

Dayforce, then operating as Ceridian, needed a simpler, more flexible communications system to support rapidly growing contact center operations spread across many sites after multiple acquisitions. Its existing mix of Avaya, Mitel, and Nortel platforms was becoming difficult to administer and maintain, especially across its distributed business and customer service teams.

Altivon implemented Customer Interaction Center (CIC), an open, software-based communications platform with PBX, IVR, ACD, screen-pop, unified messaging, and call recording, plus integrations to Siebel, IBM Tivoli, and Blue Pumpkin. The rollout replaced legacy systems across 40 sites and now supports about 5,400 users; Dayforce also reported a 40-second reduction in call time per call, improved quality assurance, lower operating costs, and better employee retention and customer service.

Dayforce

Jim Mitchell

Mgr, Voice Com Services