Case Study: ResourceOne achieves scalable, agile cloud contact center and new business growth with Alvaria (Zipwire)

Direct marketing company pivots to the cloud for more agile customer service and to pursue new business opportunities

ResourceOne, a 600‑employee direct marketing firm in Tulsa, expanded into contact center outsourcing to meet client demand for customer service, event registration and order fulfillment. Facing an aging, on‑prem Aspect ACD that was nearing end-of-life, the company needed a more scalable, omni‑channel solution that reduced hardware upkeep and supported seasonal spikes and new business opportunities.

ResourceOne migrated to Aspect Zipwire via partner Waterfield Technologies, moving to a redundant cloud contact‑center that adds email and chat, unlimited scalability and simpler IT management. The change eliminated on‑site hardware, enabled handling of higher and bursty call volumes, improved call recording and quality monitoring, and delivered no downtime with better agent visibility—opening the door to new clients and services.

ResourceOne

Rosie Rickard

Vice-President of Operations