Case Study: Stefanini achieves seamless global multichannel help‑desk services with Alvaria Unified IP

IT Services Provider Upgrades to Aspect Unified IP to Deliver Multichannel Help Desk Services to Customers on Four Continents

Stefanini is a global IT services provider (founded in 1987) with operations in 39 countries, delivering 24/7 help desk support in 35+ languages across four continents. The company faced growing complexity as customers adopted multiple channels (voice, email, chat, IM, SMS, social), requiring true multimedia blending with voice given top priority, high uptime for continuous service, bandwidth-efficient voice codecs (G.729), and better workload balancing via global queues.

Stefanini implemented Aspect Unified IP across North America and Europe (supporting ~600 agents on one system and 460 on the other, managed under a single control), enabling multimedia blending that lets agents handle multiple interactions while ensuring phone calls are answered first. The migration was smooth, delivered a more stable agent desktop and low latency, reduced voice-network costs through G.729, and improved productivity and staffing efficiency via global queueing—with further benefits expected from deeper platform integration and simplified maintenance.

Stefanini

Jakob Klopfer

ICT Manager