Case Study: United Nearshore Operations (UNO) achieves resilient, world-class cloud call center operations with Avaya Private Cloud Services

Avaya Private Cloud Services Took the Number One in World Class Call Centers To the Clouds for United Nearshore Operations

United Nearshore Operations (UNO) is a leading Dominican call center founded in 2004 in Santiago, with about 850 stations, 1,300 associates and more than $15M in annual revenue. As UNO expanded, major clients began demanding stronger redundancy, continuity and PCI‑DSS–level security delivered under an OPEX model rather than a CAPEX-heavy, hardware‑owning approach.

UNO chose Avaya Private Cloud Services after evaluating multiple vendors; Avaya provided a turnkey migration to an Avaya Aura cloud platform deployed across two datacenters with high‑availability and geo‑redundancy. The move preserved UNO’s reliability and integrations, made redundancy and scaling transparent to staff, enabled continued in‑house development and new services, and opened opportunities for local and international growth—including supporting a second center in Santo Domingo.

United Nearshore Operations

Vittorio Dall’Omo

Financial Vice President