Case Study: Ballantyne Strong achieves 80% travel cost savings and a modern, fast-deploy contact center with Avaya

Commercial Lighting Specialist Takes a Shine to Avaya Engagement Solutions

Ballantyne Strong, an Omaha-based provider of audio-visual systems and professional lighting founded in 1932, was hampered by an aging TDM phone system as it moved into a new headquarters, expanded its Network Operations Center (NOC) and acquired a Georgia-based office. The company needed a scalable, easy-to-manage contact center with full visibility into agent activity, intelligent call routing, remote-agent support and simple videoconferencing to reduce costly monthly travel and long-distance expenses.

Working with DataVizion, Ballantyne Strong implemented Avaya IP Office Contact Center and Avaya Scopia for video conferencing, achieving a smooth cutover (fully functional within 10 minutes). The new platform delivered real-time NOC visibility, custom call queues and routing, disaster recovery, coachable calls, recording and reporting — enabling remote work, avoiding at least one new hire, eliminating $1,000/month long-distance charges and cutting executive travel costs by 80% (from ~$10,000 to ~$2,000/month), with additional carbon-emission savings.

Ballantyne Strong

Andrew Harris

Director of IT