Case Study: C3i Solutions achieves global contact center consolidation and rapid innovation with Avaya

Global BPO C3i Solutions Brings the Latest Innovations to the Table

C3i Solutions is a global BPO serving more than 150 clients (including many FORTUNE 500 firms), handling 35 million omnichannel interactions annually across 175 countries. Facing six disparate voice and contact-center systems inherited through growth, the company needed a flexible, compliant platform that could be customized to unique client RFPs while reducing IT complexity and redundant costs.

C3i replaced legacy systems with a single Avaya-based solution (Oceana, Breeze and Pod Fx), adding channels and innovations like Mobile IVR, co-browsing and improved intelligent routing. With Avaya Professional Services accelerating rollout and in‑house snap-ins speeding custom development, C3i gained faster deployments, easier agent mobility across 10 sites, stronger compliance and a slimmer IT footprint—delivering measurable efficiency, scalability and higher client satisfaction.

C3i Solutions

Michael Baker

Vice President of Telephony