Case Study: Transcom achieves scalable, lower-cost omnichannel contact center innovation with Avaya

Transcom centralizes 10k contact center seats with Avaya to boost omnichannel innovation

Transcom, a global customer experience specialist, faced challenges from a fragmented and outdated contact center infrastructure across its European operations. This led to limited flexibility, multiple contracts, and disparate systems that were not fit for the future. To address this, Transcom partnered with vendor Avaya to centralize its operations and implement Avaya contact center solutions, seeking to improve scalability and innovation.

Avaya implemented a centralized contact center solution, establishing a global hub in the Netherlands to handle routing and calls for 16 European countries. This solution, which included technologies like Avaya Breeze, provided a flexible and scalable infrastructure. The results for Transcom included decreased operational costs, the ability to rapidly onboard new locations, and a platform for future innovation like omnichannel support. The system achieved high reliability, and the consolidation streamlined the use of hardware and licenses across multiple sites.

Transcom