Case Study: Transcom achieves centralized 10,000‑seat, scalable omnichannel contact centers with Avaya

Transcom Injects Scale + Innovation Into BPO Offerings

Transcom, a global customer experience outsourcer with 30,000 employees (15,000 in Europe) operating in 40+ locations, confronted a fragmented, regionally based contact-center estate that was outdated, costly to run, and unable to scale or support future omnichannel needs. Multiple contracts, disparate delivery models and limited staff flexibility across sites made it difficult to deliver consistent, innovative service for clients across Europe, the Middle East and Africa.

Partnering with Avaya and integration partners, Transcom centralized 10,000 contact-center seats into a Netherlands hub (two datacenter systems routed over BT IP/MPLS) using Avaya Aura, Avaya Breeze and related solutions so licenses and capacity can be moved between regions and migrations completed rapidly. The centralized model delivered lower operating costs, near‑enterprise reliability (designed for 99.999% uptime), faster onboarding and smoother migrations, and enabled omnichannel and smarter-agent capabilities that improved customer experience and accelerated innovation.

Transcom

Sytze Koopmans

Chief Technical Officer