Case Study: Integrated Communications Company achieves seamless, zero-downtime contact center expansion to support 1,500+ agents with Black Box Network Services

Integrated Communications Company - Customer Case Study

Integrated Communications Company, a leading Canadian multimedia provider with nearly 2 million customers, faced rapid growth that nearly doubled its call center staff from 850 to more than 1,500 in 18 months. Needing to upgrade an aging Aspect® CallCenter® ACD and expand VoIP/CTI capacity without any downtime, the company selected Black Box Network Services to implement an advanced Aspect-based solution and provide ongoing support.

Black Box Network Services designed and installed a redundant Aspect ACD with Aspect Contact Server CTI, completed cabling and equipment installs across three sites, provisioned 200 VoIP users, and executed a seamless cutover with zero downtime. The expanded system now supports about 1,500 agents, is being leveraged by the parent company to support other call center operations, and Black Box continues to provide maintenance, stocked spares, on-site technicians, and plans for additional agents and IVR capability.