Case Study: Virginia Utility Protection Service achieves a mission‑critical 24x7 VoIP contact center that exceeds service levels with Mitel

Contact Center Goes With Mitel Networks From the Ground Up

Virginia Utility Protection Service (VUPS) is a 24x7 one-call notification center in Roanoke, VA that supports safe excavation statewide. Tasked with standing up a mission‑critical 65‑agent contact center handling roughly 3,000 incoming calls per day on a tight schedule, VUPS needed a modern, VoIP‑ready communications platform that would leverage existing cabling, enable rapid agent training and real‑time operations management, and provide six‑year call recording for liability purposes.

VUPS deployed a Mitel IP solution—3300 ICP (redundant), 6100 Contact Center Suite (6110 CCM, 6115, 6160), 6300 Call Recording, plus Mitel IP phones and appliances—giving real‑time monitoring, historical reporting, accurate forecasting, dynamic queue/agent management and digital call archiving. The result was a rapid rollout, streamlined operations, reliable six‑year digital records, and performance that meets or exceeds the organization’s service‑level commitments.

Virginia Utility Protection Service

Rick Pevarski

CEO