Case Study: Econocom accelerates digital transformation and scales OneDesk to 2.5 million calls/year with Mitel MiContact Center

Econom Accelerates Digital Tranformation With Mitel

Econocom, a European digital‑transformation and IT services group, created OneDesk to modernize IT support and give employees a consumer‑style, multichannel experience. The challenge was to deliver fast, consistent support across offices and remote sites while scaling capacity and maintaining high availability and security as demand grew rapidly.

Econocom deployed Mitel MiContact Center, the Mitel Teleworker solution and Mitel 6940 IP phones to consolidate channels into a single queue, pool onsite and remote agents, integrate self‑service and third‑party tools, and use built‑in reporting and redundant architecture. The result: a scalable, secure service handling about 2.5 million calls a year (10,000+ daily) across 11 centers and 1,500 positions for 155 customers, an improved customer experience, and operational efficiencies that freed the equivalent of five full‑time roles.

Econocom

Samy Ouharzoune

Unified Systems and Communications Engineer