Case Study: arvato achieves reliable 24/7 Avaya VoIP monitoring with ServicePilot ISM

Global Outsourcing Company Monitors Avaya VoIP Ecosystem with ServicePilot ISM

arvato, a major international service provider, needed proactive support and 24/7 availability for its Avaya VoIP communications across multiple locations. With more than 8,000 IP phones and a large, growing contact center environment, the company turned to ServicePilot and its ISM platform to monitor its VoIP ecosystem.

ServicePilot implemented ISM to track, analyze, and correlate key indicators across arvato’s unified communications infrastructure, with information delivered through an intuitive web portal for faster troubleshooting and reporting. The solution helped arvato meet SLAs across 80,000 calls per day, improve agent productivity, achieve a better ROI, and gain confidence to expand its Avaya-based contact center further.

Arvato