Case Study: American Energy Company achieves resilient communications and business continuity with TTEC

American Energy Company - Customer Case Study

American Energy Company, a major 150-year-old U.S. utility, needed a communications upgrade to avoid company-wide shutdowns caused by any single system failure. TTEC was brought in to address the challenge of outdated, centralized communications across more than 10,000 employees in dozens of locations, including remote rural sites where cellular service was not viable.

TTEC designed and implemented a decentralized communications infrastructure with a PBX at each site, built-in redundancy, and integration with backup satellite communications and the Avaya Aura platform with Microsoft Lync. The result was a more stable, reliable system with improved call routing, mobility, and collaboration features, plus dramatic uptime gains and seamless operations with no offline time needed.