Case Study: AVI-SPL achieves greater efficiency and cost savings with Zoom Video Communications

How one global cloud communications and audio-visual technology provider found the support they needed from Zoom to power a contact center team of 200 across seven countries

AVI-SPL, a global cloud communications and AV technology provider, needed a simpler way to manage a fragmented phone environment across multiple regions while supporting a 200-person contact center in seven countries. The company wanted to consolidate providers, reduce billing and admin complexity, and ensure its system could integrate with Microsoft Teams through direct routing, using Zoom Contact Center and Zoom Phone.

Zoom Video Communications implemented Zoom Contact Center and Zoom Phone to create a more unified communications setup with Microsoft Teams integration. The results included 10% less time spent diagnosing and solving issues through video-enabled calls, a 5% increase in NPS, and $70,000 in annual savings from moving the support team to Zoom Contact Center, while also making call resolution faster and management simpler.

AVI-SPL

Derrick Kelly

VP of Solutions Enablement