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Changing platforms to consolidate systems with TTEC Digital
Time to Read
1 minute
Published
- Industry
- Technology
- Services Provided
- Artificial intelligence
- CX strategy & design
- Contact center technology
- Company Size
- 3,000+
- Region
- Global
The challenge
After several integrations and company mergers, a global cybersecurity firm needed to consolidate multiple telephony systems, carriers, chat systems, workforce management systems, contact flows, and AI automations across multiple brands. They also had a fixed deadline: they needed to migrate their contact center within five months to avoid punitive expenses.
The solution
The firm decided to find a partner that had experience with migrating enterprise contact centers from their current platform, as well as expertise with implementing the Google CCAI platform. TTEC Digital was recommended by Google, and guided this global cybersecurity firm through their migration.
The result
The implementation included over 7,000 domestic and international phone numbers, 300-plus call flows, 2,000-plus agents, multiple carriers, 10 plus delivery locations, and 21 languages. Given the firm’s need to be live on CCAI Platform in five months, TTEC Digital had to work around the clock to expedite an original scope that spanned eight months.
“Across all of our brands, we have experienced multiple telephony, chat, and CRM providers. We have experience with every type of contact center environment: on-prem, Infrastructure as a Service, Platform as a Service, Software as a Service. We’ve tried them all. Based on our experience, migrating just one single voice platform takes anywhere between seven months to one year—and that’s provided that you have a seasoned crew. With previous migrations, this would have taken approximately two years.”Senior Director of Engineering, Global Cybersecurity Firm
- Industry
- Technology
- Services Provided
- Artificial intelligence
- CX strategy & design
- Contact center technology
- Company Size
- 3,000+
- Region
- Global
