Our engagement with this client started in 2013. We successfully completed the migration of their legacy UC/CC platform, transitioning 8,000 UC users and 130 CC agents while ensuring many critical extensions remain operational throughout the cutover
Since then, we have continued to support their growth, delivering UC and CC innovation and expansions across two new buildings, supporting 1,200 users each. This growth included customized enhancements tailored to address their evolving needs and pain points
In collaboration with Avaya, we also upgraded the hardware servers and updated the Avaya Aura applications to the latest software versions. A carefully planned, multi-phase approach was adopted to minimize downtime and ensure business continuity without disruption to users
Prior to 2014, this client operated on a legacy telephony system that could no longer keep pace with the demands of modern healthcare communications. Deploying and maintaining multiple standalone contact centre systems for each institution was costly, resource-intensive, and unable to scale across the network
A consolidated contact centre platform powered by Avaya Campus Telephony System was deployed. This is built on a unified foundation where contact centre modules are deployed once and shared seamlessly across all institutions. The result is a solution that delivers measurable value, lowering cost, reducing complexity, minimizing hardware and energy footprint, while dramatically accelerating the adoption of new capabilities. The total agent size for the contact centre is 125 agents
It is a milestone in healthcare communications, ensuring patients experience faster, smarter, and more connected engagement for years to come
The client experienced a siloed operating environment, where reports and dashboards were fragmented across various web portals. Leveraging on Zoom Customer Experience Omnichannel CC, agents gained a single pane of glass to handle multiple interactions. This allows for personalised customer journey, accelerates training, driving higher efficiency and satisfaction
By standardized the two highest-volume channels i.e. Voice and email, it enabled immediate and measurable gains in efficiency. This also ensures consistent quality control and auditability for all critical customer communications
The embedded Zoom CX platform has Unified Reporting & Dashboard that provides instant, comprehensive insights across all channels from one source. This enables data-driven decisions on staffing, process optimization, and service trends, leading to faster business reactions and measurable ROI
Zoom CX platform is embedded with AI capabilities such as AI companion, AI summary, Sentiment and Predictive Analytics allowing contact centre to improve the overall customer satisfaction
The client aims to achieve integrated personalized guest experience by connecting all guest interactions across digital and physical touchpoints. At the same time, they seek to establish a centralized customer service model that consolidates all communication channels and service teams into a single, unified platform enhancing operations efficiency by providing faster and consistent service
In collaboration with Mitel, we delivered the on-premises Mitel Telephony and Hospitality platform, a unified and integrated communication ecosystem across the entire property
With Mitel UC, it supported over 100 guest rooms with 300 Analog phones and 150 IP phones in premium rooms/suites for difference guest experience. In addition, back-office staff are equipped with a combination of analog and IP phones, supported by wireless Mitel devices for enhanced mobility in high-traffic areas like restaurants
To address the centralized customer service, Mitel Contact Center enables support operations providing an efficient help desk management. Call Recording for compliance and quality assurance, and a tight integration with the property management system (PMS), which together deliver an overall better solution by streamlining operations and improving service delivery. The deployment ensures a single-vendor, fully featured communication infrastructure that supports both front-of-house guest services and back-of-house business continuity.
The client was operating on an older version of the Avaya telephony system, one that had grown cumbersome to manage, required tedious administrative work across multiple modules, and could no longer expand to meet the demands of a modern, remote-ready workforce
The solution was a full upgrade to the latest Avaya platform, bringing them the advantages of virtualization and centralized administration. What was once a time-consuming process was now streamlined with faster and more consistent turnaround for everyday management
Beyond operational efficiency, the upgraded system has also been positioned to enable softphones deployment for remote staff and easier seamless integration with backend systems when needed
This collaboration highlights how modernization is not just about new features, but about building a foundation that is simpler, more agile and future-proofing the investment for tomorrow