Medical device
company pursues
service excellence.

Software defined network
and unified communications
aid global experience.

Challenge

After its vendor discontinued support, the company’s contact center service quality was at risk. It needed to upgrade connectivity and its communications solutions.

  • Business intelligence was lacking from customer interactions
  • Inbound and outbound calling was difficult to configure
  • Business growth was hindered by complexity and cost

Solution

With the goal of keeping the company’s more than 13,000 employees connected and productive, Verizon added SD WAN and UC&C solutions.

  • Deployed SD WAN for comprehensive use of MPLS and the internet
  • Implemented BroadSoft call center solution with PBX cloud features
  • Integrated Microsoft Skype for Business

 

Outcome

A better network helps the global healthcare company easily collect data across new communications systems to help it improve the customer experience and grow business.

  • Expanded into new markets with SD WAN and cost-effective internet connectivity
  • Applied business intelligence collected from call center activity across the company
  • Gained service flexibility using configurable calling features
  • Improved the customer experience by giving call center agents UC&C tools

How we built the solution.

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