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A leading health solutions provider challenged the Align contact center team to integrate and deploy a multi-vendor telephony solution to several locations throughout the enterprise. They were preparing to implement several new technologies, including a core IP telephony platform, sophisticated multi-channel contact center routing and reporting, interactive voice response applications and a completely new carrier infrastructure to direct customer calls to the new environment.

In order to achieve success, the Align team worked hand-in-hand with our client’s talented and dedicated group of IT professionals. Together, we were able to manage five vendor organizations, each with their own areas of responsibility, and focus on the higher objective of achieving an integrated solution under extremely tight timeframes.

Prior to launching the systems into production, detailed testing was conducted in lab environments to minimize risk and disruption to the business when the systems went live. Migration plans were derived to move the client from the current telephony environment to the new environment, including moving the toll-free numbers. Cutover plans and support details were provided.

The dedication, cohesiveness and commitment to success of the project enabled us to overcome challenges and deploy a solution that positions the client to enhance the customer experience going forward.