Case Study: Avaya Communication Manager for Spark Response
Spark Response – a specialist Tyne & Wear based provider of contact centre and fulfilment services - needed to upgrade to a more flexible and reliable telephony platform without incurring excessive expenditure and disrupting its operations.
To address this challenge, the outsourcing specialist enlisted the help of contact centre experts Sabio, to deploy an Avaya Communication Manager platform to ensure a stable and future-proof communications infrastructure.
BUSINESS CHALLENGE
Spark Response’s main business activity centres on its 100 seat contact centre in Tyne&Wear. As an outsourced contact centre and fulfilment services provider, the company’s call centre infrastructure needs to be robust and cost-efficient.
The company successfully used an ACD for seven years but it was rapidly approaching end of life and support was due to be withdrawn. This would expose the company to several single points of technical failure - creating too high a risk for an outsourcer to carry.
Spark Response sought a partner to help resolve this issue within a defined budget. It was also important to minimise migration downtime for key customers such as Toys R Us, Cancer Research UK, Red Direct, FitFlop and Soap & Glory.
SABIO SOLUTION
Spark Response engaged Sabio, already a valued support partner, to plan and implement a communications upgrade programme based around Avaya’s Communication Manager 5 technology.
The implementation was planned in partnership with Spark Response to ensure minimal disruption to the business and no interruptions in service for the company’s expanding customer base.
Sabio’s consultancy and implementation capabilities were selected on the strength of its Avaya expertise and ability to optimise Spark Response’s planned expenditure. Key to the project’s success would be Sabio’s ability to maximise the use of Spark Response’s existing technology and solutions wherever possible.
RESULTS DELIVERED
As a result of working with Sabio, Spark Response now has a reliable and robust contact centre technology platform in place.
The deployment of the Avaya Communication Manager platform was completed on-time, within budget and with no disruption to the high standard of service delivered to Spark Response customers.
Spark Response now has a future-proof communications technology platform in place that it can easily extend with additional functionality as it continues to add new customers and contracts to its business. The new Sabio solution will also support Spark Response in its goal to achieve £5 million additional revenues by 2015.
