Transcom Centralizes & Scales Global Contact Center and Innovates for Omnichannel Service with Avaya

PRESS RELEASE: Avaya announced that Transcom, a global business process outsourcer (BPO), has upgraded its large, multinational contact center operation, building on Avaya Customer Engagement Solutions to drive rapid innovation and help the company advance to digital, omnichannel services.

All of Transcom’s 52 contact centers around the world are equipped with Avaya solutions. Its largest operation is in Europe, where the company’s data center in the Netherlands serves 40 locations and clients in 16 countries, handling calls in all European languages.

The company needed to bring together a highly fragmented infrastructure, provide new functionality and pave the way for the future. To do so, Transcom centralized and consolidated operations, building a private cloud to bring greater scale and flexibility across all sites.

Today, Transcom’s operation is significantly streamlined with a centralized, highly redundant configuration that enables seamless support around the globe. Stability is high and costs are reduced while new sites are on-boarded quickly and easily.

Avaya Customer Engagement Solutions provide the company with the infrastructure to move forward with omnichannel capabilities. Transcom is evaluating Avaya Breeze for a major role as a multichannel contact workflow automation vehicle to provide smart, multichannel solutions that can be easily integrated. In addition, Avaya Breeze can enable Transcom to easily create custom solutions for regional and global clientele.

DatapointEurope and SPS, the key Avaya channel partners in this project, worked very closely with the architects of Transcom to set up this business-critical system.

“We are moving to omnichannel support with chat, email, and WebRTC, and using, for example, Avaya Breeze. If you look at the digital transformation, you see that a significant percentage of contact is already digital and that is only going to grow. When prospective clients call, they have already looked for a solution, but they have not found it. So then a conversation becomes more complex or deeper, and therefore more valuable. You can proactively respond by being able to bring out in advance what information the customer has looked through, what channels and what other data.” Sytze Koopmans, CTO at Transcom