Cloud Enabled Growth

Backround

The client has seen phenomenal growth and expansion in recent years, through acquisitions in the UK and internationally. During that time, a number of upgrades to its systems have been delivered by FourNet with new applications and users added. The company's acquisitions meant that various disparate systems were in operation across its global offices, and they wanted them all brought under one solution in a global cloud strategy.

Challenges

Because of the Group's rapid expansion and multi-country locations, new employees were joining all the time, with training required on legacy systems and applications. The global cloud strategy meant training was also required on the new system in that location. In some offices, due to acquisitions, several different systems and hardware were in use at the same time. Offices and departments required varying degrees of IT and contact centre functionality - some were used to phones on desks, others more used to softphones, a switch which required a change in office culture. Because of the pandemic, remote training was also necessary.

Solution

To complement the client's global IT policies on infrastructure and devices, FourNet delivered an innovative hybrid global unified communications cloud solution based on Avaya Cloud Office (ACO). The first 180 users were added in the US, UK and Ireland, in December 2020, with over 900 global users on ACO since. Some of the client's offices are continuing on Avaya Aura to maximise that investment over the coming years. All global offices will eventually be moved onto ACO. Because some locations didn't require largescale contact centre solutions, a range of options - from 'Contact Centre lite' to Contact Centre Enterprise' - are being delivered across the group's offices, based on staffing requirements.