CASE STUDIES

Industry: Financial Services

Bluewave Services: Strategic Sourcing

Company Profile

As a financial services provider, our client was seeking to eliminate the burden of supporting a global telecommunications infrastructure. They were frustrated with the excessive annual increases in software maintenance and capital expenditure required to maintain the premises-based Cisco Call Manager platform.

CHALLENGE:

After evaluating communication solutions over several months, an expense management company was seeking a better approach to procuring a cloud-based, unified communications and contact center solution. The challenge was narrowing the number of solution providers in a very crowded marketplace and selecting the right solution in a timely manner.

SOLUTION

They sought to consolidate the ecosystem of vendors required to support the current platform into a much simpler, managed service model. The model would simplify the security and regulatory compliance issues, all while delivering an enhanced customer experience expected from a modern contact center and collaboration platform.

Bluewave, with its knowledge of the marketplace, was able to assist the team with defining business requirements documentation and solicit proposals from a much narrower group of solutions providers capable of rolling out a solution to 800 users over several operating units on a global basis. After narrowing the potential solution providers down to two finalists, they selected a solution from Fuze and Nice InContact and executed the agreement in August of 2019. Our client went live globally in November of the same year, in advance of the Thanksgiving Holiday.

To ensure a smooth transition and enhanced user adoption, we were engaged to work one-on-one training key executive employees. The client is reaping the rewards of their decision to move to a cloud-based communications platform. The features and functionality far exceed that of the previous platform. Cost associated with the platform are also more predictable.

RESULTS

Their new platform expands and contracts with changes to the business without large capital investments. Users communicate globally on the same platform, with a common communications and collaboration toolset. They have greatly increased business continuity by being able to shift communications away from facilities experiencing weather challenges and allowing employees to work remotely.