Global Beverage Company Migrates to Cloud-Based Collaboration
A major global beverage conglomerate recently embarked on a transformative journey to modernise its communication systems. With the help of CallTower and CDW, the company successfully transitioned from an on-premises legacy phone system to a cloud-based solution, using a strategic and phased approach known as the Crawl-Walk-Run Transition Strategy.
The Challenge
The conglomerate, with 9,000 users across 300 corporate and manufacturing offices on four continents, faced a monumental task:
- Transitioning from a fragmented, on-premises legacy phone system to a unified, cloud-based solution.
- Consolidating a massive network of international carriers into a single, future-proofed system.
- Managing the complexities of a large-scale contact centre system while ensuring seamless global communication.
Recognizing the scale and complexity of the project, the conglomerate issued a Request for Proposal (RFP) to several carriers. CDW was the only Value Added Reseller (VAR) to respond, bringing CallTower on board as the solution provider.
The Solution
To ensure a smooth and risk-free transition, CDW and CallTower proposed a Crawl-Walk-Run Transition Strategy:
- Crawl: Begin with smaller, incremental transitions to Cisco Webex Calling, allowing the conglomerate to test and adapt the system.
- Walk: Gradually expand the rollout to additional offices and users, addressing any challenges along the way.
- Run: Complete the full transition to the cloud, ensuring all systems are consolidated and future-proofed.
Key Features of the Solution
- Webex Contact centre: A global market-leading solution offering:
- Improved customer experiences.
- A customizable platform.
- An intuitive agent interface.
- Simple integration and flexibility.
- Flexible Options: CallTower provided additional features to ease the transition, including:
- Microsoft Teams integrations.
- SIP migrations and concurrent call path licencing.
- Traditional SIP services to replace expensive MPLS circuits.
- Expert Support: CallTower’s experienced Porting and Project Management teams ensured a seamless transition.
By consolidating the conglomerate’s existing systems into a single network, CallTower and CDW delivered a solution that was not only efficient but also scalable for future needs.
The Results
The partnership between CallTower and CDW delivered significant benefits for the global beverage conglomerate:
1. Cost Savings
- Consolidating the company’s global telephony and infrastructure resulted in substantial cost reductions.
- Moving away from expensive MPLS circuits further reduced expenses.
2. Seamless Transition
- The phased Crawl-Walk-Run approach allowed the conglomerate to transition at its own pace, avoiding technical, billing, or adoption issues.
3. Improved Collaboration
- Users now enjoy an intuitive system that enhances collaboration and customer interactions.
4. Future-Proof Communication
- The system is designed for flexibility, allowing ported numbers to transition to other solutions, such as Microsoft Teams, without additional porting or heavy lifting.
About CallTower
CallTower is your trusted partner for seamless, intelligent communication solutions. We specialise in:
- Unified Communications as a Service (UCaaS).
- Contact Center as a Service (CCaaS).
- Conversational AI (CAI) technologies.
- End-to-end professional and managed services.
Our innovative and scalable solutions are designed to:
- Streamline workflows.
- Optimize IT infrastructure.
- Empower businesses to connect, collaborate, and grow with ease.
At CallTower, we redefine communication by combining innovation and expertise to drive meaningful connexions and lasting success.
