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Re-engineered Voice Service Delivery
  • Large multi-national company had:
    • Multiple, unconnected PABX systems
    • Disproportionate headcount and resources devoted to voice support
    • Limited functionality and no "global presence"
    • Rapidly escalating mobile phone costs
Project Objectives
  • Provide global on-net dialing capabilities for all internal facilities
  • Cut support costs while maintaining/improving services
  • Develop new mobile phone strategy and contract with service providers as required to reign in costs
  • Provide additional services such as voicemail and call tracking
  • Designed and implemented on-net dialing plan
  • Outsourced PABX support services
  • Integrated voice support requests into existing computer help desk service
  • Decreased internal voice support costs by 30%
  • Implemented on-net short digit dialing plan for all global facilities
  • Outsourced voice support to local providers that could respond more quickly to problems with more proficient support team thereby eliminating specialized non-core support headcount and lowering overall costs
  • Improved adds/moves/changes/trouble support by decreasing MTR (mean time to repair)
  • Negotiated new mobile phone contracts and consolidated existing services to optimize volume discounts
  • Developed and implemented new policies and procedures to reduce mobile phone usage costs

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