From impossible to possible: Everise's 60-day CC modernization

Everise selected Orange Business as its trusted partner and solution integrator after a rigorous three-month evaluation period to ensure proven ability to deliver complex transformations to very tight deadlines. Orange Business has a strong reputation for executing similar transformations in the industry, along with deep technical expertise, positioning it as the partner of choice for Everise. By presenting a clear transformation roadmap and technical action plan, Orange Business won Everise’s confidence early in the process. Strong partnerships with preferred OEMs and its “One India Team” collaboration across sales, CX expertise, and presales were also key in spotlighting Orange Business’ agility, expertise, and commitment.

To achieve this, Orange Business initially conducted rapid discovery workshops that showcased its global expertise and successful delivery of similar projects, building confidence early in the engagement. Orange Business experts were also given access to Everise’s operational infrastructure to review its makeup, identify any issues, and determine what could be optimized. It also enabled Orange to gain visibility into the infrastructure, licenses, and support, building a picture of where the gaps were and what was required in the new design. By working closely with OEM partners, Orange aligned with Everise’s preferred technologies and created a detailed transformation roadmap to meet the deadline. Its sales, CX expertise, and presales teams worked closely together, ensuring quick approvals, timely OEM ordering, and centralized project management. This allowed Orange Business to carefully track dependencies, mitigate risks, and provide transparent progress reporting.

Everise already had a Cisco environment, but it was keen to upgrade and expand it. Orange Business deployed Cisco Unified Contact Center Enterprise (UCCE), which streamlined and optimized Everise’s agent operations, significantly improving efficiencies. The UC and CC virtual machines were also migrated to new data centers within the 60-day window, with all data fully copied and tested before being moved to the new servers. This included a cluster expansion, adding new subscriber nodes to existing clusters to scale up the system and improve performance. At the same time, Orange Business executed a seamless migration of 2,000 users from Everise’s legacy Avaya system to Cisco Unified Communications, enhancing analytics, scalability, and employee productivity. Acqueon’s List and Campaign Manager (LCM) dialer was integrated as an advanced management layer for contact list, campaign strategies and multichannel communications. A payment gateway to act as an intermediary between electronic financial transactions and advanced Varint recording systems were also added to capture, store and analyze employee/customer interactions.

The entire deployment was carried out remotely by Orange experts, which accelerated the process and enabled the team to meet the immovable 60-day deadline.