Transforming fragmented UC, CC, and network ecosystems amid limited visibility, and execution timelines
Following a recent business transition, Everise set out to modernize its technology landscape by integrating contact center and unified communications platforms and transitioning them to a new data center within a defined timeline.
This large-scale, business-critical initiative required seamless integration, enhanced security, and a scalable, resilient infrastructure—while ensuring continuity of operations and alignment across global teams.
Building a digital-ready workplace with modern UC and contact centers
Accelerated IT infrastructure modernization
Everise, a global customer experience transformation leader with strong operations globally, specializes in contact center solutions, BPO, and technology-driven customer engagement.
As part of its growth strategy, the company had recently made several strategic acquisitions integrating them into its core operations to drive continuity and scale.
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 global collaboration across sales, CX expertise, and presales were also key in spotlighting Orange Business’ agility, expertise, and commitment.
Optimizing and Enhancing Everise’s Agent Operations
An agile, coordinated approach was used to enable a seamless transition to the new data center while meeting key timelines and ensuring business continuity.
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.
Ensuring business continuity during the rapid platform migration
Orange Business drew up a modernization plan that met Everise's cross-regional alignment requirements.
Everise already had a existing Cisco environment, and was keen to opt for Managed Services to support its business operations as per the growing business requirements. 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 critical timelines 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.
The LCM Aquion dialer, payment gateway, and Verint recording systems were also seamlessly integrated.
The entire deployment was carried out remotely by Orange experts, which accelerated the process and enabled the team to meet the critical deadlines.
Shaping the future of Everise's communications
Orange Business has provided Everise - a fully managed, future-ready digital workplace through a unified communications platformenabling seamless collaboration.
By rightsizing the contact center infrastructure, Everise has benefited from cost savings and resource efficiency, optimizing the solution for 4,000 agents, with the option to scale up during peak periods, rather than the 12,000-user solution it had inherited through acquisition and its own solution. At the same time, it now has a centralized view of its environment concerning licenses, upgrades and solution management, improving overall efficiencies.
Orange Business will continue to help Everise evolve its unified communications platform with future-ready, cloud-first architectures.
Seamless integration produces results
12,000 to 4,000
Contact Center optimization
60 days
Tight deadline to migrate to a new data center
The entire deployment was carried out remotely by Orange experts, which sped up the process and enabled the team to hit the critical deadline.
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