Challenge
Qwest is a Tier-1 ILEC in the USA, with a full suite of wire-line services to the residential and enterprise markets. Qwest already offered managed IP-PBX to large enterprise and federal customers nationwide, but they were experiencing high operating costs, scaling issues and limitations to adding new UC services. They also lacked multi-tenant capability and we not able to offer a web-based management portal. Additionally, Qwest required a solution to tie their hosted contact center into the managed IP-PBX offer, plus they needed to migrate their Centrex customers, and also integrate their BSS/OSS for billing, customer service, tech support and trouble ticketing.
Solution
Qwest selected the Cisco HUCS architecture to support its managed IP-PBX service offering, which includes the VOSS integrated management platform. This solution specifically meets Qwest's requirement to support multiple instances of large scale, dedicated, multi-cluster enterprises, many of whom also need a multi-tenant capability.
Phase 1 included a reference system and phase 2 a deployment to 20,000 education users, with phase 3 servicing 70,000 users in the federal space. Special requirements included supporting multi-vendor UC applications.
Benefits
VOSS empowers Qwest with all the advantages of the Cisco, carrier-grade HUCS platform to deliver advanced UC services to large scale enterprises, each with their own complex requirements.
VOSS provides Qwest with a single, integrated management system to manage all their customers, infrastructure and resources from one central portal, which reduces operating costs and imposes a standard, repeatable, business process on the Clients business. New customers are able to be added quicker and at a lower acquisition cost.
VOSS enables Qwest to provide its customers with secure, remote administration and self-care capabilities through a communications portal, which greatly improves customer satisfaction.