{"id":4375,"date":"2023-09-01T10:32:06","date_gmt":"2023-09-01T09:32:06","guid":{"rendered":"https:\/\/avispl.com\/mx\/?post_type=case-study&#038;p=4375"},"modified":"2025-02-04T04:59:08","modified_gmt":"2025-02-04T09:59:08","slug":"zoom-contact-center-delivers-for-avi-spl","status":"publish","type":"case-study","link":"https:\/\/avispl.mx\/en\/resources\/case-studies\/zoom-contact-center-delivers-for-avi-spl\/","title":{"rendered":"Zoom Contact Center brings unity, flexibility, and agility to AVI-SPL global support agents"},"content":{"rendered":"\n<section class=\"hero page-block hero--x-small\">\n    \n                        <div class=\"hero__content\">\n                <div class=\"container\">\n                                                               <h1 data-splitting=\"words\">Zoom Contact Center brings unity, flexibility, and agility to AVI-SPL global support agents<\/h1>\n                    \n                    \n                    \n                    <button class=\"hero__scroll scroll-btn scroll-btn--o scroll-to-main\"\n\t\t\t\t        aria-label=\"Scroll to bottom of the hero section\"\n\t\t\t\t        title=\"Scroll to bottom of the hero section\">\n\t\t\t\t\t    <span class=\"sr-only\">Scroll to bottom of the hero section<\/span>\n\t\t\t\t\t<\/button>\n                <\/div>\n            <\/div>\n            <\/section>\n<div id=\"main-content\"><\/div>\n\n\n\n<section class=\"intro-image-text page-block intro-image-text--sky\" role=\"region\">\n\t<span class=\"intro-image-text__bg\"><span class=\"intro-image-text__bg__inner\"><\/span><\/span>\n\t<div class=\"container\">\n\t\t<div class=\"intro-image-text__image\">\n\t\t    <img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1707\" src=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-scaled.jpg\" class=\"attachment-full size-full\" alt=\"Person with headphones at desk, notebook &amp; tea, on video call. Laptop shows a smiling person.\" srcset=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-scaled.jpg 2560w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-300x200.jpg 300w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-1024x683.jpg 1024w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-768x512.jpg 768w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-1536x1024.jpg 1536w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-2048x1366.jpg 2048w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-125x83.jpg 125w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/>\t\t<\/div>\n\n\t\t<div class=\"intro-image-text__text\">\n                        \t<h3 class=\"h3\">Project overview and goals<\/h3>\n                                    \t<div class=\"body-content\">\n                \t<p>AVI-SPL has global support teams in the U.S., Canada, Mexico, London, Germany, India, and Hong Kong. Each team provides 24\/7 customer support every day. The global support team\u2019s primary cloud calling and contact center platform contract was ending. Due to limited capabilities and platform discontinuation, AVI-SPL needed a new support solution.<\/p>\n<p>AVI-SPL\u2019s global support team, John Bantner,\u00a0<span class=\"TextRun SCXW215897727 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW215897727 BCX0\">AVI-SPL Director of Voice and Contact Center Architecture,<\/span><\/span>\u00a0and Adam Howkins,\u00a0<span class=\"NormalTextRun SCXW215897727 BCX0\" data-ccp-charstyle=\"cf01\" data-ccp-charstyle-defn=\"{&quot;ObjectId&quot;:&quot;835fc28c-4da0-4f47-aa29-45eb9abd66d2|32&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[469775450,&quot;cf01&quot;,201340122,&quot;1&quot;,134233614,&quot;true&quot;,469778129,&quot;cf01&quot;,335572020,&quot;1&quot;,201342448,&quot;1&quot;,469777841,&quot;Segoe UI&quot;,469777842,&quot;Segoe UI&quot;,469777843,&quot;Calibri&quot;,469777844,&quot;Segoe UI&quot;,469769226,&quot;Segoe UI,Calibri&quot;,335551500,&quot;2500134&quot;,268442635,&quot;21&quot;,469778324,&quot;Default Paragraph Font&quot;]}\">S<\/span><span class=\"NormalTextRun SCXW215897727 BCX0\" data-ccp-charstyle=\"cf01\">enior Vice President<\/span><span class=\"NormalTextRun SCXW215897727 BCX0\" data-ccp-charstyle=\"cf01\">, Global Services<\/span><span class=\"NormalTextRun SCXW215897727 BCX0\" data-ccp-charstyle=\"cf01\">,<\/span>\u00a0conducted a platform-needs analysis to determine AVI-SPL\u2019s next platform. The platform had to support a team of customer support agents in seven countries and meet the following metrics for success.<\/p>\n                <\/div>\n                        \n        <\/div>\n\t<\/div>\n<\/section>\n\n\n\n<section    class=\"image-text-columns page-block\"\n    role=\"region\"\n    aria-labelledby=\"image-text-columns-heading\">\n\n\t<div class=\"container\">\n        \n        <div class=\"image-text-columns__image\">\n\t\t    <img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1707\" src=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-scaled.jpg\" class=\"attachment-full size-full\" alt=\"Person on video call with laptop, headphones on. Screen shows another person. Table has tea and a notebook.\" srcset=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-scaled.jpg 2560w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-300x200.jpg 300w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-1024x683.jpg 1024w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-768x512.jpg 768w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-1536x1024.jpg 1536w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-2048x1366.jpg 2048w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_4-scaled-1-1-125x83.jpg 125w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/>\t\t<\/div>\n\n\n                    <div class=\"image-text-columns__cols\">\n                                    <div class=\"text-col\">\n                        <h4 class=\"h6\">Organization<br \/>\r\n<\/h4>\n                        <p><p>AVI-SPL<\/p>\n<\/p>\n                    <\/div>\n                                    <div class=\"text-col\">\n                        <h4 class=\"h6\">Location<\/h4>\n                        <p><p>Global<\/p>\n<\/p>\n                    <\/div>\n                                    <div class=\"text-col\">\n                        <h4 class=\"h6\">Market<\/h4>\n                        <p><p>Technology<\/p>\n<\/p>\n                    <\/div>\n                                    <div class=\"text-col\">\n                        <h4 class=\"h6\">Solutions<\/h4>\n                        <p><p>Zoom Contact Center<\/p>\n<\/p>\n                    <\/div>\n                            <\/div>\n        \t<\/div>\n<\/section>\n\n\n\n<section class=\"content page-block page-block--padding-no-top\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"body-content\">\n\t\t\t<h3>Simple, meaningful support at a lower cost<\/h3>\n<p>AVI-SPL had very specific current and future cloud contact center criteria. New platform capabilities had to allow AVI-SPL support personnel to solve customer challenges easily.<\/p>\n<p>Requirements included but were not limited to\u00a0<strong><em>active switching between customers, easy problem tracking, intelligent call routing, skills-based routing, present or absent supervisor agent state force change, IVR, GDPR, PCI, screen pop ServiceNow and interaction data, stability, analytics, audio and video recording,\u00a0<\/em><\/strong>and<strong><em>\u00a0ability to transfer to Microsoft Teams via PSTN\/directory.<\/em><\/strong><\/p>\n<p>Ease of use and integration were essential requirements for AVI-SPL. But the solution also had to be cost-effective.<\/p>\n<h3>A true partner with room for growth<\/h3>\n<p>Stationed worldwide, the team required ease of use in platform capabilities and a trustworthy platform partnership.<\/p>\n<p>\u201cWe were looking for a couple of things; first and foremost was a partner. With our previous platform, we felt we had a partner. And as soon as we came on board, that partnership went away. So, whomever we selected as our next partner, we wanted a true partnership.\u201d \u2013 Phil Caiazzo, AVI-SPL Vice President of Global Support Services.<\/p>\n<p>AVI-SPL also sought a partner with room to grow with their team and its future needs, like\u00a0<strong><em>email routing, SMS messaging, automated and agent-based chat, self-service, screen recording, WFM,<\/em><\/strong>\u00a0and\u00a0<strong><em>Knowledgebase<\/em><\/strong>.<\/p>\n<p>The AVI-SPL team researched and provided suggestions for possible contact center platform replacements.<\/p>\n<p>\u201cI was able to go research through the different CCaaS providers that (AVI-SPL) saw customers use in the market. I was looking for platforms that had potential fit based on those variables.\u201d \u2013 John Bantner, AVI-SPL Director of Voice and Contact Center Architecture.<\/p>\n<h3>Solution \u2013 Zoom Contact Center: A centralized and streamlined support experience<\/h3>\n<p>After reviewing five Contact Center as a Service (CCaaS) solutions, AVI-SPL\u2019s global support team selected Zoom Contact Center as its new platform.<\/p>\n<p>Zoom Contact Center offered a single portal interface. The single-view application made it easy for AVI-SPL customer agents to find, assess, and solve customer challenges quickly and easily.<\/p>\n<p>And supervisors can explore more as needed, including live views of call queues, the associated agent, and access to call recordings.<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\n\n<section class=\"image-text-new page-block image-text-new--sm image-text-new--r image-text-new--dark\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"image-text-new__image\">\n\t\t\t\t\t\t\t<div class=\"image-text-new__image__wrap\">\n\t\t\t\t    <img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1707\" src=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_6-scaled-1-scaled.jpg\" class=\"attachment-full size-full\" alt=\"Dark-haired person with glasses uses laptop, viewing software list; notebook and pen on wooden desk; room lit by natural light.\" srcset=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_6-scaled-1-scaled.jpg 2560w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_6-scaled-1-300x200.jpg 300w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_6-scaled-1-1024x683.jpg 1024w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_6-scaled-1-768x512.jpg 768w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_6-scaled-1-1536x1024.jpg 1536w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_6-scaled-1-2048x1366.jpg 2048w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_6-scaled-1-125x83.jpg 125w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"image-text-new__text\">\n                                    \t<div class=\"body-content\">\n                \t<p><strong>With Zoom Contact Center, customer agents and supervisors have the same visual access to customer information.<\/strong><\/p>\n<p>Zoom\u2019s software and these AV solutions ensured ease of use and a quality voice calling experience. Customer agents can join Zoom Contact Center with virtually any microphone, headset, and camera, including Logitech, Poly, and Sennheiser systems.<\/p>\n<p>\u201cZoom also had a unique component. It wasn\u2019t video-first. But it had an embedded video solution as it relates to the contact center, which aligned with our total corporate story.\u201d \u2013 John Bantner, AVI-SPL Director of Voice and Contact Center Architecture.<\/p>\n<p>In addition to a centralized and streamlined user experience, Zoom Contact Center made it easy for AVI-SPL customer agents to connect from anywhere.<\/p>\n                <\/div>\n                                            <\/div>\n\t<\/div>\n<\/section>\n\n\n\n<section class=\"content page-block\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"body-content\">\n\t\t\t<h3>Implementation: AVI-SPL Professional Services<\/h3>\n<p>As a Zoom partner, AVI-SPL enlisted its Zoom-certified professional services team. John Bantner consulted with AVI-SPL\u2019s Director of UCC Engineering, Jason Gaspardo, on a quick yet quality implementation process.<\/p>\n<p><strong>Planning<\/strong><\/p>\n<p>The professional services team worked with Phil Caiazzo and his global support team to understand team needs. From there, Gaspardo\u2019s team worked with Zoom to develop a systematic approach to ensure each platform installation requirement was met.<\/p>\n<p><strong>Anticipation<\/strong><\/p>\n<p>Knowing their organization, its global footprint, end-user requirements, and being certified Zoom platform experts, AVI-SPL professional services engineers were able to anticipate and solve most integration challenges.<\/p>\n<p>When challenges did occur, the team had a partner in Zoom with whom to communicate and collaborate throughout the process.<\/p>\n<p><strong>Communication<\/strong><\/p>\n<p>From client applications to call routing challenges to feature requests, AVI-SPL engineers had to effectively communicate end-user needs to Zoom representatives to ensure a smooth installation process.<\/p>\n<p>In addition to implementation, Gaspardo\u2019s professional services team partnered with AVI-SPL\u2019s human resources team to provide Zoom Contact Center training services. Training ensured AVI-SPL agents quickly transitioned from their previous platform and could get up to speed faster.<\/p>\n<h3>Results<\/h3>\n<p><strong>Support flexibility and agility<\/strong><\/p>\n<p>Since the adoption of Zoom Contact Center, AVI-SPL\u2019s global support team has streamlined processes and enhanced the AVI-SPL customer support experience, including:<\/p>\n<ul>\n<li>Agent support request routing and reduced request queues.<\/li>\n<li>Anywhere cloud calling and contact center agent access<\/li>\n<li>Supervisor observation and request optimization<\/li>\n<\/ul>\n<p>AVI-SPL agents can also connect to their contact center portal via Zoom Phone and Meetings for simple user and supervisor communication.<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\n\n<section class=\"image-text-new page-block image-text-new--sm image-text-new--r image-text-new--dark\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"image-text-new__image\">\n\t\t\t\t\t\t\t<div class=\"image-text-new__image__wrap\">\n\t\t\t\t    <img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1431\" src=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_5-scaled-1-scaled.jpg\" class=\"attachment-full size-full\" alt=\"Person in blue shirt, focused, typing on laptop with data analytics graphs. Books stacked in background, wearing a watch.\" srcset=\"https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_5-scaled-1-scaled.jpg 2560w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_5-scaled-1-300x168.jpg 300w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_5-scaled-1-1024x572.jpg 1024w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_5-scaled-1-768x429.jpg 768w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_5-scaled-1-1536x858.jpg 1536w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_5-scaled-1-2048x1144.jpg 2048w, https:\/\/avispl.mx\/wp-content\/uploads\/sites\/10\/2025\/01\/stock-CC_Experiences_5-scaled-1-125x70.jpg 125w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"image-text-new__text\">\n                        \t<h3 class=\"h3\">Zoom Contact Center: A centralized and streamlined support experience<\/h3>\n                                    \t<div class=\"body-content\">\n                \t<p>And each call or connection features real-time voice, video, and SMS text analytics.<br \/>\nZoom Contact Center now allows AVI-SPL to be available 24\/7 via a single centralized platform. Teams can access, monitor, and manage requests faster, anytime, and anywhere.<\/p>\n                <\/div>\n                                            <\/div>\n\t<\/div>\n<\/section>\n\n\n\n<section class=\"content page-block\" role=\"region\">\n\t<div class=\"container\">\n\t\t<div class=\"body-content\">\n\t\t\t<p><strong>Reduced cost<\/strong><\/p>\n<p>In addition to simplified and unified processes, better user experience, and flexibility in where and how AVI-SPL\u2019s support agents work, transitioning to Zoom Contact Center gave AVI-SPL an estimated $70,000+ annual savings.<\/p>\n<p><strong>A partnership based on growth<\/strong><\/p>\n<p>With additional upgrades coming to Zoom Contact Center, AVI-SPL can continue to work with Zoom to enhance its global support and maintenance offerings at their desired pace.<\/p>\n<p>\u201cWe\u2019re working on introducing a chat option to allow our customers to interact with a support agent. We\u2019ll integrate another medium into their environment to collaborate with us. Once we roll the chat feature out, that will give Zoom another option to coordinate with my team.\u201d \u2013 Phil Caiazzo, AVI-SPL Vice President of Global Support Services.<\/p>\n<p>\u201cAs the largest provider of AV and UC solutions in the industry, embracing another leader in the UC space gives us much better alignment with them. And from a partnership perspective, this gives us both even greater opportunities and puts us into better positions for the future.\u201d \u2013 Derrick Kelly, AVI-SPL Vice President of Solutions Enablement.<\/p>\n<p>Because AVI-SPL is a Zoom partner, its voice cloud calling service experts have significant Zoom platform expertise. And they are ready to help you introduce, integrate, or iterate on your\u00a0<a href=\"https:\/\/avispl.mx\/solutions\/voice-cloud-calling\/\">cloud calling and contact center solutions<\/a>.<\/p>\n<p>If you would like to know more about our cloud-calling and contact center design, integration, and management capabilities,\u00a0<a href=\"https:\/\/avispl.mx\/solutions\/voice-cloud-calling\/\">let\u2019s talk<\/a>.<\/p>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n","protected":false},"featured_media":4395,"template":"","class_list":["post-4375","case-study","type-case-study","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Zoom Contact Center delivers for AVI-SPL global support<\/title>\n<meta name=\"description\" content=\"AVI-SPL partners with Zoom to simplify, elevate, and reduce the cost of AVI-SPL global support practices. 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