Industry

Ecommerce

Technologies

Genesis | Avaya Aura communication Manager | Voice Mail Systems | Meet me Conference | Avaya Session Manager | Avaya System Manager | Audio Codes G860 Gateways | ACME Session Border Controller | CMS-Call Management System, IP/SIP Endpoints | eCAS

Client

The client is a well-established Flowers & Gift services company with over 35 years of industry experience. They are recognized for their strong eCommerce presence and award-winning mobile site. The business operates a major Service Center in New York and manages a large virtual call center supported by home-based agents across multiple US locations. With franchise stores in major cities like New York, Los Angeles, Chicago, San Francisco, San Diego, San Antonio, Phoenix, and Arlington, the company continues to expand through multiple acquisitions and strategic partnerships.

Challenges

The client was facing several communication and support management challenges that needed an expert, centralized approach.

Multiple UC and VOIP systems were managed by different vendors

No single point of ownership for issues, causing delays and confusion

24×7 support requirement for internal teams and remote agents

Difficulty managing internal/external tickets with service providers and vendors

Need for a scalable communication setup to support a distributed workforce

Solution Provided

Synoverge delivered a unified, end-to-end managed service model to streamline and enhance the client’s communication ecosystem.

Centralized, single-vendor support for the entire VOIP and UC infrastructure

Full management of Avaya-based IP telephony and other UC platforms

24×7 availability of Avaya-certified professionals

Single administrative view to manage multiple locations with 99% uptime

Migration support from legacy systems to a Unified Communication framework

Customized configuration for business communication applications

Global support to build reliable and resilient voice networks

Results

The engagement delivered measurable improvements in performance, user experience, and operational efficiency.

Enhanced system visibility through a fully customized single-view management approach

Reduced downtime, improving customer service and internal operations

Higher agent productivity due to consistent, reliable communication systems

Faster issue resolution with clear ownership and centralized support

Stronger scalability and business continuity across multiple US regions

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