Communications

CLIENT: The company has been in the communications business for over 125 years. Today, they are global leaders in the fields of local, long distance, Internet, and transaction-based voice and data services.

SCOPE: Our client needed a partner for their Large Business Switch Ordering Program. This service deals with multi-million dollar large business customers with dedicated agents and non-dedicated (or pooled) offerings. A multitude of complex systems and applications were needed to facilitate the orders which may come in through phone, email or automated work lists.

RESULT: As a result of high quality, consistent service provided to the client on other programs, Aegis continued to be sole vendor of choice for this program as well. Aegis handled 100% of the switched order voice ordering processes handled by our agents and expedited a ramp process to ensure that the client’s transition of accounts fit within each company’s time line. Our sub-teams stabilized the operational function of the program and we exceeded client expectations even more by continuing to submit business improvement ideas throughout the year. At least four of these ideas have been implemented increasing existing program and operational improvements.