For a company with the image and impeccable customer services of IBM, then, contact centre downtime is simply unthinkable. Supporting 600 agents, its Avaya Call Center in Madrid offered a continuous 24/7 customer service experience. The challenge was to move an Avaya Call Center to an alternative site 50km away from the original location without any service disruption. To ensure business continuity, IBM Spain hired the core elements of an Avaya DEFINITY Enterprise Communications Server (ECS) - a Processor Port Network (PPN) and an Expansion Port Network (EPN). This equipment sat at its headquarters and kept the contact centre services going while, the Avaya team installed the original call centre at the new location. The move took just one month.
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