VOSS Solutions

CenturyLink

Challenge

Before Qwest was acquired by CenturyLink, it offered a full suite of wireline services to the residential and enterprise markets.

The company already had a managed IP-PBX offering for large enterprise and federal customers nationwide, but they were experiencing high operating costs, scaling issues and limitations in adding new collaboration services. They also lacked multi-tenant capability and were not able to offer a web-based management portal.

Also, 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 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 VOSS as the integrated fulfillment management platform.

Now that Qwest is part of CenturyLink, the VOSS solution specifically meets the company's requirement to support multiple instances of large scale, dedicated, multi-cluster enterprises, many of which also need a multi-tenant capability.

Phase 1 included a reference system and phase 2 a deployment to 20,000 education users.

Special requirements included supporting multi-vendor collaboration services.

Benefits

VOSS gives CenturyLink all the advantages of the Cisco, carrier-grade HUCS platform to deliver advanced collaboration services to large scale enterprises, each with their own complex requirements.

VOSS provides CenturyLink with a single, integrated management system to manage all their customers, infrastructure and resources from a single point of control, which reduces operating costs and imposes standard, repeatable processes on CenturyLink's business. New customers are able to be added quicker and at a lower acquisition cost.

VOSS enables CenturyLink to provide its customers with secure, remote administration and self-service capabilities through a communications portal, which greatly improves customer satisfaction.

Further Reading