Replacing aging on-prem Avaya with cloud CCaaS and native AI, without losing the human touch.
70%
Reduction in supervisor workload via AI call evaluations
2,000+
Agents the platform scales to, up from 1,200
985
Consulting hours at no cost
The situation
Following a three-PE-firm co-sponsored transaction and a successful voice transformation, this medical supplies manufacturer's contact center was still running on aging on-prem Avaya infrastructure, with costly bolt-ons and a shrinking pool of admin talent who knew how to keep it running.
Why this was hard without help
A platform this size can't be replaced casually: 1,200+ agents across 100+ locations, real compliance stakes, and a leadership team that needed to see AI create real value before committing budget to a per-agent cost increase. Trust had to be built division by division, not mandated top-down.
What Resourcive brought
A cloud CCaaS platform with native AI: an agent co-pilot, omni-channel support, weekly zero-downtime releases, and speech and sentiment analysis. The per-agent cost increase was justified through indirect savings, reduced supervisor workload and maintenance elimination, rather than asked for on faith. Mini proof-of-concepts run per business division built stakeholder trust incrementally, and 100% human touch was retained throughout.
Results
Documented outcomes
- 70% reduction in supervisor workloadvia AI-assisted call evaluations.
- Platform scalable from 1,200 to 2,000+ agents without a re-platform.
- 985 consulting hours delivered at no cost to the client.
- 100% human touch retained; AI augmented agents rather than replacing them.
What came next
This engagement followed directly from an earlier successful voice transformation with the same client, the same pattern that shows up repeatedly across Resourcive's longest relationships: one introduction becomes a multi-workstream engagement over time.
