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Atos Origin revives global help desk service with SAP unified comms
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24/06/2008
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IT consultancy Atos Origin reports successful consolidation of email and VoIP for its global help desk across five continents in just five weeks, using SAP Business Communications Management software.
The company is now running on unified communications and says it is getting the highest standards of resilience and reliability – delivering flexible, cost-efficient and streamlined services for manufacturing users from its service centres in France, Malaysia, the Netherlands, Poland, Sao Paolo and Tenerife.
Mick Hassall, vice president of global managed operations at Atos Origin, explains that the company was facing a range of challenges mostly due to diverse local infrastructures and proprietary technologies.
“We needed a unified and scalable system that could help us ensure 24/7 global service desk support and superior customer service,” he says.
“Only SAP could deliver a truly location-independent, multi-channel solution in a very short deployment time. With the software, we have been able to unify our network of global delivery centres with consistent infrastructure, processes and tools.”
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Author
Brian Tinham
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