Case Study / Transcom www.transcom.com avaya.com Transcom Injects Scale + Innovation into BPO Offerings 10,000 Contact Center Seats Centralized with Avaya The ability to rapidly and easily scale-up and scale down; reduced expense; and the ability to innovate with speed; these are three advantages that a centralization initiative has brought to the contact center business at Transcom. The contact center outsourcer handles calls in the Netherlands for sixteen European countries. Transcom is rapidly adding new customer engagement capabilities to its environment. “The customer experience is immediately better when you can see the how—and preferably why— someone is contacting you,” says Sytze Koopmans, CTO at Transcom. Transcom employs 30,000 employees worldwide, with 15,000 b

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