Kaplan is one of the world’s largest and most diverse education providers. Throughout its more than 75-year history, Kaplan has been a beacon for expanding educational access and a leader in instructional innovation.
For more information, visit the Kaplan North America website.
Bill Boga, Executive Director, Communications Platform Engineering at Kaplan, is in charge of managing the institution’s entire communications infrastructure and was faced with a number of challenges.
Bill and his team were responsible for a highly distributed and diverse voice network made up of around 90 different PBX and unified communications platforms from different vendors, 10,000 users, and a Genesys contact center with 1,300 agents that served the entire organization. He needed a way to consolidate Kaplan’s overall communications architecture and simplify management and operations, thereby reducing operating costs and support efforts. The goal was to centralize Kaplan’s phone systems - both the internal enterprise platforms and the Genesys Engage contact center. To achieve this, they needed to work with an expert partner who really understood the intricacies and practicalities of complex enterprise voice networks.
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Consolidate diverse, siloed voice infrastructure
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Simplify management and reduce operational costs
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Introduce technological innovation for a legacy, on-premises contact center
"AudioCodes understood the product, they understood our environment and they were able to address each issue as it came up and resolve that issue to help us move along.”
Results
Over a period of nine years, AudioCodes has proved itself to be the perfect partner to help Kaplan meet its current and future voice needs, no matter how complex they may be. For Kaplan’s voice modernization project, AudioCodes delivered the perfect combination of technology and services resulting in multiple benefits:
- CX innovation for a legacy contact center
- Streamlined voice infrastructure
- Simplified management and troubleshooting
- Cost reductions in equipment and operations
- Improved reliability – reduce troubleshooting times
- Peace of mind via a long-term, reliable partner
“We were stuck on a platform that was decades old; there was no innovation, and we couldn’t move forward in our environment with those systems,” explained Bill Boga. “AudioCodes has made that possible and it’s made my job much easier.”
