The company turned to Black Box to design and plan a solution. From that came a specification that was put to bid. Black Box won the business, despite stiff competition by the incumbent service provider and several other major service providers and telecom
manufacturers. One deciding factor was that Black Box would require far fewer subcontractors to service the company’s 300+ locations across the U.S. It had many more local offices to deliver better on-site service and support. In fact, of the 300+ company locations, only 10 could not be serviced with Black Box’s in-house technicians
while meeting the company’s SLA requirements.
The solution was for Black Box to deploy, manage and operate end-to-end, mobile-enabled unified communications via a private cloud. Unified communications would provide a common infrastructure and standardized endpoints. It offered centralized management for more efficiency and lower costs. Compared to a public cloud, a private one would also give IT more control and\ better align with its processes, procedures and policies.
To eliminate millions in capital costs, Black Box agreed to own, operate and manage
this private cloud as a service. In delivering this service, Black Box followed a disciplined, best-practices approach known as the Information Technology Infrastructure Library (ITIL). To further simplify operations, Black Box would also provide one point of contact for all service and support of the entire unified communications system.
Based in the company’s two redundant data centers, the cloud connects the branches through an MPLS network. Black Box provides the network and SIP-trunking from
an independent carrier known for its nationwide coverage and POP density, as well as network capacity and availability. As part of the solution, Black Box guarantees 100 percent uptime during business hours.
Another key SLA condition: When a new branch is needed, Black Box enables all connectivity and communications within 30 days. This involves setting up carrier
trunks, the wireless LAN, cabling, phones, installing and programming the switch and all
commissioning. It frees the company’s IT team to focus on more strategic operations. And it requires no capital investment.
Migrating a sales force numbering in the thousands to a unified communications system from an outdated TDM communication system can potentially disrupt production. To mitigate this risk, Black Box used a proven, four-step transition methodology. It’s a
phased deployment approach developed and refined over thousands of client UC migrations. It also customized its Day One quick-start training for all users, followed by ongoing, 24x7 user support.