Quote to Cash Reimagined

ATG Case Study:

Developing a Great Roadmap

Summary of Business Challenge:

  • InterCall, the world’s largest dedicated conferencing service provider, connects people around the world with advanced audio, web, video, and event services.
  • The technology that underpins this global network is vast – in the operations arena alone, InterCall has more than 2,500 user spread across work groups in North America, EMEA, and Asia- Pacific.

The Charter:

  • InterCall needed a trusted partner to form strategy and vision, as well as tackle the nuts and bolts of implementation and adoption.

ATG Solutions & Tools:

  • Provided a team of seasoned experts and technical specialists, ATG worked alongside InterCall’s teams to highlight key areas for investment and development of a prioritized global operations roadmap.
  • Identified key projects and provided project leadership in analysis, design, project management, development, and quality assurance.

Results & Impacts:

  • Created a prioritized, global operations technology roadmap.
  • Introduced a global agile development methodology to ensurethat IT and business users collaborate effectively.
  • Rolled out a global CRM and reservations system supportingthousands of users across all of its business users in North America, EMEA, and APAC.
  • Launched a global customer care and case management platform in North America and APAC.

Industry: Telecommunications
Services: Web Conferencing
Type: Subsidiary (West Corporation)


Revenue: $1.2 billion
Headquarters: Chicago, IL
Founded: 1991


Website: InterCall.com
CEO: Scott Etzler


“With ATG and the Missoula Solution Center team as a trusted advisor and partner, we were able to corral disparate regional initiatives into a cohesive strategic roadmap. ATG helped us methodically build out technology and process solutions with a reliable and transparent development process.”

– Tiffany Killcreas, Director, Operational Technology, InterCall