InterCall: Developing a Great Roadmap for the Future

CLIENT BACKGROUND

InterCall, a subsidiary of West, the world’s largest dedicated conferencing service provider, connects people around the world with advanced audio, web, video, and event services.

Industry: Telecommunications
Services: Web Conferencing

Headquarters: Chicago, IL
Website: shop.west.com

BUSINESS CHALLENGE

The technology that underpins InterCall's global network is vast – in the operations arena alone, they have more than 2,500 user spread across work groups in North America, EMEA, and Asia-Pacific.

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

  • Advisory Services: ATG 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.
  • Advisory Services: 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 ensure that IT and business users collaborate effectively.
  • Rolled out a global CRM and reservations system supporting thousands 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.
 

"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