One contact center for a multi-building operation

My role: I implemented the centralized contact-center platform connecting every facility into one system.

BAE Systems is one of the world’s largest defense, aerospace, and security contractors; ISE Ltd. operated as a regional systems-integration partner delivering infrastructure projects for enterprise and government clients.

I implemented a centralized contact-center solution connecting multiple buildings and wide-area networks (WANs) into a single operational view, so complaints and maintenance issues raised anywhere in the operation reached the right team without being lost between sites.

What had been a fragmented, building-by-building process became one accountable system — every issue tracked from report to resolution, regardless of which facility it came from.