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  • Tim Rees

A D&M Cloud Case Study - UCaaS and CCaaS



The Client:

A mortgage company with over 2,000 employees.

The Challenge: 

This company had decided to move out of their data center and into the cloud. They needed help to determine their telecommunication requirements, select a cloud provided Contact Center and Unified Communications platform, and implement the chosen applications.

D&M’s engagement:

D&M began by conducting discovery sessions to reveal the customer’s requirements and desired outcomes.  This process uncovered the fact that the customer did not understand the true capability of modern Contact Center (CCaaS) and Unified Communications (UC) solutions.


D&M worked with the company to educate them on the various solutions by leading a series of vendor capability sessions with leading CCaaS and UC providers and developed a Total Cost of Ownership to ensure the end solution would not only meet functional goals but financial goals, as well.


Once the customer selected the chosen supplier, D&M provided Project Management, Configuration Management, Testing, and Implementation resources, and continues to provide management and support for the life of the relationship.


Timeline: 

2018 - 2019

Impact Made to Client:

The company was able to move out of their data center and gained efficiencies of $1.598 M due to the new functionality D&M was able to implement.