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Sutherland Global Services (SGS) is a leading Business Process Outsourcing (BPO) company with nearly 20 years of experience in the customer management space. SGS needed a solution that could cost effectively transport U.S.-originating voice calls to its delivery centers around the world. The company also wanted to leverage its existing Internet Protocol (IP) infrastructure to deliver those calls to switches overseas by using available bandwidth. As a solution SGS deployed an Avaya IP Telephony Solution with an Avaya S8700 Media Server running Avaya Communication Manager for 4,000 IP stations off its U.S.-based server and 2,000 IP stations off its India-based server. SGS call center agents are using a combination of Avaya 4610 and 4620 IP Telephones.

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