List of Collab OneContact Suite Customers
Lisboa, 1990-084,
Portugal
Since 2010, our global team of researchers has been studying Collab OneContact Suite customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Collab OneContact Suite for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Collab OneContact Suite for Call Center include: La Poste, a France based Professional Services organisation with 250000 employees and revenues of $37.50 billion, SFR Business, a France based Communications organisation with 3000 employees and revenues of $750.0 million, Intrum Poland, a Poland based Banking and Financial Services organisation with 400 employees and revenues of $36.0 million, Edenred Portugal, a Portugal based Banking and Financial Services organisation with 72 employees and revenues of $10.0 million and many others.
Contact us if you need a completed and verified list of companies using Collab OneContact Suite, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Collab OneContact Suite customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Edenred Portugal | Banking and Financial Services | 72 | $10M | Portugal | Collab | Collab OneContact Suite | Call Center | 2019 | n/a |
In 2019, Edenred Portugal implemented Collab OneContact Suite, a Call Center application, as a cloud contact centre integrated with Salesforce Lightning to support inbound and outbound customer service and sales across Portugal. The deployment centralized agent desktop workflows and provided unified queue management and outbound campaign capabilities for service and sales agents.
Collab OneContact Suite was configured to deliver ACD style routing, queue management optimization, and outbound productivity tools, with CRM screen pop and case creation tightly linked to Salesforce Lightning to present a single agent view. Configuration emphasized agent session handling, real time queue visibility, and outbound workflow orchestration consistent with Call Center functional workflows.
Operational scope covered customer service and sales teams in Portugal, with governance changes to require CRM logging at point of contact and standardized contact handling procedures. The implementation reduced abandon rates to below 5%, improved queue management and outbound productivity, and delivered seamless CRM integration for agents.
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Intrum Poland | Banking and Financial Services | 400 | $36M | Poland | Collab | Collab OneContact Suite | Call Center | 2017 | n/a |
In 2017 Intrum Poland deployed Collab OneContact Suite to modernise its debt-collection contact centre under a hybrid cloud model. The engagement targeted contact centre operations in Poland and was scoped to enable IP telephony alongside negotiator workflows for debt collection agents.
The implementation centered on OneContact CC as the primary Call Center platform, with configuration focused on agent-facing contact handling, telephony integration and platform-wide provisioning for negotiation workflows. Collab OneContact Suite was configured to support staged agent desktop rollouts and centralized call handling consistent with Call Center operational patterns.
Deployment followed a phased schedule, with a partial launch in May 2017, PBX to IP migration completed in August 2017, and full platform activation on all contact centre stations by September 2017. The architecture was implemented as a hybrid cloud model to combine on-premise telephony termination and cloud-based contact services while moving PBX functions to IP.
Governance and rollout sequencing emphasized staged telephony cutover prior to full agent enablement to reduce contact disruption and to align negotiator processes with the new platform. Operational scope included all CC stations in Poland and affected debt-collection negotiators and contact operations.
The deployment increased negotiator efficiency, with the project delivering up to a 50% efficiency gain in some products as reported by the customer. The implementation therefore combined Collab OneContact Suite Call Center capabilities with an IP telephony migration to modernise Intrum Polands debt-collection contact centre.
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La Poste | Professional Services | 250000 | $37.5B | France | Collab | Collab OneContact Suite | Call Center | 2019 | n/a |
In 2019 La Poste implemented Collab OneContact Suite as a Call Center application to equip 2,500 call center positions across the telephone platforms of various La Poste entities. The procurement followed a 14 month consultation called the Quiver project led by the IT Department of La Poste under Lionel Chaine, with Cédric Jeanvoine as project manager, and resulted in selection of the SFR Business and iAgility consortium to deliver the solution.
Collab OneContact Suite was deployed as an omnichannel customer relations platform, with explicit functional emphasis on workforce planning and agent engagement. The implementation included integration of a planning solution WFM and agent work gamification capabilities, and the project specification required an interface with Microsoft CRM Dynamics to synchronize contact and customer data for routing and case handling.
Operational delivery and commercial carriage were structured through the SFR Business and iAgility partnership, with SFR Business acting as telecom carrier and first reseller, and iAgility providing distribution and integration services in France. The scope covered La Poste Services excluding the Postal Bank, and rollouts targeted 2,500 stations across multiple telephone platforms rather than a single site.
Governance for the rollout followed the Quiver consultation outcomes, moving from an initial preselection of three competitors to final award, and leveraged the recently created integrator iAgility to implement Collab OneContact Suite in a tightly coordinated vendor and carrier consortium. The software publisher Collab had been positioned as a Portuguese omni-channel vendor and was later acquired by Volaris Group, a Canadian company.
Reported outcomes from the selection and early deployment included stakeholder commentary that the gamification solution improved agent motivation and addressed agent turnover, and sources cited a contract value equivalent to several tens of millions of euros over eight years. These outcomes and contract terms were part of the public market notification and subsequent press reporting.
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Communications | 3000 | $750M | France | Collab | Collab OneContact Suite | Call Center | 2021 | n/a |
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