List of Onecom OneContact Customers
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Since 2010, our global team of researchers has been studying Onecom OneContact 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 Onecom OneContact 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 Onecom OneContact for Call Center include: Jerónimo Martins, SGPS, a Portugal based Distribution organisation with 134379 employees and revenues of $32.12 billion, Metropolitan Police Service (MPS), a United Kingdom based Government organisation with 43571 employees and revenues of $4.23 billion, The Innovation Group, a United Kingdom based Professional Services organisation with 2600 employees and revenues of $290.0 million and many others.
Contact us if you need a completed and verified list of companies using Onecom OneContact, 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 Onecom OneContact 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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Jerónimo Martins, SGPS | Distribution | 134379 | $32.1B | Portugal | Onecom | Onecom OneContact | Call Center | 2018 | n/a |
In 2018, Jerónimo Martins, SGPS implemented Onecom OneContact as its corporate Call Center application, initiating a Contact Center Implementation project that extended through December 2018 to September 2019 for collaboration tooling and operational rollout in Lisbon and surrounding regions. The Onecom OneContact deployment served as the central contact handling platform for customer-facing channels and was positioned to consolidate agent routing and queue management under a single Call Center solution.
Configuration work focused on standard Call Center capabilities, including interactive voice response, centralized contact routing, an agent desktop for handling inbound and outbound interactions, call recording and reporting, and quality monitoring. Functional analysis and system testing were executed as part of the implementation, with end user training and go-live support documented as core activities during the project lifecycle.
Operational execution referenced coordinated interactions with business, development and operations teams, and go-live support processes were tied to ticketing workflows for issue resolution and end user assistance. The Onecom OneContact implementation ran in parallel with other IT initiatives at Jerónimo Martins, including a SAP HANA upgrade and in-store portable data terminal rollouts, requiring alignment of deployment schedules and business requirements across teams.
Governance and change activities were led through structured requirements analysis, functional specifications, and QA testing, with functional analysts conducting end user training and post-go-live ticketed support. Commercial applications management later oversaw ongoing application stewardship, ensuring the Call Center platform remained aligned with operational procedures and incident management practices.
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Metropolitan Police Service (MPS) | Government | 43571 | $4.2B | United Kingdom | Onecom | Onecom OneContact | Call Center | 2020 | n/a |
In 2020, Metropolitan Police Service (MPS) deployed Onecom OneContact as its Call Center platform to consolidate public facing contact channels. The implementation targeted the force's online contact points, including recruitment pages on the corporate website where the Meet and Engage Chatbot is active.
Configuration centered on Onecom OneContact agent desktop capabilities and inbound call distribution, with omnichannel session handling for voice and webchat. The implementation used standard Call Center functional modules such as queue management, skills based routing, IVR driven call triage, and real time agent presence to align contact flows with policing inquiry workflows.
Onecom OneContact was integrated with the Meet and Engage Chatbot on the Metropolitan Police website to enable chat transfers to live agents while preserving session context for agent handling. Telephony connectivity leveraged Onecom network infrastructure to present public voice traffic into the OneContact routing fabric and to unify voice and webchat sessions within the agent interface.
Operational coverage emphasized public facing contact operations and recruitment inquiry handling on web pages, delivered through a phased rollout and staff training to adopt unified agent workflows and chat to voice escalation. Governance focused on standardized contact handling procedures and retained interaction audit trails within Onecom OneContact to support consistent operational controls.
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The Innovation Group | Professional Services | 2600 | $290M | United Kingdom | Onecom | Onecom OneContact | Call Center | 2019 | n/a |
In 2019 The Innovation Group implemented Onecom OneContact as its cloud-based Call Center and unified communications platform. The deployment was sized to support over 1,300 agents and 1,000 back office workers across the UK, North America and Australia, with South Africa planned to go live during 2019.
The Onecom OneContact implementation incorporated omni channel contact capabilities and an advanced multi channel workforce management suite, combined with quality monitoring and a sophisticated IVR platform. The configuration was designed to handle voice, e mail, chat, SMS and social media interactions, enabling consistent customer engagement workflows and centralized interaction routing.
Architecturally the solution was built on Mitel’s world cloud proposition and incorporated into Onecom’s Cloud Managed Service Platform, CMSP, with the system deployed across multiple global data centres and delivered via a private cloud to provide resilience, security and scalability. The implementation federates unified communications components from strategic partners including Vodafone and Mitel, and provides a single consumption layer so the business can remove duplication, reduce complexity and scale interaction tooling globally.
Onecom designed implemented and now manages the platform, executing a staged global rollout and ongoing operational support model. The program directly impacts customer contact and back office operations for IG’s automotive and property incident management services, and was positioned to improve customer satisfaction across all touch points while enabling cost efficiency through scale and operational agility.
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