AudioCodes Case Study

Falck Case Study
AudioCodes Elevates Falck’s Voice Infrastructurefor Genesys Cloud Contact Center, Future-Proofing
Emergency Response Capabilities
CustomerFalckWebsite
https://www.falck.com
Location
Nordics (Denmark)Industry
Healthcare & Emergency Services

Customer Profile
Falck is a Denmark-based global leader inemergency response and healthcare services.
They specialize in providing essential assistanceand medical care during emergencies andcrises across the world. Falck’s primary mission
revolves around helping people in need, making
them an indispensable force in responseto emergencies and improving healthcare
outcomes on a global level.

Executive Summary
Faced with the challenge of transitioning from on-premises Genesys
to Genesys Cloud, Falck made the strategic choice to outsource voice
infrastructure management using AudioCodes’ Voice as a Service (VaaS)
solutions. The integration of AudioCodes Live Services for Voice Migration
to the Cloud and AudioCodes Routing Manager (ARM) not only enhanced
Falck’s global voice infrastructure, but also achieved paramountobjectives of ensuring compliance, flexibility and scalability, freeing up
internal IT resources and streamlining operational costs. This successful
partnership met Falck’s current needs and set the stage for expansive
growth into multiple countries and regions, marking a pivotal success intheir evolution towards a dynamic and resilient voice infrastructure.

Objectives:• Transition from on-premises contact center
to cloud-based infrastructure.

• Ensure seamless business continuity
throughout and after the transition.

• Outsource the management of voice

infrastructure for efficiency and reassurance.

• Establish a future-proof, scalable andglobally expandable voice infrastructure.

AudioCodes Solutions• Voice Migration Solutions

Benefits:• Seamless voice connectivity with theBackground• Best value, voice as a service (VaaS) andFalck’s decision to migrate its on-premises Genesys contact center toGenesys contact center environment.
operational reassurance.

• Business continuity delivered throughoptimized call routing control.

• Central communications hub allows

scalability and adaptability for future globalexpansions.

• Streamlined voice quality and network

management via AudioCodes management
tools.

the cloud was a technical shift and strategic move aligning with thelatest advancements in modern cloud-based solutions. Recognizing
the complexity of this migration and the ongoing need for efficient voice
infrastructure management, Falck sought a trusted partner with expertiseand cutting-edge technology. AudioCodes, a natural choice grounded ina longstanding partnership, was chosen by Falck not only for its solutions,but for their reliability, innovation and expert support consistentlydelivered over an extended collaboration.

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Objectives
The integration of AudioCodes Live
Services for Voice Migration to CCaaS,
and AudioCodes Routing Manager(ARM) not only enhanced Falck’s global
voice infrastructure, but also achieved
paramount objectives of ensuring
compliance, flexibility and scalability,
freeing up internal IT resources andstreamlining operational costs.

The objectives of Falck outsourcing voice infrastructure management
encompassed a multifaceted approach.
It included:•

Optimizing resource utilization: addressing the challenge oflimited resources within Falck IT, the primary objective was tooptimize resource utilization and streamline operational costsby partnering with an expert vendor capable of efficiently
managing voice infrastructure, thereby selecting a buy vs.
build approach.

•Enhancing visibility and control: improving central visibility
and control was a key goal. Falck’s aim was to streamline
management processes and ensure a cohesive overview ofthe entire system, with joint troubleshooting capabilities.

•Addressing the challenge of limited
resources within Falck IT, the primaryobjective was to optimize resource
utilization and streamline operationalcosts by partnering with an expert
vendor capable of efficiently managing
voice infrastructure, thereby selecting
a buy vs. build approach.

Single point of contact (SPOC): establishing a SPOC was a
crucial objective, simplifying communication channels andensuring a seamless interaction between Falck and theirchosen vendor.

•Enabling global reach for future expansion: anticipating
future expansion, the objective was to choose a solution
with global reach, aligning with Falck’s growth strategy andenabling seamless operations across multiple countries andregions.

•Ensuring data compliance: an essential objective was toguarantee data compliance, emphasizing the importanceof selecting a partner capable of adhering to all necessary
regulations and ensuring the secure handling and accessibilityof data throughout the coexistence stage in the migration
process and during day-to-day operations.

This goal involved implementing
a resiliency mechanism to ensure
continuous service and communication
capabilities, even throughout contact
center as a service (CCaaS) outages.

•

Establishing business continuity for uninterrupted operationof their mission critical emergency services: this goal involved
implementing a resiliency mechanism to ensure continuous
service and communication capabilities, even throughout
contact center as a service (CCaaS) outages.

Solution
AudioCodes’ Live Services for Voice Migration to CCaaS, and AudioCodes
Routing Manager (ARM) contributed comprehensively to Falck’s global
mission, providing the technological backbone for accident prevention,

emergency response and supporting rehabilitation efforts, all while

upholding the critical aspect of data compliance. These solutions

seamlessly connect Falck’s Genesys environment to their SIP infrastructure.

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AudioCodes managed voice services
aredeliveredby
AudioCodes’experts, simplifying the integration andperformance of voice solutions in acontact center environment.

AudioCodes managed voice services are delivered by AudioCodes’experts, simplifying the integration and performance of voice solutionsin a contact center environment. It offers hosting flexibility in the public

cloud, enterprise data centers or the AudioCodes cloud, providing
resiliency against data center outages across multiple geographicallocations.

This comprehensive and highly available solution includes monitoring,proactive support, change and configuration management, service

reporting and the possibility to increase in- and outbound call capacityin peak periods.

AudioCodes VaaS delivers voice operational reassurance to enterprises,

alleviating technical challenges, minimizing implementation time,offering flexible scalability and 24/7 monitoring and support. Theoutcome is enhanced customer experience (CX), productivity foragents, management reassurance, high availability and substantial cost
reductions.

The deployment of AudioCodes Live Services for Voice Migration to CCaaS
included on-premises resilient hardware session border controllers(SBCs) at Falck, ensuring a smooth migration and seamless connectivity

between the Genesys on-premises and cloud platforms and SIP trunk
networks, along with flexible call routing and robust security measures.

AudioCodes One Voice Operations Center (OVOC), a comprehensive
voice network management solution emerged as an invaluable
cornerstone asset for Falck. Its centralized monitoring, proactive alerting

and advanced troubleshooting capabilities allowed Falck to not only
ensure real-time insights into voice network elements but also to actively

maintain a superior Quality of Experience (QoE) for calls. Integrating

The deployment of AudioCodes
Live Services for Voice Migration toCCaaS included on-premises resilient
hardware session border controllers(SBCs) at Falck, ensuring a smoothmigration and seamless connectivity
between the Genesys on-premises
and cloud platforms and SIP trunk
networks, along with flexible call routing
and robust security measures.

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seamlessly with Falck’s voice infrastructure, OVOC became an essential
tool, quickly identifying root cause analysis and consistently reducing
downtime and elevating the overall user experience.

As an emergency response services provider, the availability and controlof call routing was essential for Falck. From the start it was clear that asolution was needed to be able to quickly re-route calls. Falck achieved

this by deploying the AudioCodes Routing Manager (ARM) as an overlay

on the infrastructure to centralize routing. AudioCodes also needed toprovide business SLA’s and joint troubleshooting optionality to support
Falck in their mission critical emergency and healthcare requirements totheir end customers.

Results
The seamless migration to theGenesys
cloud
significantly
improved the cloud transformation
process.
Outsourcing
voice
infrastructure management to
AudioCodes freed up internal
IT resources, enabling them tofocus on core healthcare andemergency response functions.

The project yielded highly successful and transformative results for Falck.

The implementation of AudioCodes’
solutions proved instrumental inempowering Falck’s team to prevent
accidents and respond promptly toemergencies by connecting their
Genesys environment to the SIP
infrastructure.

The implementation of AudioCodes’ solutions proved instrumental inThe seamless migration to the Genesys cloud significantly improved

the cloud transformation process. Outsourcing voice infrastructure

management to AudioCodes freed up internal IT resources, enablingthem to focus on core healthcare and emergency response functions.

The solution, primed for global expansion, seamlessly supports otherunified communications and CX platforms which is important for several
reasons including interoperability, scalability and enhanced functionality.

Compliance with data regulations safeguarded sensitive information,
meeting industry-specific requirements.

empowering Falck’s team to prevent accidents and respond promptly
to emergencies by connecting their Genesys environment to the SIP
infrastructure.

AudioCodes Live Services for Voice Migration to CCaaS and AudioCodes

Routing Manager (ARM) not only addressed Falck’s immediate challenges,
but also positioned them for future success, providing a scalable, resilientand globally adaptable voice infrastructure that seamlessly integrates
with various platforms. These solutions ultimately enhanced operationalefficiency, CX and paved the way for continued innovation in theircommunication strategies.

OVOC’s reporting and analytics functionalities became instrumental
for Falck in day-to-day operations, providing a systematic approach to
check for issues when customers reported them and ensuring overall“AudioCodes revolutionized ourcontact center communications,aligning them with contemporary
standards
andfulfilling
ourstringent
business
continuity
demands.”

system health.

Henrik Fjordvald,

Their solution not only meets our immediate needs but also unlocks newProduct Owner at Falck Contact Center Solutions

possibilities for future innovations.”

1 Hayarden Street, Airport City, Lod, 7019900, Israel
Tel: +972-3-976-4000©2024 AudioCodes Ltd. All rights reserved. AudioCodes, AC, HD VoIP, HD VoIP Sounds Better, IPmedia, Mediant,MediaPack, What’s Inside Matters, OSN, SmartTAP, User Management Pack, VMAS, VoIPerfect, VoIPerfectHD,Your Gateway To VoIP, 3GX, VocaNom and AudioCodes One Voice are trademarks or registered trademarksof AudioCodes Limited. All other products or trademarks are property of their respective owners. Productspecifications are subject to change without notice.

80 Kingsbridge Rd - Piscataway, NJ 08854
Tel: +1-732-469-0880
www.audiocodes.com

4“AudioCodes

revolutionizedourcontactcentercommunications,aligning them with contemporary standards and fulfilling our stringent
business continuity demands,” said Henrik Fjordvald, Product Ownerat Falck Contact Center Solutions. “With a secure and adaptable voice

infrastructure, AudioCodes has played a pivotal role in elevating ouremployee experience and customer experience to unparalleled heights.

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