Telecom
Technology, Analytics, & Omnichannel Enablement, & Business Transformation
Modernizing contact center infrastructure to reduce costs, improve scalability, and enable future growth.
The Challenge
A national cable provider needed to migrate inbound toll-free traffic from legacy TDM technology to a modern SIP-based environment—without disrupting contact center operations.
Key issues included:
Legacy infrastructure limited scalability and drove higher costs
Complex migration across thousands of toll-free numbers
Risk of disruption to call routing and customer experience
Need for coordinated execution across multiple carriers and systems
The Strategy
Design and lead a seamless transition to a dual-carrier SIP environment that improves efficiency while maintaining operational continuity.
The strategy focused on:
Develop migration strategy and implementation roadmap
Coordinate cross-functional stakeholders and carriers
Prioritize continuity of service and risk mitigation
Align infrastructure changes to long-term scalability goals
The Execution
Northridge led the end-to-end migration with structured program management::
Key actions included:
Directed migration of toll-free traffic from TDM to SIP trunking
Managed dual-carrier implementation for redundancy and resilience
Redesigned templates to reflect empathy and conversational tone
Coordinated across telecom providers, internal teams, and operations
Ensured seamless cutover with no disruption to call delivery
- Provided leadership, technical expertise, and execution oversight
The Impact
The organization achieved significant cost savings and operational improvements:
The engagement achieved:
5,800+ toll-free numbers migrated with zero disruption
$5.8M in annualized savings (30% cost reduction)
Higher first-contact resolution rates
Improved scalability and flexibility of contact center infrastructure
Established a foundation for future growth and modernization
experience + excellence
REDUCE COSTS THROUGH SMARTER INFRASTRUCTURE
Ready to modernize your infrastructure and unlock meaningful cost savings?
Let’s talk about how a structured, operator-led approach can reduce complexity, lower costs, and scale your operations.
