A rapidly growing US-focused healthcare BPO had built its operational footprint through acquisition — inheriting 12 disparate UCaaS platforms, 7 separate CCaaS platforms, and a fragmented network and security posture. Telmac consolidated to 2 platforms, deployed SASE globally, and added Gartner-leading SOCaaS at zero net additional cost.
Healthcare BPO | 10,000 Employees | 1,000+ Contact Center Agents | 12 UCaaS Platforms | 7 CCaaS Platforms
A rapidly growing US-focused healthcare BPO had built its operational footprint through acquisition. The result was 12 disparate UCaaS platforms and 7 separate CCaaS platforms running simultaneously — each with its own contracts, licensing structures, technology, vendor relationships, and support overhead.
Networking and security had experienced the same fragmentation. No unified architecture, no consolidated visibility, and no governance framework meant the organization was paying for complexity that delivered nothing except administrative burden and risk.
Each UCaaS platform carried its own contracts, licensing, and support overhead — inherited through acquisition and never rationalized. The result was a communications environment with no standard experience, no consolidated reporting, and no ability to apply enterprise-scale leverage to any single vendor relationship.
Contact center agents were distributed across seven separate platforms — eliminating any unified view of customer interactions, making analytics structurally impossible, and compounding administrative complexity with each additional platform.
No unified network architecture, no consolidated security posture, and no governance framework meant the organization was carrying risk it couldn’t measure and paying for complexity it couldn’t optimize. SASE and SOCaaS capabilities were needed but had never been consolidated into the budget.
17 disparate communication platforms consolidated to 2. SASE deployed across all global locations and end-points. SOCaaS added at zero net cost from consolidated savings.
12 disparate UCaaS platforms consolidated into a single unified architecture — 33% cost reduction and a standard communications experience across every location and every employee.
7 contact center platforms unified into one — 32% cost reduction, omni-channel capability added, and analytics visibility that simply didn’t exist when agents were spread across seven systems.
A Gartner-leading third-party SOCaaS procured at zero net additional cost — funded entirely by the savings from UCaaS and CCaaS consolidation. Better security without increasing the budget.
This engagement required Telmac to restructure four interconnected layers simultaneously — unified communications, contact center, network and security posture — while maintaining continuity for 10,000 employees and 1,000+ contact center agents whose productivity was directly tied to the architecture being replaced.
When an organization is running 17 platforms in two categories, the consolidation savings are almost always large enough to fund improvements that weren’t in the original scope. For Telmac, the SOCaaS outcome wasn’t a bonus — it was a predictable result of doing the work comprehensively.
Telmac mapped the full UCaaS landscape across all acquired entities, benchmarked against market, and negotiated a single unified architecture — standardizing the communications experience across every employee and location while delivering a 33% cost reduction.
Seven separate contact center platforms unified into a single environment — with omni-channel capability, quality management, and workforce optimization added at consolidation. A 32% cost reduction and analytics visibility that the fragmented environment made structurally impossible.
With UCaaS and CCaaS savings identified, Telmac deployed SASE across all global locations and procured Gartner-leading SOCaaS at zero net additional cost — turning the consolidation savings into a security capability the organization needed but hadn’t been able to fund.
17 platforms in two categories don’t just cost more. They produce inconsistent experiences, fragmented reporting, and an analytics environment where meaningful insights are structurally impossible. Consolidation is both a financial and an operational outcome.
Organizations that grow through acquisition inherit the technology decisions of every company they absorb. Without a deliberate consolidation strategy, that inheritance compounds over time into an environment that was never designed to work together.
SOCaaS at zero net cost wasn’t incidental. It was the direct result of mapping total spend comprehensively and applying the savings from consolidation to the security capability the organization needed but hadn’t been able to budget for.
Platform sprawl is expensive, operationally limiting, and structurally addressable. A diagnostic conversation maps what consolidation produces in your environment — and identifies whether the savings fund improvements you haven’t been able to budget for.
