Communications built for operational environments.
In logistics organisations, communication extends far beyond office teams. It connects branches, warehouses, logistics hubs, customer service centres and operational staff working across multiple locations and countries.
AllVoice helps modernise these environments without disrupting day-to-day operations. We take responsibility for existing infrastructure, simplify fragmented communication systems and support organisations in building a consistent communications model.
30,000 users
30 countries
300+ locations
8 years of partnership with UPS
When communications grow together with the organisation
In large logistics organisations, communication environments evolve over many years. New locations, acquisitions, local regulations and different technology providers often create a landscape made up of multiple systems, contracts and support models.
As long as everything works, these complexities often remain hidden. The challenge appears when the organisation wants to modernise, standardise or manage communications across multiple countries and locations.
This was exactly the situation we encountered when starting our cooperation with UPS.
Distributed systems
Legacy PBX platforms, local configurations and communication technologies developed independently over many years.
Multiple service providers
Different support contracts, varying service standards and the complexity of coordinating activities across multiple countries.
Operations that cannot stop
Modernisation projects must be delivered without disrupting logistics operations, customer service or business continuity.
From local deployments to communications responsibility across 30 countries
AllVoice’s relationship with UPS did not start with a single large-scale project.
As an Avaya partner, we initially supported individual UPS locations across different European countries. Over time, our role expanded, leading to participation in an international tender in 2018 for the maintenance and development of the telecommunications environment across the region.
The process included significantly larger multinational organisations. AllVoice was selected thanks to its technical expertise, operational flexibility, deep Avaya experience and a delivery model focused on predictable operational costs.
Today, the partnership has continued for more than eight years.
Environment scale
30,000 users
Office employees, operational teams and contact centre agents.
30 countries
A communications environment spanning Europe and selected international locations.
300+ locations
Branches, logistics hubs, offices and operational facilities.
8 years of partnership
Continuous maintenance, development and modernisation.
The starting point
Before the standardisation programme began, the environment consisted of multiple legacy platforms and vendors, including Avaya, Nortel, Siemens and other locally deployed systems.
Each country had its own support processes, service providers and operational standards. Managing such a fragmented environment required coordination across multiple partners and made standardisation difficult.
Modernisation without disrupting operations
In logistics environments, modernisation projects are rarely completed in a single step. Each location has its own history, business requirements, local providers and infrastructure constraints.
For UPS, the transformation was delivered in phases. Locations migrated according to locally agreed schedules while operational continuity remained a priority throughout the programme.
The initiative that started in 2018 continues today. New locations are being integrated, systems are upgraded and the communications environment continues to evolve alongside the organisation.
How the process worked
| 1 | Taking responsibility for the existing environment Supporting and maintaining multiple communication platforms until migration was completed. |
| 2 | Establishing a common standard Gradual consolidation of technologies and operational processes across countries. |
| 3 | Site-by-site migration Changes delivered during planned maintenance windows without disrupting daily operations. |
| 4 | Continuous development New locations, software upgrades and further standardisation initiatives. |
One partner. One support model. Hundreds of locations.
In distributed organisations, the greatest challenge is often not the technology itself. Complexity appears when different providers, local teams and independent processes are responsible for different parts of the environment.
Within the UPS programme, AllVoice acts as a central coordination point for a communications environment spanning dozens of countries and hundreds of locations.
This allows the organisation to work with a consistent support model instead of managing multiple providers and separate country-level processes.
What did UPS gain?
Single point of contact
One team responsible for support, maintenance and development.
Shared standards
A consistent approach to configuration, governance and communications management.
Flexible SLA models
Support levels tailored to the role and criticality of each location.
Predictable operating costs
Reduced reliance on ad-hoc local engagements and fragmented service contracts.
Support is adapted to the role of each location. Some facilities require 24/7 coverage, while others operate under standard business-hour support models.
Communications that evolve with the organisation
For many projects, deployment marks the end of the engagement.
For UPS, it was only the beginning of the next phase.
Since the programme started, the communications environment has been continuously expanded, upgraded and adapted to changing business requirements. New locations have been added, facilities consolidated and systems modernised.
More than eight years later, the programme continues to evolve.
The environment keeps moving
New locations
Branches and operational centres are continuously integrated into the communications framework.
Upgrades and development
Systems evolve alongside business requirements and technology changes.
Integrations
Communications remain connected to broader operational and business processes.
Readiness for future change
Cloud migration, hybrid environments and Microsoft Teams initiatives can be introduced without rebuilding the entire platform.
For organisations of this scale, the real value is not a single deployment. It is the ability to keep evolving the environment for years without starting over.
Why AllVoice
For more than eight years, AllVoice has supported UPS not only through maintenance activities, but also through ongoing development, standardisation and modernisation of the communications environment.
The programme spans dozens of countries, hundreds of locations and multiple time zones. It requires coordination of local partners, collaboration with technology vendors and continuous support for communication systems used across logistics operations and customer service teams.
Today, we apply this experience to organisations looking to simplify communications management, reduce operational complexity and build a foundation for future digital transformation initiatives.
Areas of expertise
IP Telephony and Unified Communications
Design, deployment and support of enterprise communication environments.
Contact Centre Solutions
Platforms supporting customer service and operational teams.
Legacy Modernisation
Structured migration programmes delivered without disrupting daily operations.
Maintenance and Continuous Development
Technical support, change management and long-term communications strategy.
Experience gained through projects spanning dozens of countries, hundreds of locations and thousands of users allows us to view communications as an operational platform rather than a standalone technology project.
Communications for distributed operational environments
If your organisation is planning to modernise telephony, contact centre operations or communications across multiple locations, let’s start a conversation.