Driving Customer Experience Transformation: How GlobalTech Reinvented Its Call Center with Dialogic

Customer experience transformation is now a mission-critical priority for call centers seeking to stay competitive in a rapidly evolving digital world. For GlobalTech, a leading multinational customer service center, this shift meant moving away from aging infrastructure toward modern, scalable, and flexible solutions. This is where Dialogic entered the picture.

The Challenge: Outdated Systems, Rising Expectations

GlobalTech was known for its high standards, but even the most reliable teams are only as effective as their tools. Their existing telephony and media infrastructure couldn’t keep pace with rising call volumes, demand for multimedia communication, and the growing complexity of hybrid work environments. The company needed to act fast.

The goals were clear:

• Support customer experience transformation without costly overhauls.

• Improve system scalability.

• Integrate seamlessly with existing infrastructure.

• Embrace multimedia and WebRTC capabilities for broader service offerings.

The Dialogic Solution: Built for the Future of Customer Experience

Dialogic’s PowerMedia XMS and HMP Media Servers offered a future-proof, software-centric solution that addressed every one of GlobalTech’s needs. These tools delivered:

• Superior Scalability: Handled growing call volumes with ease.

• Seamless Integration: Standards-based architecture ensured fast deployment alongside existing systems.

• Enhanced Multimedia Support: Enabled rich media sessions, including video, audio, and content sharing.

This setup allowed GlobalTech to provide modern, dynamic service while keeping infrastructure investments manageable — a win-win for cost control and innovation.

Transformative Outcomes: Boosting Efficiency and Satisfaction

The deployment of Dialogic’s solutions had an immediate and measurable impact:

• 15% reduction in Average Handling Time (AHT)

• 22% increase in customer satisfaction scores

By embracing customer experience transformation, GlobalTech unlocked capabilities previously out of reach:

• Real-time browser-based video via WebRTC.

• Reduced call drop-offs and faster time-to-resolution.

• Enhanced accessibility for global customers and distributed teams.

Multimedia-Ready for the Next Generation of Service

With Dialogic’s support, GlobalTech’s team began offering video consultations, screen-sharing, and multi-channel support — critical for customers expecting more than just voice-based support. These improvements helped streamline the agent workflow while increasing personalization.

The transition to software-based media processing with Dialogic HMP Media Servers made it possible to support this growth without expanding the hardware footprint — keeping costs low and uptime high.

Scaling with Confidence: Sustainable Customer Experience Transformation

As customer demands continue to rise, GlobalTech is now equipped with a scalable, adaptable platform that grows with them. Dialogic’s architecture supports a large number of simultaneous sessions without compromising performance — a must for high-volume, global operations.

Conclusion: A Strategic Shift Toward Customer Experience Excellence

GlobalTech’s partnership with Dialogic delivered more than just better call stats — it sparked a complete customer experience transformation. With modern multimedia capabilities, future-proof scalability, and robust performance, Dialogic became the cornerstone of their service delivery model.

This case study proves that when call centers embrace innovation and choose the right technology partner, the results go beyond operational efficiency — they define the next era of customer satisfaction.

Let’s Get Started

Whether you’re looking to modernize legacy voice infrastructure or scale call capacity with minimal disruption, Dialogic’s media server solutions make it easier — and more flexible — than ever.

Let us help you future-proof your communications.