Brinks, Inc. Transforms World Communications with Webex Calling

For over 160 years, Brinks, Inc. has been synonymous with safety, reliability, and belief. Because the world’s main armored transportation and money logistics supplier, Brinks operates over 220 branches throughout the U.S. and Canada, and boasts a really world footprint with 1000’s of places and property worldwide. The corporate’s signature armored vans and safe providers are relied upon by banks, retailers, and establishments in over 50 international locations, transferring money and valuables with precision and care.

In an period of fast digital transformation and evolving work fashions, Brinks acknowledged that its communication infrastructure wanted to be as resilient and agile as its core enterprise. Making certain seamless, environment friendly, and safe communication—throughout time zones, geographies, and a fancy operational panorama—was non-negotiable for sustaining buyer belief and operational excellence. For Paul Brookshire, Sr. VoIP Engineer at Brinks, this problem introduced a chance: “Utilizing Webex Calling has been a sport changer for Brinks. Utilizing Management Hub has allowed us to handle customers by way of a single pane of glass.”

The Problem

As Brinks scaled its operations, it noticed a chance to streamline operations by migrating Cisco UCM on premises to the cloud with Webex Calling. With over 4,000 customers and 150,000–190,000 calls per thirty days within the Americas alone, managing disparate techniques throughout greater than 220 branches was changing into more and more complicated and resource-intensive. The prevailing infrastructure required substantial {hardware} deployment and guide configuration at every website—a course of that consumed invaluable IT sources and slowed response occasions.

“Transferring from on-prem name supervisor into the Webex atmosphere was an enormous problem for us at Brinks as a result of we had to determine a technique to migrate all 220 branches from an on-prem resolution into the cloud,” recalled Brookshire. “Our major concern was how can we migrate over 220 branches with out affecting the client and our finish customers?”

Along with technical hurdles, the evolving wants of a distributed workforce introduced new calls for. Many Brinks workers wanted to collaborate just about, deal with buyer inquiries from wherever, and adapt rapidly to altering market situations. “One of many greatest challenges, in fact, being distant, is that lots of the customers are having to discover ways to collaborate in a digital world,” Brookshire famous. “By utilizing groups, it’s simpler for us to work collectively.”

Furthermore, Brinks wished to keep its status for reliability and customer support by way of each transition. Any downtime, communication delays, or missed calls might impression not simply inside groups but in addition the high-value prospects who rely on Brinks’ providers on daily basis.

The Resolution 

After a radical analysis of choices, Brinks chosen Webex Calling as the inspiration for its new world communications platform. The choice was pushed by the necessity for seamless integration, scalability, and a transparent migration path from its current techniques. “We did a number of evaluations, and we determined that Webex was the most effective resolution for us,” stated Brookshire. “The principle purpose was the combination that was attainable with our present on-prem resolution. Webex Calling allowed us to do a seamless migration, which was higher for us and the shoppers.”

A vital part of the venture was Cisco’s Webex Management Hub, which offered a unified, cloud-based interface for managing customers, units, and websites—no matter location. With the flexibility to provision, monitor, and troubleshoot from a single pane of glass, Brinks’ IT group gained unprecedented agility and management. “Having to handle over 220 branches, it’s vital to have a single pane of glass to handle all of the customers and endpoints, as Management Hub does an excellent job of it,” Brookshire emphasised. 

The answer additionally enabled the strategic rollout of latest options and automation. Brinks carried out auto attendants for all inbound calls, guaranteeing that each buyer and worker inquiry was routed rapidly and effectively. “Our month-to-month name quantity at Brinks averages round 150,000 calls per thirty days. Each name is entered by an auto attendant, so the client has choices to decide on which division or characteristic they’re after,” defined Brookshire. The corporate has plans to additional improve the client expertise by introducing AI-powered receptionists sooner or later.

Deployment & Adoption

The migration from on-premises to the Webex cloud was executed with outstanding velocity and precision, because of cautious planning and the pliability of the Webex Calling platform. Brinks established a SIP trunk to attach its legacy techniques with the cloud, enabling a managed and branch-by-branch migration schedule. “We needed to combine through a SIP trunk, which then allowed us to have one single port for all of our 10,000-plus DIDs, which then allowed us emigrate on our schedule, department to department,” Brookshire defined.

Extremely, all the migration throughout the Americas was accomplished in lower than 60 days—a testomony to the dedication of the Brinks group and the help of Cisco and its companions. “It was an enormous enterprise, and we truly did that in below 60 days,” stated Brookshire. “It took an enormous coordination effort, however utilizing Webex Calling and Management Hub has allowed us to simply deploy and set up new places by utilizing a single pane of glass, which has just about allowed us to handle all of our endpoints and customers a lot simpler.”

Worker adoption was a key focus from the beginning. All of Brink’s inbound and outbound calls—each customer-facing and branch-to-branch—had been migrated to Webex Calling. The IT group offered coaching and help, guaranteeing that customers might entry the brand new platform on their PCs or cellular units with ease. “We’ve obtained all of our customers educated to simply have the Webex software on their PCs and/or cell telephones and simply use that app. And that appears to work completely,” Brookshire shared.

Moreover, Brinks leveraged Cisco Boards and integration licenses to permit seamless conferences between Microsoft Groups and Cisco {hardware}, enhancing the conferencing expertise in department places of work and convention rooms. “The combination Cisco and Microsoft Groups has partnered with has allowed for a a lot smoother expertise throughout conferences,” Brookshire famous.

Outcomes & Influence 

The transition to Webex Calling has delivered transformative outcomes throughout Brinks’ operations. The IT group now manages greater than 4,000 customers and 220 branches by way of the Webex Management Hub, dramatically lowering administrative overhead and enabling real-time oversight. “The tangible consequence was Brinks having the ability to handle all of our branches from a single pane of glass. I’m the one voice engineer at Brinks, so having the ability to make the most of that single pane of glass for all of the branches throughout the Americas is critical for us,” stated Brookshire.

Operational efficiencies have soared. {Hardware} footprints at company places of work had been diminished as softphone functions changed desk telephones, whereas department places retained devoted units for mission-critical communication. “With the brand new platform, we’ve been in a position to cut back the footprint of all of the telephones. At our company workplace and world workplace, we’ve got carried out a softphone software solely. Solely our department places have the precise bodily desk telephones,” Brookshire defined.

Buyer expertise has additionally improved, with optimistic suggestions on the auto attendant system and seamless name routing. “The client suggestions has been very optimistic, and we’re seeking to implement AI receptionists to assist improve the client expertise,” stated Brookshire.

Maybe most spectacular is the agility with which Brinks can now reply to enterprise wants, whether or not scaling up for acquisitions, integrating new branches, or rapidly deploying communication options to new places. “Utilizing Webex Calling has been a sport changer for Brinks. Utilizing Management Hub has allowed us to handle customers by way of a single pane of glass,” Brookshire reiterated.

Future Plans 

Wanting forward, Brinks is poised to construct on its Webex Calling basis to drive additional innovation and progress. The corporate is rolling out Webex Calling to every newly acquired or merged department, guaranteeing world consistency and scalability. “Our plan is to roll out Webex at every location as we retire or merge branches,” Brookshire shared.

Brinks is additionally exploring enhanced integrations and automation, equivalent to deploying AI-powered receptionists to additional streamline customer support. The IT group is preserving an in depth eye on developments in AI and analytics, desperate to leverage new instruments that align with Brinks’ dedication to safety, effectivity, and superior service. “If I’d hear of different use case eventualities, you already know, that we might use at Brinks, I’d be completely happy to implement them,” stated Brookshire, emphasizing the corporate’s openness to steady enchancment.

Most significantly, Brinks’ journey demonstrates how a world, mission-critical group can harness the facility of cloud communications to ship on its promise of reliability and belief—irrespective of the place enterprise takes them.

“Utilizing Webex Calling and Management Hub has been a sport changer for Brinks. It has allowed us to simply deploy and set up new places by utilizing a single pane of glass, which has just about allowed us to handle all of our endpoints and customers a lot simpler.”

— Paul Brookshire, Sr. VoIP Engineer, Brinks, Inc.

Contact our group immediately to study extra about how Webex Calling may help your group obtain new heights in operational effectivity and buyer satisfaction.