JLL:
From Fragmented Carriers to Unified Global Voice Intelligence
Consolidating providers ensures seamless global coverage
Solution Areas
Consolidate Voice Providers
Industry
Real Estate & Property Management
Company Size
Enterprise
Region
Global
Jones Lang LaSalle (JLL) is a Fortune 500 company managing commercial real estate and facilities for the world's most prestigious organizations, including Morgan Stanley and JP Morgan. Operating 24/7 contact centers across three continents in six languages, JLL handles everything from emergency response to facility operations for thousands of properties worldwide.
The Challenge: When Multiple Carriers Create "Budget Nightmares"
On any given day, JLL works through a number of calls of varying levels of urgency. Voice calls are absolutely mission-critical. Previously, IT had to navigate a maze of questions to ensure calls were correctly routed. Which carrier handles that location? Is it the same provider that serves the building's main operations? Can they even route the call properly, given regional restrictions?
This was the daily complexity for JLL's global operations team managing a patchwork of regional voice providers that included:
Operational Chaos
Multiple Regional Carriers
- Different providers for the Philippines, China, Australia, and North America
- Each has separate contracts, billing, and support processes
Coverage Gaps and Limitations
- Inability to get numbers in certain countries
- Weeks-long provisioning delays impacted client onboarding and service
- Geopolitical calling restrictions between regions
Operational Inefficiency
- Two-week training programs for new agents
- Inconsistent quality across regions
- Complex troubleshooting requiring carrier-specific expertise
- Budget strain from managing multiple vendor relationships
The Solution: One Platform for 300+ Global Clients
In 2016, JLL made a strategic decision: consolidate all regional carriers under AVOXI's global platform while building the foundation for AI-powered operations that could scale with their growth.
The Vision: One provider. Global coverage. Intelligent integrations. Supporting 300+ enterprise clients seamlessly.
True Global Coverage
- Phone numbers across all required countries with a 99% success rate
- Days, not weeks, for provisioning
- Single provider handling all compliance and regulations
Radical Simplification
- Eliminated multiple carrier relationships
- Unified billing and support processes
- Consistent quality standards globally
- Streamlined integration with the Genesys contact center platform
AI-Powered Intelligence
- Call summarization reduces admin time
- Knowledge surfacing for faster resolution
- Training optimization through intelligent delivery
- Quality monitoring across all locations
"AI knows what we know. AI doesn't know what we don't know. It can't search and make things up for itself."
— Swaroop Rao, VP of Service Centers and Global Tech Ops, JLL
Planning for Success: Thoughtful Implementation
JLL and AVOXI's 15-year partnership has evolved from basic consolidation to sophisticated AI-powered operations:
- Strategic phased approach ensuring stability
- Careful AI pilot programs validating each use case
- Comprehensive training across global teams
- Continuous optimization based on metrics
The Impact: Transformational Results
Centralized Operations Management
What once required juggling multiple vendors, inconsistent coverage, and complex training has become a unified platform delivering exceptional quality at scale.
Operational Excellence
- 30% reduction in training time (14 days to 10 days)
- 95% quality scores consistently exceeding 85% target
- 99% coverage success for global number requests
- 300+ clients supported on a single platform
Cost Optimization
- Significant savings through vendor consolidation
- Reduced operational overhead
- Eliminated redundant processes
- Streamlined budget management
Strategic Advantages
Simplified Management
- Single vendor relationship globally
- Unified support and troubleshooting
- Standardized agent training and procedures globally
- Centralized quality monitoring
Enhanced Scalability
- Rapid expansion into new markets (Africa underway)
- Quick provisioning for client requirements
- Out-of-the-box contact center and CRM integration capabilities
- Future-ready for emerging technologies
Quality Transformation
- Consistent service levels globally
- Faster issue resolution
- Improved customer satisfaction
- Reduced dependency on senior staff expertise
Two things come to mind which are very important... one is the quickness in getting the number, the speed at which you guys execute the numbers for us... And the most important one is the coverage. You actually have coverage globally across wherever we have asked for 99% of the time.
Swaroop Rao
VP of Service Centers and Global Tech Ops, JLL
Building a Foundation for the Future
JLL's transformation proves that consolidation isn't just about reducing vendors—it's about creating a platform for innovation. With their voice infrastructure unified under AVOXI, they've built an intelligent communication system that scales with their business and adapts to new challenges.
The Strategic Win: From Chaos to Intelligence
"The most important thing is the coverage. You actually have coverage globally across wherever we have asked for." — Swaroop Rao, VP of Service Centers and Global Tech Ops, JLL.
Ready to transform your global voice infrastructure? Contact AVOXI to discover how your organization can achieve similar results and build a foundation for scalable growth.
