Intermedia Migration in Action for ACN

Providing the know-how to move an entire customer base from a network-based voice platform to Intermedia.

Headquartered in Concord, North Carolina, ACN is a global provider of communications, energy, and merchant services. It sells a suite of services including broadband, residential voice, and hosted PBX to residential and small business customers through a network of independent sellers.

ACN selected Intermedia to replace its existing residential/small business feature server with Intermedia’s cloud-based UC solution, Intermedia Unite. As part of this transition, ACN’s entire customer base needed to be migrated to the Intermedia platform within the first 4 months. The primary reason for the tight timeline was ACN’s desire to turn down the BroadSoft/Cisco feature server to upgrade the services they are offering their customers.

Thousands of Customers and a High Level of Complexity

ACN had a mix of customer types that required migration. The mix ran the gamut from single lines behind ATAs (analog terminal adapters) to complex, multi-site businesses. Adding to the complexity was a variety of IP phones, some of which, due to their age, would need to be replaced with newer, modern devices. In all, there were thousands of customers that were to be moved.

Migration with Careful Planning at Every Stage

To begin the process, Intermedia’s migration specialists conducted a fact-finding effort to segment the types of customers. Since we migrate thousands of PBX and UC users per month, we have subject matter expertise in many different systems and configurations and purpose-built automated tools. Once the data was categorized, our migration team got to work. Bulk migration tools were tested against the ACN customer database to ensure alignment. Interconnections between the two platforms (old and new) were established so that voice traffic could be easily exchanged prior to the cutover. Lastly, our migration team worked with our internal number porting team to ensure that number ownership could be easily transferred from ACN to Intermedia.

A Successful Effort in Only a Matter of Weeks

Starting methodically and validating success continually, our migration efforts were eventually ramped to hundreds of accounts a day, and the project was completed in a matter of weeks. “We were extremely happy with the process and how well it went,” said Charles Barker, CEO of ACN. “Getting these customers off our legacy platform and moved to Intermedia gives our customers a much better service with upgraded functionality with a positive commercial outcome for Intermedia, our customers, and us.”

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Brian Gregory

Brian Gregory is the Senior Director of Product Marketing at Intermedia Communications. He has responsibility for guiding Intermedia’s service provider marketing initiatives, including product strategy, content development, business analytics, and go-to-market execution. Brian has held various roles in marketing and product management at communication service providers and technology concerns, including Ribbon, Metaswitch, and Sprint.