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Commercial · Results & Case Studies

Contact centre outsourcing that performs when it matters.

From everyday customer service to business-critical moments, Unity4's commercial contact centre delivers. Here's the proof of how our people and platform step up under pressure.

Commercial · Business Continuity · Disaster Recovery

Disaster recovery in 3 hours: keeping an airline's guests connected through a natural disaster

When severe flooding took a major Australian airline's call centre offline, the business risked losing all guest contact — at exactly the moment guests most needed to reach them. Because Unity4 operates a cloud-based, home-agent model with no dependency on any single physical site, we had a team live and answering calls within hours.
3 hrs
Platform live after notification
10
Operators trained & taking calls in 3 hrs
33,000+
Inbound calls answered
2
Major outage events covered

The challenge

Severe flooding struck the client's call centre directly, taking the site offline. For an airline, a guest contact centre going dark during a natural disaster is the worst possible moment to lose the ability to answer calls — demand spikes precisely when capacity disappears. The client needed to restore guest contact, fast, with no physical site to fall back on.

The approach

  • Cloud platform, no site dependency — because Unity4 runs a hosted, home-agent model, there was no physical call centre to rebuild. The operation could be stood up anywhere, immediately.
  • Live within 3 business hours of notification of the event — the full Unity4 environment configured and operational.
  • A trained team, fast — 10 operators onboarded, trained and answering guest calls within three hours.
  • Sustained through two events — Unity4 absorbed both a systems outage and a major flood event, maintaining guest contact throughout.

The results

  • Operation live within 3 business hours of notification — guest calls answered the same day.
  • 10 operators trained and taking calls within 3 hours.
  • Over 33,000 inbound calls answered across the two outage events.
  • Business continuity maintained through a major natural disaster, with no physical site required.
"May I take this opportunity to say ‘Unity4 rocks!’ We value yours and your operator team's support — please pass on my genuine thanks to them. They've embraced our company culture of customer orientation, team work and versatility as if they were one of our own." — Head of Guest Contact Centres, major Australian airline

Disaster-recovery response during a major Australian flood event. Client name withheld. Demonstrates the business-continuity advantage of a cloud-based, home-agent model with no single-site dependency.

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