Technology · SaaS Platform · Enterprise Infrastructure
Built to scale: how Unity4's platform doubled capacity on demand
Unity4's contact centre technology is delivered as a resilient, pay-per-use SaaS platform. When client demand surged, that platform scaled on demand — doubling voice-channel capacity, lifting throughput and cutting hardware costs, all without disruption to live operations.
+20%
Increase in platform capacity
−30%
Reduction in hardware cost
2,400
Carrier voice channels (scaled on demand)
100s
Concurrent agents, every day
The challenge
Unity4 delivers real-time, mission-critical contact centre services to blue-chip enterprises — from predictive outbound campaigns to inbound help lines. For a platform that organisations depend on every day, resilience isn't optional: availability and reliability are the product. As demand from major clients grew, the platform needed to scale capacity and add functionality without ever interrupting live operations.
The approach
- Tier-1 carrier-grade network foundation — the platform runs on resilient, enterprise-grade carrier infrastructure engineered for maximum availability and uptime.
- Modular, scale-on-demand architecture — voice-channel capacity was expanded from 1,200 to 2,400 channels as client demand surged, with no disruption to running campaigns.
- One platform, full service range — the same hosted environment underpins everything from predictive outbound sales to inbound support lines.
- Built for peak volumes — integrated voice recognition (IVR) absorbs high-volume call peaks without degrading service.
The results
- 20% increase in the capacity and throughput of the platform.
- 30% reduction in hardware purchase cost — a direct saving that flowed through to the bottom line.
- Voice-channel capacity doubled on demand, absorbing rapid growth in client demand without service interruption.
- Supports several hundred concurrent agents daily across multi-location and home-based teams.
Reliability isn't a feature of the platform — for the organisations that depend on it every day, reliability is the platform.
