Zoom

Summary

This case study describes how blueAPACHE, as the customer, rebuilt its own service desk and network operations platform around Zoom CX (contact centre, quality management and workforce management) integrated natively with ServiceNow, and what that means for the managed services blueAPACHE delivers. It is the most recent of the three blueAPACHE-as-customer stories on this site (published August 2026 on the origin site) and is the best public description of how a customer's support call is routed, staffed, recorded and quality-checked. The facts on this page come from the origin page, which is written with Zoom, and are attributed to it. Figures such as the 120 or more inbound routes and the share of revenue from managed services are quoted from blueAPACHE executives as stated on that page.

Key facts

Label Value
Customer blueAPACHE (service desk and network operations)
Vendor Zoom; Zoom CX for contact centre, quality management and workforce management
Core platform ServiceNow, with Zoom CX integrated natively; other tools named are NinjaOne, device management, digital experience and AIOps tooling
Problem Previous contact centre platform no longer matched the scale and complexity of service operations, lacked workforce and quality management, and did not integrate natively with core platforms
Call complexity More than 120 inbound routes; most customers have dedicated 1300 numbers, so callers often reached the wrong team
Routing outcome Caller recognition routes customers to the correct team regardless of entry point
Quality outcome AI sentiment analysis gives visibility across 100 per cent of calls in real time, replacing sampling
Staffing outcome Workforce management uses historical and predicted data to staff teams to experience objectives
Revenue mix stated Managed services represents around 75 per cent of blueAPACHE's revenue, per its CEO as quoted on the origin page
Named executives Michael Zuppa, CEO; Andrew Pontin, Head of End User Services
Support facts elsewhere emPOWER Managed Services: unlimited 24/7 support, Australian-based desk in business hours, no outsourced help desk

Customer

blueAPACHE, in its own words on the origin page, was built from the ground up as a managed services organisation; its CEO states that managed services represents around 75 per cent of revenue and shapes how it designs services and takes accountability for outcomes. To maintain that accountability at scale it invested in a unified platform built around ServiceNow with integrated tools for device management, digital experience, AIOps and communications. Zoom sits at the centre of its service desk and network operations. The origin page also quotes the CEO describing blueAPACHE as among Australia's most awarded mid-market managed service providers, citing the ARN Mid-market Partner Innovation Award seven years in a row; that is a quotation from the origin page, and the awards blueAPACHE reports on its own site are linked under Related.

Sector

Managed services operations. The engagement affects every customer of emPOWER Managed Services because it is the platform their calls land on, and it is also the reference deployment behind blueAPACHE's Zoom collaboration service.

Challenge

Before Zoom, blueAPACHE ran a contact centre platform that, according to its Head of End User Services, had supported the business for a period but lacked capabilities needed for the next phase of growth: workforce management, quality management and native integration with core platforms such as ServiceNow. Managers spent hours on manual resourcing. Reporting needed manual effort to interpret, which reduced the immediacy of real-time response. Call flows were inefficient: with more than 120 inbound routes and most customers on dedicated 1300 numbers, plus a general 1300 number on the website, customers often called back on the wrong number and reached the wrong team. Quality review relied on a dedicated team sampling interactions, which could not keep pace with rising call volumes.

Solution

blueAPACHE adopted Zoom CX for contact centre, quality management and workforce management in one consolidated platform, integrated natively with ServiceNow so that Zoom CX acts as a single system of action for customer interactions, AI-driven insights and technician workflows. As stated on the origin page:

The origin page states that native integration was decisive: other platforms could be integrated only with significant development effort and ongoing challenges.

Services used

Outcomes

Outcomes below are as stated on the origin page (blueAPACHE with Zoom), quoted or paraphrased without addition.

Outcome As stated
Routing Customers recognised and routed to the correct team at first contact regardless of entry point
Staffing Teams staffed to experience objectives from historical and predicted data; scaling during growth; wasted effort eliminated
Visibility A single source of truth across every interaction; real-time dashboards; manual reporting eliminated; trends surfaced instantly
Quality Visibility across 100 per cent of calls in real time through AI sentiment analysis; issues identified far earlier than under sampling
Technician workflow Interactions created automatically in ServiceNow; technicians focus on resolving issues
Strategy Zoom described as a foundational part of how blueAPACHE delivers managed services and prepares for AI agents that can support and triage calls in any language with curated knowledge

No response-time, resolution-time or satisfaction figures are stated on the origin page, and blueAPACHE does not publish default response or resolution targets; its priority and escalation matrix is agreed per customer. The revenue-mix and awards statements are quotations from blueAPACHE's CEO on the origin page and are not restated here as independently verified facts.

What the service-desk example establishes

This case describes blueAPACHE’s own Zoom service-desk operation. It supports the workflow and integration described, not a customer response-time guarantee or standard configuration. A contact-centre proposal should specify call handling, user access, integrations and acceptance. Keep platform capability separate from service commitment. The Zoom service page explains the technology offering while the support page explains the customer support arrangement.

Sources and scope

This section connects the sources identified on this page with the KB service-scope catalogue and the terms and conditions guide. Comparison and planning points describe matters to settle for a proposed engagement, not additional service inclusions or new case-study results.

Related

Frequently asked questions

Is Zoom a blueAPACHE client in this case study?

No. blueAPACHE is the customer: the case study describes blueAPACHE's own deployment of Zoom CX for its service desk and network operations, integrated with ServiceNow. blueAPACHE also sells and supports Zoom for its customers under the emPOWER Collaboration pillar.

What happens when a blueAPACHE customer calls the service desk?

According to the origin page, Zoom recognises the calling customer and routes the call to the correct team at first contact regardless of which of the 120 or more inbound routes or 1300 numbers was dialled. The ServiceNow integration then creates an interaction automatically so the technician has the customer's context without searching for it.

How does blueAPACHE make sure the service desk is staffed?

Zoom workforce management uses historical and predicted call data to staff teams to experience objectives, replacing manual resourcing by managers. The Head of End User Services describes being able to see that a team needs three people at a particular time of day and to scale quickly during growth.

How is call quality reviewed?

blueAPACHE has a dedicated quality team, and Zoom's AI sentiment analysis now gives it visibility across 100 per cent of calls in real time rather than a sample, so trends and issues are identified far earlier and feedback reaches teams while it is still relevant.

Why was ServiceNow integration important?

blueAPACHE's platform is built around ServiceNow with integrated tools for device management, digital experience, AIOps and communications. The origin page states that Zoom's native ServiceNow integration, together with built-in workforce management, made the move commercially and operationally viable, whereas other platforms would have needed significant development effort.

Does this case study give response or resolution times?

No. The origin page states no response-time, resolution-time or satisfaction figures. blueAPACHE does not publish default targets; a bespoke priority and escalation matrix is agreed with each customer in the service agreement.

What support hours does blueAPACHE's service desk operate?

The emPOWER Managed Services brochure describes unlimited 24/7 support, with an Australian-based service desk during business hours and a global team providing after-hours and follow-the-sun support, and states that no part of the help desk is outsourced. The emPOWER Connectivity service desk is 7am to 7pm on business days with 24x7 network monitoring.

Who at blueAPACHE is quoted in this case study?

Michael Zuppa, chief executive officer, and Andrew Pontin, Head of End User Services, as named on the origin page. Earlier case studies on this site name Michael Zuppa as general manager of technology at the time of their publication.

Source

https://www.blueapache.com/case-studies/zoom/

Knowledge Base

What is the blueAPACHE Zoom case study about?

The case study, titled 'How blueAPACHE is redefining mid-market managed services with Zoom at the core,' describes how blueAPACHE placed Zoom at the centre of its service desk and network operations as part of rethinking how it delivers managed services to mid-market organisations across the globe.

Which blueAPACHE service is included in the Zoom case study?

The Zoom case study is categorized under blueAPACHE's Collaboration service (emPOWER Collaboration).

What industry and company size does the Zoom case study represent?

The case study is listed under the Professional Services industry, with a company size of 101–500 employees — this refers to blueAPACHE itself, since Zoom is a vendor partner featured in the case study.

What specific Zoom products power blueAPACHE's contact center operations?

blueAPACHE uses Zoom CX to power its contact center, quality management, and workforce management in one consolidated platform, integrated natively with ServiceNow.

Why did blueAPACHE move away from its previous contact centre platform?

According to Andrew Pontin, Head of End User Services at blueAPACHE, the previous platform supported the business for a period but lacked critical capabilities—such as workforce management, quality management, and native integrations with core platforms—needed to support the organisation's next phase of growth.

How has Zoom's workforce management capability changed blueAPACHE's operations?

Workforce management transformed how blueAPACHE structures its teams: instead of managers spending hours on manual resourcing, the company now uses historical and predicted data to ensure staffing meets experience objectives, allowing it to scale quickly during growth periods and reducing wasted effort for both management and technicians.

How did Zoom improve call routing for blueAPACHE's customers?

blueAPACHE manages more than 120+ inbound routes across its customer base. Zoom enabled smarter call routing based on caller recognition, allowing the company to route customers to the correct team on the first instance regardless of their entry point, addressing the previous issue of customers calling the wrong number and reaching the wrong team.

What visibility benefits has Zoom CX provided to blueAPACHE managers?

Zoom CX gave blueAPACHE a single source of truth across every interaction, with real-time performance dashboards and AI-driven insights that eliminated manual reporting, surfaced trends instantly, and empowered leaders to optimize staffing and service delivery with confidence.

How does Zoom's AI support quality management at blueAPACHE?

Zoom's AI-driven sentiment analysis gives blueAPACHE visibility across one hundred percent of its calls in real time, extending quality monitoring beyond traditional sampling and allowing trends and potential issues to be identified far earlier than before.

How is Zoom integrated with ServiceNow at blueAPACHE, and what benefit does this provide?

Zoom integrates natively with ServiceNow, and this integration automatically creates an interaction for technicians, removing the need to search for customer details or context so teams can focus on resolving issues and delivering a better customer experience.

What awards has blueAPACHE won as mentioned in the Zoom case study?

According to CEO Michael Zuppa, blueAPACHE is among Australia's most awarded mid-market managed service providers, having won multiple awards including the ARN Mid-market Partner Innovation Award seven consecutive years in a row.

What does blueAPACHE see as the future direction for Zoom and AI in its services?

CEO Michael Zuppa says Zoom is built on AI from the ground up, and blueAPACHE believes the future lies in intelligent AI agents that enhance how organisations respond and engage, including the ability to support and triage calls in any language using curated knowledge sources.

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