How blueAPACHE is redefining mid-market managed services with Zoom at the core

Company size:

250+ Employees

HQ Location:

Melbourne, Australia

Industry:

Managed Service Provider (MSP)

Challenges:

An ageing contact center platform that lacked integration with core systems
Manual reporting “blind spots"
Complex call flows across 120+ customer phone numbers

Solutions:

Zoom CX: unifying Contact Centre, Workforce Management, Quality Management, and AI Companion in one connected platform

Outcomes:

Connected customer journeys at scale.
Automated routing across 120+ inbound routes, helping to ensure callers reach the correct team, without manual triage or misroutes.
AI-powered quality at 100% visibility.
Auto-scoring every interaction with Zoom Auto
Quality Management replaced manual sampling of 5–10% of interactions to 100%, enabling proactive coaching and faster issue detection.
Unified workflows that eliminate friction
Native ServiceNow integration automatically opens interactions, removing manual data entry and reducing after-call work.

Website:

https://www.blueapache.com/

Products used

The power of the two [Zoom and ServiceNow] is what really starts amplifying the way we deliver that service... we’re now on the cutting edge of what’s possible in delivering managed services.

Michael Zuppa General Manager, blueAPACHE

real-time visibility across call quality and customer interactions.

automated Call Flows across more than 120 inbound routes.

manual reporting eliminated by integrating Zoom natively with ServiceNow.

Platforms, integration and AI-driven insight are shaping the future of managed services. For blueAPACHE, staying ahead meant rethinking how its service operations were built and choosing technology that could scale with the market’s direction. Zoom became a critical part of that strategy. Today, Zoom sits at the centre of blueAPACHE’s service desk and network operations, supporting how the business delivers managed services to mid-market organisations across the globe.

That transformation has not gone unnoticed.

“blueAPACHE is among Australia’s most awarded mid-market managed service providers. We’ve won multiple awards including the ARN Mid-market Partner Innovation Award seven years in a row, which is unheard of in the market,” says Michael Zuppa, CEO at blueAPACHE.

Unlike many technology providers that primarily sell products and add support later, blueAPACHE was built from the ground up as a managed services organisation.

“Our true DNA is managed services,” Zuppa says. “It represents around 75 percent of our revenue and shapes how we design services and take accountability for customer outcomes. We’re not a product‑led provider that adds support later. Delivering managed services at scale is at the heart of what we do.”

Building a modern service platform

To maintain accountability at scale, blueAPACHE invested in a unified technology platform built around ServiceNow, supported by integrated tools across device management, digital experience, AIOps and communications.

Zoom now plays a central role within that platform.

“The power of the two is what really starts amplifying the way we deliver that service. We now have integrated vendor solutions that we pulled together to maximise making our IT as a service as efficient as possible. With Zoom CX powering our contact center, quality management, and workforce management in one consolidated platform, we connected customer interactions, AI-driven insights, and technician workflows into a unified operating model. Integrated natively with ServiceNow, Zoom CX serves as a single system of action for delivering consistent, high-performance communication.” Zuppa says.

Before adopting Zoom, blueAPACHE was operating on a contact centre platform that no longer aligned with the scale and complexity of its service operations or its evolving customer experience objectives.

According to Andrew Pontin, Head of End User Services at blueAPACHE, while the platform supported the business for a period of time, it lacked several critical capabilities required to support the organisation’s next phase of growth.

“Workforce management and quality management were two key components that drew us to Zoom, as well as integrations with some of our core platforms. Having workforce management has transformed how we structure our teams. Instead of managers spending hours on manual resourcing, we now use historical and predicted data to ensure we are staffed perfectly to meet experience objectives. It allows us to scale quickly during periods of growth and eliminates wasted effort, simplifying life for both our management and our technicians,” Pontin says.

Integration was equally important. Zoom’s native integration with ServiceNow, combined with built-in workforce management, made the transition commercially and operationally viable.

“The lack of integration capability with some of the other platforms that we looked at was a big issue. It could be done, but it couldn’t be done natively, which would mean a lot of development effort and ongoing challenges.”

Improving customer experience from the first call

blueAPACHE manages more than 120+ inbound routes across its customer base, creating complex call flows that were inefficient.

“Majority of our customers have dedicated 1300 numbers, but we also have a 1300 number on our website. That meant customers would often call back on the wrong number and go through to the wrong team,” Pontin explains.

Zoom enabled smarter call routing based on caller recognition.

“Having Zoom allowed us to put the smarts in place to recognise the customer that was calling us and route them through to the correct team in the first instance, regardless of their entry point”

Greater visibility for managers

“As our service desk continued to scale, we wanted stronger, more reliable insight into performance across our environments,” says Pontin. “Our previous platform supported the business, but required additional manual effort to interpret data, which reduced the immediacy of real‑time response.”

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

“Being able to pull out a graph that shows we need three people in this team at this particular time of the day has made a big difference.”

Using AI to lift quality and consistency

Zoom’s AI driven sentiment analysis has elevated how quality is measured across blueAPACHE’s service desk. “We’ve always invested in quality, with a dedicated team focused on reviewing customer interactions,” Pontin says.

“As our call volumes increased, we saw an opportunity to use AI to extend that capability beyond traditional sampling and gain real time insight across every interaction. With Zoom, we now have visibility across one hundred percent of our calls in real time.”

That level of visibility allows trends and potential issues to be identified far earlier. “Instead of detecting patterns weeks later, we can surface insights much sooner,” Pontin says. “That timeliness keeps feedback front of mind for our teams and makes it far more effective, driving greater consistency and better outcomes for customers.”

Supporting people through better tools

At blueAPACHE, technology decisions are closely connected to employee experience and service quality. “Our focus has always been on setting our people up to perform at their best,” says Pontin. “That means investing in modern, enterprise grade platforms that make day to day work easier, more intuitive, and more connected. Tools like ServiceNow, Zoom, and NinjaOne play a critical role in how our teams collaborate, support customers, and continuously improve.”

The integration between Zoom and ServiceNow has simplified daily workflows for service desk teams. “The integration automatically creates an interaction for our technicians,” Pontin adds. “It removes the legwork of searching for customer details or context, allowing our teams to stay focused on resolving issues and delivering a better customer experience.”

Looking ahead

As blueAPACHE continues to evolve its service delivery model, Zoom remains central to its future vision. Zoom is not simply a contact centre solution. It’s a foundational part of how the organisation delivers managed services today and prepares for what comes next.

“From a platform perspective, Zoom is built on AI from the ground up. We know we’re on the cutting edge of what is possible,” Zuppa says.

“The future lies in intelligent AI agents that enhance how organisations respond and engage. The ability to support and triage calls in any language, with access to curated knowledge sources, is transforming what’s possible. While the future continues to evolve, it’s exciting to be at the forefront, using AI to empower teams, elevate customer experiences, and unlock new opportunities.”

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