Unified comms in action!

Where communication is business critical

Black Friday and the mad dash for Christmas presents now feels like a distant memory. But as we entered the New Year there was yet another reason to spend our hard earned pennies - the January sales!

While we are busy snapping up bargains online – retailers are running a military like operation to get our goods to us. Customer services are dealing with enquiries and queries, orders need to be processed and logistics co-ordinated.  Communication between departments, across teams and locations is critical to fulfil customer orders efficiently.

When the need arose for our award winning retail client to move to larger premises they took the opportunity to review their communications infrastructure. We worked with them to find and implement the right unified comms solution to support their 1500+ seat system (Call centre function) and the pace of their global development.

They were delighted with the results and the unified communications solution brought many companywide benefits including:

• Increased productivity
• Enhanced international collaboration through video conferencing
• Reduced number of suppliers to a single point of contact
• Provided a scalable and flexible solution that can grow and adapt with the business
• Formed a single directory accessible to the whole company regardless of location
• Short-code dialling covering all locations, including remote and home based workers

Benefits specific to the customer service call centre function:

• Language based customer service lines (in this particular case more than 20 separate lines were required)
• Ability to hold calls in a queue and distribute when an appropriate skilled agent becomes available resulting in better call response times
• Follow the sun ability to answer customer calls
• The overall solution design supports shift work with agents logging in to shared hot desk phones
• And a dynamic link to an external service for back up in busy periods

Our client’s focus on delivering exceptional service was never in doubt but fast growth brought new challenges – a bespoke unified comms solution and support in place, which enabled them to meet their customer’s needs and business objectives effectively.  As the business continues to expand they are also safe in the knowledge that the system can grow and evolve with them.

With the New Year underway it’s a good time to consider if your current communications infrastructure is helping you achieve your business needs and goals?

Find out more about unified comms and it's benefits