IT managed services company based in Merseyside
We worked with this client* on their system migration. They wanted to make a move from a managed office telephony system to their own independently hosted cloud-based IP-PBX. This client came to us because downtime during their migration was simply not an option. We understood the importance of providing a quick and efficient service migration while ensuring their customers had a seamless experience throughout the migration.
We worked with our client on a side by side set up to ensure the migration was smooth and easy. We delivered a fully managed, hosted IP-PBX, along with a rich set of features for their new set up.
The functionality set we put together included a digital receptionist which enables their system to answer phone calls automatically and present incoming callers with a menu of options. Now their customers can be directed effectively to where they want to go, for example: “For sales, press 1. For support, press 2. For customers services press 3 or wait to be transferred to the operator.”
We implemented fully automated call queues, call recording functionality as well as various management features such as ‘Barge in’ and ‘Whisper’ functionality. The barge feature now allows employees to jump into a call as a full participant while the whisper functionality means they can communicate without the customer hearing for a more professional service.
Softphones and Web Clients were deployed to all staff, some desk phones were also provisioned for home workers to bring all workers in line with the new communication set up.
Our client now enjoys a fully supported and managed cloud IP-PBX. Working closely with our client we were able to deliver them a rich set of features that were tailored to meet the needs of their service focused business type.
Staff can utilise telephony services on softphones, desk phones and also mobile devices from any location, meaning they are now a fully fledged flexible business. This has opened opportunities for remote and flexible working as well as increased communication for home workers.
As well as these functionalities, this client now has in-depth reporting delivered on their service queues, so SLA’s and service delivery can be a focus for the business leaders in making decisions moving forward about the company.
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*Due to data protection & customer confidentiality we do not publish client details.