A global group whose communications technology at the heart of it’s success
Out client was looking to replace their existing telephony platform. The system needed to meet specific requirements with stability and room for future growth. Solution IP built a new contact centre for a Sales and Marketing group with a workforce of thousands with unified communications technology.
About our client
This global sales and marketing group trusts us with delivering contact centre technology for their core products. Central to their commercial success, our engineers designed and implemented this complex project over a twelve week period.
Multiple systems and vendors overcomplicated management including call recording, switchboard, user set up and security.
With so many moving parts of the project, once reviewed, we work together on a project time line for installations and go live.
Our contact centre was built on a hybrid on-premise and cloud platform. Enabling streamlined call centre operations and integration of multiple customer channels, including social media, web chat, SMS and email.
We delivered a secure wrap around with Fortinet security.
The CRM integration is key for the business model. Outbound calling agents are only permitted to make calls that are initiated from the click to dial function with the CRM system.