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.

The Challenge

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Multiple systems and vendors overcomplicated management including call recording, switchboard, user set up and security.

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Simplify call routing across two sites.

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No integration between the CMS resulting in lack of visibility of data across channels.

With so many moving parts of the project, once reviewed, we work together on a project time line for installations and go live.

The Solution

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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.

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We delivered a secure wrap around with Fortinet security.

The Outcome

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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.

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Call data triggers are be configured to enable API access so raw call data can be accessed.

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Call recording made or received from the restricted call list. The call recordings will be made available via the CRM.