A modern law firm was struggling badly with their old…
A successful heating services company receives many customer calls weekly and needed a communications solution that could handle large call volumes without making customers wait. A new VoIP solution was installed that provided a flexible, cloud-based solution that combines centralized communications and a contact center solution to improve the customer experience and increase employee productivity—all while reducing the company’s communications costs.
The previous on-premises system had limited capacity for the entire contact center, so the result was long on hold times for customers, especially during the busy winter period. Otherwise, the system was not working well for staff given the need to offer work from home features and mobility apps.
The contact center solution enables team members to handle larger call volumes to better meet customer demand and skills-based routing allows customers to match agents with who have the expertise to assist them. The customers also have the option to receive a callback instead of waiting in queue, a feature that has become increasingly popular.
At the same time, the non-contact center employees have more options to work flexibly. The advanced business phone service features built-in audio and videoconferencing, instant messaging, presence with mobility features where calls can be transferred or forwarded to alternate numbers and devices, including smartphones, tablets, and home phones, allowing employees to work almost anywhere as if they were in the office.
Installing the new VoIP solution was an obvious choice providing a communication system that works across the entirety of the business, was seamless to deploy and most importantly would greatly enhance the client experience.
You may be interested in other industries and how they are using VoIP to help them run their business communications. We invite you to read the following: