Contact centres agents on their headsets - close-up shot

The Customer

Name / Business: Significant UK based professional services provider with over 16,000 partners and staff and 21 offices

Locations: 120 contact centre agents including 12 supervisors, with a further 6 switchboard operators activated

Service: Design, deployment, adoption and support of Microsoft Teams certified Switchboard and Contact Centre technology

The Challenge

  • Existing platforms were in need of modernisation to be able to drive improvements in customer experience and dialogue management
  • New technology proposed would need meet a range of strategic objectives to change how customer service was delivered for the organisation’s clients through the contact centre function
  • How existing platform was being operated and look to deliver key improvements for their business, rather than just replace the switchboard and contact centre like for like
  • Investment in Microsoft Modern Workplace technologies had already begun within the business, with Microsoft Teams being used for enterprise voice across a single global Microsoft Teams tenant
  • The new contact centre needed to be certified for Microsoft Teams, facilitating a full move for the company to the adoption of a wider Microsoft unified communications strategy
  • The proposed solution needed to support the current mode of operation, which was heavily voice centric, but also enable the transformation of existing services to a future mode of an omni-channel dialogue management to simplify the route for customers reaching the desired destination within the organisation, enabling first time resolution of issues where possible
  • Using new dialogue channels such as virtual agents (bots), self-service capabilities and automation to receive the desired information more efficiently
  • To integrate with the organisation’s workflow management platform and the Customer Relationship Management (CRM) systems which consisted of Microsoft Dynamics 365 and Salesforce
  • To offer enhanced management information and analytics, including real-time trend details relating to the performance of interaction handling by agents

The Solution

  • Anywhere365 Dialogue Cloud Contact Centre platform with core voice features
    • Enables the desired Microsoft Teams Telephony integration
    • Offers more modern modes of communication with their customers through the omni-channel capabilities
  • With Microsoft Teams Telephony already utilised across the business, the existing Session Border Controllers (SBCs) were connected to the Anywhere365 Dialogue Cloud service to support calls into the Contact Centre, Switchboard and also allow calls to be routed to Microsoft Teams and the existing Skype for Business environment where required
  • Engaging with key stakeholders across the organisation, a design workshop was delivered to evaluate existing call flows and ensure that benefits were seen in the build of new workflows, plus agree on user acceptance criteria
  • Expertise was also provided to the internal IT team in terms of knowledge share with regards to the contact centre environment set up and guidance give with regards to the SBC and SIP integration requirement
  • A full range of adoption and training was provided to contact centre agents and attendant console operators, so that they had extensive knowledge and skills across the Anywhere365 products
  • This included supporting documentation and adoption collateral
    System acceptance testing completed
  • Early Life Support (ELS) services were provided to ensure a smooth transition to Business as Usual (BAU) operation, as the first Unified Contact Centres (UCCs) went into production

The Results

Anywhere365 Dialogue Cloud Contact Centre and Attendant Console was successfully deployed according to the mutually agreed timeline for the work, impact to normal operations was minimised and stakeholders across the business were extremely pleased with all services delivered by the Symity project team.

A key factor in the success of the project was the alignment of personnel between the business units at the organisation and Symity experts. This enabled effective communication and collaboration during the project, ELS and into operational support.

The client now has a complete and robust Microsoft Unified Communications solution through the integration of the Anywhere365 Dialogue Cloud Contact Centre platform, certified for Microsoft Teams and utilising the Connect mode of connection.

Significant benefits to the organisation have been realised through the realisation of this single communication platform, with improvements in the speed and resolution of customer queries through integration with ServiceNow and the existing CRM systems.

Routes for customer interactions with the professional services organisation have been dramatically improved. The implementation of new Skill Based Routing (SBR) workflows has seen a reduction in the time to resolve inbound queries, and Customer Satisfaction (CSAT) scores across the contact centre have increased.

Using Microsoft PowerBI, reporting and analytics are available to supervisors and management, so that operations can be adjusted to suit the volume of interactions being received. Due to the ease of setting up new agents, additional resources can easily be added to the contact centre and shifted to particular UCCs without the need of intervention by their internal IT or ticket requests to Symity support.

Symity continue to work very closely with stakeholders across the organisation beyond traditional support services. A more advanced dialogue management is in the process of being tested for full rollout, which will include the handling of customer requests by bots across a number of business units, driving further time and cost savings.

Together, Symity and the business are driving innovative improvements in service, which will enable the differentiation of quality customer service within the professional services sector.

Anywhere365 Dialogue Cloud has provided a modern and certified Microsoft platform to the organisation and as newer Artificial Intelligence (AI) become part of the product portfolio, Symity will look to help the organisation reap these benefits.