Customer Success Story: The Wise Group
“MiContact Center has led to an improvement in the way we interact with our customersand overall customer satisfaction.” - Barbara Ferguson, ICT Manager, The Wise Group
Headquartered in Glasgow, United Kingdom, The Wise Group is focused on changing lives - helping people gain new skills and get off of benefits and back to into work, regenerating communities, working to eliminate poverty, and trying to create a greener society. In 2012, The Wise Group realized that they had grown to a point that they needed to reconsider their communications infrastructure. While the company had been an early adopter of Voice over IP telephony, their legacy PBX did not easily integrate with their vision of the future, which was to invest heavily in the Microsoft stack of business productivity applications and infrastructure. Other key factors were the lack of a truly unified communications solution and integrated contact center suite of applications.
Their reseller recommended MiContact Center for Microsoft Lync to go with their newly implemented Lync Server. With MiContact Center for Microsoft Lync, The Wise Group was able to migrate to a future-proof unified communications system while benefitting from a full-featured contact center solution that enabled them to make full use of the Microsoft stack of infrastructure and application solutions, simplify management, increase employee productivity and customer satisfaction, and easily scale their business as the company grow. Other benefits have included:
- Improved contact center management and reporting
- Increased productivity of contact center agents
- Improved customer service