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Connect group

Connect Group needed to consolidate multiple outdated telephony systems and contact centers for its 80 locations. The Mitel solution was just what they needed to dramatically reduce costs while improving customer service, collaboration and operational efficiency.

“Mitel has helped Connect Group optimize a well-understood and mature business to enable further business opportunities, increase the use of customer self-serve and ultimately improve customer service responsiveness," said Richard Webb, CIO of Connect Group. "The combination of best total cost of ownership and service excellence underpins our long-term relationship.”

    goals
    • Replace disparate legacy telephony systems and 
    • Consolidate contact centers
    • Increase visibility for customer service tracking and reporting
    • Increase resilience for business continuity
    results
    • Contact center consolidation, from four to two
    • An impressive £500,000 cost reduction in first year of operation
    • Resilience and back-up for business continuity
    • Increased operational efficiency and overall improvement in customer service responsiveness
    • Better allocation of resources, with approximately 30 percent of agent call volume now going to the customized IVR

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