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The Wise Group

In 2012, The Wise Group realized 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. 

After investigating several unified communications systems, The Wise Group ultimately decided on a Microsoft partner to install, deploy and support a Microsoft Lync Server and MiContact Center for Microsoft Lync infrastructure. The Wise Group chose Lync for its flexible and dynamic feature set: the application integration with the Microsoft Active Directory, Outlook, Office and Sharepoint and Office365; the ability to unify all communication channels and a rich mobile client; and the ability to easily roll out “pop up” offices as their business needs without requiring new phone systems and phone lines.

“Ultimately, MiContact Center has led to an improvement in the way we interact with our customers and overall customer satisfaction,” said ICT Manager Barbara Ferguson.

    Goals
    • Move from an outdated, legacy PBX to a more flexible solution based on the Microsoft stack that could suit their ever-changing business needs while leveraging Lync and Office365
    Results
    • Improved contact center management and reporting 
    • Increased productivity of contact center agents 
    • Improved customer service 

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