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Econocom

With nearly 11,000 employees across 19 countries, Econocom accelerates corporate digital transformation. While working to establish a next-generation offer in IT support, they began searching for a company that could provide the robust contact center solution component that was required.
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Econocom selected MiContact Center Enterprise and created OneDesk, a next-generation offer in IT support based on their new Mitel contact center solution. OneDesk now handles 2.5 million incoming calls a year, which is over 10,000 calls a day.

“We have chosen Mitel because we like its broad range of functions and robust infrastructure that matches our geographical locations."
- Samy Ouharzoune, Unified Systems and Communications Engineer at Econocom

Goals
  • Leverage the right contact center solution to build new offer around
  • Improve the customer experience
Results
  • Optimized multi-channel and multi-device customer experience
  • Significant cost savings due to features like customized reporting reducing the amount of staff needed
  • Increased system security and rate of availability

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