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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.

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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SIMILAR SUCCESS STORIES
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Case Study
Skagit Valley Co-op

Originally operated out of a church basement, the Skagit Valley Food Co-op facility now occupies half of a city block with an adjacent space for food production. The co-op has used Mitel MiVoice Office 250 with a primary rate interface (PRI) connection and T1 phone line since 2014.

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Case Study
The Van Mossel Groep

In Belgium, VMG needed uniformity. Through several acquisitions, VMG grew rapidly, but this simultaneously resulted in using various disparate legacy phone systems that were time-consuming to manage.

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Case Study
Tien Wah Press

Tien Wah Press had an aging telephony system that was inefficient and expensive, so they switched to a modern, IP-based unified communications solution, saving 50 percent on telephony costs.

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