Product hero

Söderberg & Partners

This Sweden-based insurance broker's disparate communications infrastructures couldn't keep pace with their rapid growth, so the company began searching for a seamless, flexible solution that would provide omnichannel capabilities, boost contact center productivity and streamline operations.

After deploying the latest MiContact Center Business platform, the company's customers gained the freedom to interact on their preferred device using the media that works best for them. On top of that, agents and supervisors now have the tools necessary to effectively manage their customers’ omnichannel journeys.

Key features of their new solutions include: voice, web chat, SMS, email and social media integration; speech recognition and text-to-speech; customizable real-time dashboards; extensive reporting tools and omnichannel case management; outbound dialing and messaging; and much more.

“Working with Mitel has been a great collaborative experience, enabling us to test all the new features and functionality of the latest contact center solution in a controlled environment."
- Ola Sandvig Pettersen, IT Manager, S&P Private

    Goals
    • Integrate contact center, telephony and email platforms
    • Deploy a unified, scalable, simplified system
    • Consolidate client-based and web-based technology to enhance productivity, operational efficiency and overall service levels
    results
    •  Omnichannel capabilities have given customers the flexibility to engage with S&P on their preferred device
    • Seamless transitioning between channels has improved productivity and customer service levels
    • Ease of administration means more streamlined operations and better allocation of resources
    • Increased resilience, back-up and compliance for business continuity 

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