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Warmworks

Responsible for delivering the Scottish Government’s nationwide energy efficiency scheme, Warmworks relies on a high-quality contact centre function.

The call quality has improved and the highly resilient, cloud-based solution means that the system requires a lot less maintenance. The contingency is now covered, freeing up the IT team to get on with their day jobs. The Optymyse wallboards from SJS Solutions seamlessly integrate with the Mitel platform and display real-time call handling metrics, which are very useful in measuring and analysing service levels.

“The new system is stable and operating well. Mitel supports the system during office hours but we rarely have to log a support call. The collaboration between Mitel and Warmworks has been positive. Overall, we’re very happy with the results of the MiCloud Connect implementation.” - Michal Drozdowicz, IT Development Manager, Warmworks

    Goals
    • Replace a legacy PBX that lacked functionality
    • Implement the necessary contact centre features to help move the business forward
    • Reduce the undue strain that the legacy telephony system was putting on IT resources
    Results
    • A stable and resilient contact centre solution
    • Seamless integration of telephony, mobility and collaboration services
    • A comprehensive range of features and improved call quality
    • Better allocation of IT resources

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