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As a provider of managed IT services to a large number of businesses, often supporting mission-critical IT systems and applications, telephone support is an essential part of their toolkit, responding as needed and in real-time to their customers’ needs. Telephone support is subject to peaks and troughs and although these were handled well with no noticeable degradation in service for the majority of calls, on occasion, some support issues were leading to extended call times and this meant that calls started to queue for longer than were considered acceptable. 
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Mitel MiVoice was the existing central communications platform for the company and was handling large call volumes as a result of significant expansion in business levels. 

The one piece that was missing was an effective contact centre solution. Mitel were already the supplier and maintainer of the eNerds communications solution and so a meeting was arranged to discuss these issues and possible resolutions. Their local Mitel partner is a specialist integrator of comms technology and was able to suggest a unique solution to the issue that would be a truly collaborative piece of work. 

    Goals 
    • An effective contact center solution 
    Results 
    • Simple reporting on call volumes, trends, peak times and more ensures the call handling process can be adapted on-the-fly 
    • Call flows can be modified on demand in response to changing demand 
    • Reporting insights ensure the call handling team can be expanded dynamically 
    • Timely, first class support is delivered by IT experts, every time 

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