The Weiss Group

Weiss’ contact center handles inbound service calls for subscription issues and a significant amount of outbound marketing and sales calls, primarily to existing customers. James Santillo, who runs the center, describes the environment as very high-touch – the customers who call are extremely high value, often spending thousands of dollars for subscriptions to financial information that can be very time sensitive. The key challenge the company faced was coping with an outdated telephony infrastructure for both its business users and its contact center agents.

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The company needed to move to a more advanced digital platform for its core PBX functions, and considered the options that were offered through its leasing vendor, but they were not satisfied that the vendor in place at that point could draw them a roadmap for continuing upgrades that was cost-effective for both business and contact center users. And if possible, Weiss wanted to cut infrastructure costs, not raise them.

They wanted to see if it would be possible to reap the benefits of advancing technology to have a better phone system for less, so they started looking around to see what other options might be a good fit. When looking at the various options on the market, they came across Mitel, a Canadian company that was building an inbound contact center platform for Lync, even before the product was formally on the market.

Santillo says that the Mitel option wasn’t a full-blown contact center, “but it turns Lync into one.” Weiss wasn’t in the market for a full-fledged contact center system, so this was a perfect option for them.