Our customer, a leading healthcare company that provides lifesaving medication and technologies to patients, are moving to the cloud and Teams globally, transforming their working practices and methods of customer contact.
Challenges
They are grappling with an outdated and costly voice system, crucial for delivering urgent medical services to critically ill patients. Employees on the front lines, such as those urgently providing special nutritional supplements for newborns weighing less than 1lb, are facing significant challenges. These include manually copying and pasting phone numbers into the CRM, performing manual callbacks, experiencing high rates of dropped calls without analytics, and dealing with a subpar recording solution.
Solution
Phased telephony migrations are underway, with the first phase moving 7,500 users to Teams Phone globally. Subsequent phases will eventually transition all 80,000 users to Teams Phone. Additionally, six legacy call centres are being migrated to a Luware Nimbus Teams Certified Contact Centre, starting with our clients UK Runcorn site, which has 80 agents. This migration includes a Salesforce integration and an advanced call recording Proof of Concept (POC) with Call Cabinet. Resonate is also providing a global managed service, including automated number management, for their Teams telephony estate
Outcomes
Operational cost savings are being achieved through the removal of end-of-life PBX systems and the centralised, consistent management of telephony, enhanced by automated tools and analytics. As the Teams transformation progresses alongside a CRM migration to Salesforce, both employee and customer experiences are being significantly improved through integrations, automation, and advanced analytics. Resonate architects are leveraging the Power Platform to create a fully integrated contact centre and CRM solution. This includes automation features such as CRM pops for tickets/preferred agents, self-service options, and callback requests, all designed to boost employee efficiency and allow them to focus on enhancing customer experience. Advanced analytics are being utilized to understand failed calls and perform automated callbacks. This will be further enhanced upon the successful completion of a call recording Proof of Concept (POC), providing valuable analytics for agent training and compliance.
Resonate’s technical expertise in voice and the Power Platform has transformed a standard Teams Phone migration into a significant opportunity for our client to improve employee productivity and enhance patient experience.
