Large scale Contact Center

Large scale Contact Center

Case Scenario

Inflight Enterprises is a market leader in standardized mortgage and insurance related products across the European continent. The products are offered by 25 offices, which employ more than 3000 professionals. Due to legacy reasons, a variety of contact center vendors are used across the different offices, with most implementations already beyond their end of life. These different systems have resulted in escalating costs to manage properly and have become a significant problem for efficient intra-company communications. Also, customer representatives hear more and more complaints from clients that are increasingly frustrated with the way the company handles their inquiries, which is only accessible by phone during regular business hours.

These challenges, coupled with an aggressive growth strategy that will result in a significant increase in the number of offices and employees, have resulted in the decision to replace all legacy PBX systems with one, unified Microsoft Lync infrastructure across the whole organization, in combination with the Unified Contact Center (UCC) of Anywhere365. Apart from a dramatic reduction in maintenance fees due to a single system, the company is also able to decimate the telecommunication fees due to the switch to SIP Trunking. Since Lync does not offer full scale Contact Center functionality, Anywhere365 was procured to offer next-generation UCC functionality.