Vodafone Business & RingCentral Unified Communications

Existing telecom infrastructure was unable to keep up with the rate at which they were growing.

Existing system didn’t enable them to let their employees work remotely.

Old system had no auditing feature to track who made changes to the system, nor did it have any real call-recording capability.

The phone system offered no mobile capability, requiring all employees to be in the office, using a physical hard-line phone.

By using the video solution, they have noticed a 30% increase in productivity improvements.

The system consolidated many of the functions they needed into a single solution (mobile apps, analytics, video conferencing, security auditing, and call recording).

The system was extremely easy to use and didn’t require much user training.

Use of the video capability to carry out remote consultations and inspections of client facilities.

With its old telephone system, the organisation was finding it difficult to efficiently direct the increasing number of daily phone calls – from prospective holiday makers, current customers, property owners, etc. – to the appropriate teams and locations.

The old system didn’t allow them to easily balance call traffic according to each team’s capacity.

There was an inconsistent experience across all locations and offices.

Another problem was the system’s increasing vulnerability to outages.

The legacy phone system impeded their ability to provide outstanding customer service due to its limited phone features.

The solution and its extensive call management capabilities made it considerably easier to manage call flows and route calls to the right people. The agency can now set up call-queue groups in minutes.

The company now also has access to real-time data and analytics to monitor agent performance and make informed decisions about call management.

No longer susceptible to outages.

Enabled them to provide their staff with the tools required to work remotely – an ambition the agency had in mind even before lockdown.

The legacy phone system lacked the functionality they needed and required too much onsite infrastructure.

Given how it wasn’t integrated with the other technologies or systems used, this led to a disjointed communication flow that meant that if someone called into one part of the business and needed transferring, the experience would not be ideal.

Email and telephony were separate. Agents responding to emails had to type them out in their email program which took time and led to an inconsistent voice and even inaccurate answers.

The solution was selected over other vendors due to its ease of use, flexibility, and cost.

It offered a truly integrated phone system which meant that the whole business could use the same phone system and benefit from the same user experience.

The system could integrate with all their existing tools such as email, chat, and CRM to provide them with a single unified view of the customer.

The system let them integrate email into the agents’ workflows and preload answers to common questions.

Better staff flexibility and mobility.

In the past, staff needed multiple electronic devices to carry out various tasks on the shop floor – scanning barcodes, taking inventory, etc. However, they consolidated all the services into a single multifunctional handheld device – which was lacking telephony.

Staff had to carry around a separate phone to make calls. If they didn’t have a phone, or if they needed to take a call, they had to find the nearest landline phone in the shop.

Needed to manage out-dated, on-site hardware.

Being cloud-based meant that they didn’t have to own or maintain phone hardware assets anymore.

Better and more streamlined internal communication with built-in company directory, advanced call forwarding, and other capabilities.

Better customer service as staff have the tools to address customer questions more quickly.

The existing technology communications stack couldn’t keep up with rapid global expansion. It was ineffective and costly, built on a legacy phone technology with disparate communications tools.

The existing communications infrastructure was localised, rather than centralised, meaning that they had different communications hardware at each of their locations.

Lacked integration across various solutions.

The solution was cloud-based and centrally managed.

Offered one platform for entire communication stack – message, video, and phone.

Helped them save money by reducing their ISDN lines and PSTN numbers.

Empowered their staff to communicate and be reachable from anywhere.

Existing telephony infrastructure consisted of on-premises phone systems, with physical phones on every desk. This wasn’t conducive to the remote working requirements mandated by the UK government during lockdown.

Existing provider’s mobile option fell short of the organisation’s needs in several ways – from quality and service to the fact that it didn’t integrate well with other communication solutions.

Quick and seamless deployment and implementation process – from calling the company to company-wide rollout took a couple of days.

Noticed a downward trend in their telecom capital costs. With the solution, staff are using laptops and mobiles, so there is less hardware to worry about buying and repairing.

By enhancing their communications stack, this has enabled them to better serve their customers – especially when they needed it most.