About The Customer
This leading Business IT specialist deployed a cloud-based communications system from Wavenet to boost workforce productivity. The Skype for Business platform included a bespoke advanced call routing solution to benefit the business' customers requiring out-of-hours assistance.
In light of a growth in business, the customer wanted to replace its existing VoIP system with a new cloud-based solution that would improve internal communications, especially between its remote workers and those based at the company’s headquarters in Sheffield. In addition, the customer required a bespoke and advanced call routing solution that could work alongside the unified communications platform outside of standard business hours.
Following in-depth discussions, the customer chose to deploy a communications platform from Wavenet. Wavenet’s Skype for Business solution allows employees to talk, instant message, email, video chat and take part in conferences using a variety of devices, such as landlines, smartphones, PCs, and tablets. By having a number of communication tools at their disposal, employees now work as a single cohesive unit, regardless of their location.
In addition, Wavenet’s team of experts built a tailored call routing solution for the customer that integrates seamlessly with the portal platform. Outside of standard business hours the solution automatically authenticates incoming calls from those clients that have signed-up for the customers out-of-hours service. The call will then be seamlessly diverted to those engineers who are ‘on call’ for that particular evening or weekend, ringing their mobile phones simultaneously until the call is answered.
Clients that have not opted into the out-of-hours service have their calls sent to voicemail. Since adopting the bespoke software, the customer has witnessed an increase in customer satisfaction levels from clients requiring assistance outside of standard business hours.
In addition, Skype for Business with Wavenet comes complete with a unique portal that allows real-time management, allowing Kilco to evaluate the usage and productivity of its employees, plus monitor costs.
"We decided to replace our traditional VoIP system with Skype for Business with Wavenet because of their ability to think outside of the box to develop additional innovative functionality that promotes efficiency and saves money. Many of our clients require out-of-hours assistance and the advanced call routing solution helps our engineers to react to enquiries more effectively."
With Skype for Business set to retire on July 31st 2021 businesses will now look to make the migration to Microsoft Teams.
This upgrade also gives them the ability to utilise TeamsLink and create a true Unified Communication platform that allows easy collaboration and communication across organisations of all sizes.