He also couldn’t manage it remotely because. The existing system was very old. In the event of a power outage, the company. Had to send locals to repair the on-site phone system, which could take several days. This can take time. In the meantime, customers couldn’t call journey beyond.
The ivr is also not standardiz across the company. Because. The ivr was recorded with the voices of employees from different business units.The caller had no idea that they were from the same department.
Incoming calls to beyond journey’s toll-free number were also adding to operating costs. “we paid per minute for calls made to our toll-free number,” he said. A high volume of money meant huge costs.
Implementing A Unified Communications Platform Journey
Beyond set out to transform its Maldives Email List contact center to overcome bottlenecks and take customer engagement to the next level. The first step was to establish a common unified communications (uc) platform across the business and integrate with the new contact center (cc) solution. After evaluating several uc and cc solutions, journey beyond chose ringcentral’s unified ucaas and ccaas platform, ringcentral mvp and contact center.
We started evaluating multiple vendors in the first quarter of 2021,” said majumda. The software evaluation process took three to five months, after which implementation began in august 2021.
The Company Has Also Moved To Soft Phones And Headphones
By getting rid of physical phones. “I bought a good quality noise canceling headset. Although they had CH Leads ringcentral’s premium support, they decided to learn everything about the solution and take full control of it. So integration and pre-deployment was done entirely by ringcentral, but we trained several people on the team on the solution over time. Looking back, this was our best,” explained majumda.
You need people who you can email, and you need them quickly. Oh, and if you could get them pretty cheap, that’d be great too.