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Our customer had no visibility whatsoever for the reception/administrative staff that enabled them to view the overall number of calls, parked calls and warm transfers, thus managing call distribution was a difficult task. One of the customer’s major requirements was to have the ability to supervise calls, from a user and call queue perspective.
We chose CC4Teams as our solution, a cloud-based contact centre solution designed to integrate with Microsoft Teams.
Our incumbent supplier had shown us many reception console solutions, including Landis, Anywhere365, and Computer Talks (ice) – to name a few, all of which were not able to ensure that their products could seamlessly integrate with MS TEAMS to the extent of our customer’s requirements. Moreover, the project implementation was too expensive and was handled by many people who were not able to provide clear timelines for the delivery of the solution.
Thankfully, just when we thought we had exhausted all options, PRO CRM introduced us to the Channel UC team.
During our demo process of the CC4Teams product, we discovered that the same product was also offered by our preferred vendor, with whom we had been dealing for the past 10 years or so. However, this vendor had for some reason decided not to position the CC4Teams solution to us.
PRO CRM was confident in the CC4Teams solution. During Channel UC’s presentation, Their confidence and pride in the CC4Teams product suite were evident. They answered all of our questions easily and efficiently – all in terms that were understandable and applicable to our wider team. We were totally blown away by the teams professional presentation of the CC4Teams product.
Our existing vendor did not deliver a presentation that complements the capabilities of the CC4Teams product as well as it should have been, hence, we lost all confidence in their ability to provide a contact centre solution fit for our requirements and time constraints.
As we were working with strict timelines, PRO CRM ensured and promised that the implementation would be carried out directly with Channel UC’s team. PRO CRM went as far as covering the professional services fees associated with our solution to ensure that deadlines were met – this certainly put their proposal in another league – they were a clear winner for us!
All promises, solution features and requirements were met. All expectations have been exceeded. We are happy with the solution and how it has streamlined our internal telephony management.
The staff will use MS Teams via phone and mobile phones to support a variety of business functions. With MS Teams from Channel UC, they can make and receive calls, send and receive messages, hold video conferences, and collaborate on documents and projects. These services will allow staff to stay connected with colleagues and customers, regardless of their location.
In addition, MS Teams can support a range of other business functions, such as project management, file sharing, and team collaboration. By using these services, staff can increase their productivity and efficiency, as well as improve their ability to communicate and collaborate with others. Overall, MS Teams from Channel UC is a powerful tool that can support a variety of business functions and help organisations achieve their goals.
The Channel UC Solution we are using, ContactCentre4Teams (CC4Teams), is providing key benefits and improvements to our business. One of the main benefits is increased efficiency amongst our employees, as the solution streamlines communication and collaboration processes. With CC4Teams, our staff can easily access customer data and communication channels, helping them to respond to inquiries quickly and efficiently.
Channel UC understood our client’s requirements and worked on a solution that would allow inter-tenant calling on their SBC. Channel UC efficiently provisioned the services, enabling us to commence the deployment of the clients’ tenancies and meet the required deadline. Channel UC’s support team were hands-on to address queries and resolve issues that arose throughout the deployment.
