Solution Used: CC4Teams
What was the initial business challenge that you faced leading up to this project?
There was 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.
Why did your organisation choose MIA Distribution?
"Our incumbent supplier had shown us many reception console solutions, including Landis, Anywhere365, 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 on the delivery of the solution.
Thankfully, just when we thought we had exhausted all options, PRO CRM introduced us to the Channel UC team and Mia Distribution.
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 with 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 and introduced us to Andrew from the Channel UC team at Mia Distribution. During Andrew’s presentation, his confidence and pride of the CC4Teams product suite was evident. He 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 Andrew’s 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 the 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 to 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."
How will these devices be used by your staff and what business functions will they support?
We will be using CC4Teams as a contact centre for Microsoft Team. Hardware used for this is Mobile and Handset devices
What key benefits/improvements is/will your MIA Distribution Solution providing to your business?
Add efficiency amongst our employees and will enhance our end-user experience. Assist us in facilitating the training of our internal team when required.