Breaking enterprise limitations with cloud communications
Country Road, Australia
CC4Teams Distributor: Channel UC
Breaking enterprise limitations with cloud communications
Country Road
Country Road is a household name in the Southern Hemisphere, with over 600 shopfronts and several head offices to manage. With such a vast network, the company’s communication requirements are significant. Therefore the need for a reliable and efficient contact center solution is paramount.
To meet these requirements, Country Road sought to implement a solution to boost service levels and take advantage of advanced features like PCI-compliant call recording, real-time analytics, reporting, and live agent monitoring and management. They also needed a system allowing team leaders to create customized reporting dashboards with easily digestible visual statistics and actionable insights.
Microsoft Integrations
CC4Teams and Call Cabinet, a leading contact center and PCI-compliant call recording solution that integrates completely into Microsoft Teams, proved to be the ideal solution. With CC4Teams, Country Road only had to download one app (Teams). As CC4Teams required no on-premise hardware apart from a desktop or mobile device with an internet connection. The advanced features of CC4Teams opened up a whole new world of possibilities when streamlining call flows and integrations.
Before implementing CC4Teams and Call Cabinet, Country Road struggled with the limitations of Skype for Business and Espera. These solutions led to inaccurate call statistics, sub-standard call reporting, and a lack of customization. Adding new users was a manual and complex process. Also, engagement was difficult, and there was a complete lack of presence status and accountability.
Easy to use
However, with CC4Teams, Country Road was able to set different automated answering recording IVR flows, provide call-back options, and allow for advanced queue handling. As a complete omni-channel cloud solution, CC4Teams has been instrumental in enhancing efficiency and caller satisfaction across the board.
Since implementing CC4Teams and Call Cabinet, Country Road has witnessed significant improvements. Reports are now accurate and contain valuable insights, making it easier to identify areas for improvement and take proactive steps to address them.
The decision to choose and roll out CC4Teams and Call Cabinet was made after a detailed analysis of Country Road’s communication requirements. The solution has been a game-changer, providing the company with a reliable and efficient contact center solution that has improved service levels, enhanced efficiency, and boosted caller satisfaction.
Channel UC is CC4Teams distributor in Australia
