Customer Case Study
Services: IT Connectivity | Telephony | CRM Integration
A leading national removals company with over 25,000 drivers around the world to stay in touch with.
AnyVan is a European transport, moving and delivery company based in London they provide a cost effective, environmental solution to transporting goods.
Our Telecoms Consultants determined that a Mitel IP telephony solution combined with MiContact Centre was best suited to their specific requirements and future business aspirations due to it’s enterprise level capabilities and the useful features within the Mitel Phone Manager application suite.
To accommodate their international presence and the requirement for over 20k DDI numbers, we installed the Mitel IP system utilising both UK and European SIP providers and to ensure that the correct number was displayed on every outgoing call all UK calls are routed through the UK SIP trunks, whilst the European branches route through SIP trunks provided by a supplier from that country. All calls are easily managed via phone manager which automatically shows the country the call is coming from.
Using the excellent call routing functionality of the Mitel MiContact Centre (MiCCO) product, we were able to power AnyVan’s large UK call centre. Setting up incoming calls to route through a combination of standard ring groups and automatic call distribution groups (ACD) to improve business efficiency and provide better customer service.
The call reporting functionality of the MiCCO enabled AnyVan’s Supervisors to monitor user usage and provides performance statistics such as how many calls are answered, how fast they are answered, a location breakdown, call durations and missed calls as well as providing important data to forecast future call volumes.
To enable users to manage calls more efficiently we installed the Mitel Phone Manager application suite. Making transferring calls within the call centre and to other countries much easier. With the integration with Microsoft Outlook, Phone Manager pairs incoming calls with their Outlook address books, identifying the caller before they speak to them. The click to dial functionality from Outlook also saves them a lot of time when calling out.
Finally, in addition to the Mitel Solution we installed a call recording solution to assist with training as well as to provide authorised users to look up call details in cases where there is a dispute.