Claims Management Solution

Background

With an on-premise legacy system, BT landlines and a 20-year old telephony system, enabling employees and contact centre agents to work from home was far from straightforward. This claims management organisation was spending around £40,000 per year on infrastructure including costly line rental and IT support and was using non-geographic 03 telephone numbers.

Those had to be redirected to agent's mobiles to enable remote-working. Internal collaboration was conducted via Microsoft Teams. FourNet proposed a cost-effective, cloud-based subscription model in a cost-neutral re-engineering of the Group's contact centre telecoms.

Solution

With England's second lockdown looming in late 2020, FourNet embarked on its new 'Sprint approach' to installation. A future-proofed Teams-integrated contact centre solution was chosen. The first phase delivered a Teams telephony solution across the Group within just 10 days.

The second phase delivered full contact centre functionality for a new Enghouse contact centre, fully integrated with Microsoft Teams including skills-based routing, call back options and call recording.

Benefits

  • Fully integrated Microsoft Teams telephony system

  • Enghouse Interactive contact centre solution

  • Enghouse Quality Management suite including call and screen recording

  • Intelligent Managed Service

  • FourNet Agile Cloud technology

  • Cost neutral solution

  • No requirement for costly Microsoft calling plans

  • Extra-speedy installation through FourNet sprint approach

Key Statistics

  • Contact Centre

    1

  • Staff

    110

  • Agents

    80

  • Calls Per Year

    500K
We are extremely pleased with the cost-effective, cost-neutral solution delivered by FourNet and the 'sprint approach' which delivered the first phase of our new system in a matter of weeks rather than months. Because FourNet has integrated Teams into the Enghouse Interactive contact centre solution, we are also saving on what otherwise would have required us to purchase an expensive Microsoft calling plan.

Client, Head of IT