Case Study: Business IT Specialist

About The Customer

This leading Business IT specialist deployed a cloud-based communications system from Wavenet to boost workforce productivity.  The Skype for Business platform included a bespoke advanced call routing solution to benefit the business' customers requiring out-of-hours assistance. 

The Challenge

In light of a growth in business, the customer wanted to replace its existing VoIP  system with a new cloud-based solution that would improve internal  communications, especially between its remote workers and those based  at the company’s headquarters in Sheffield. In addition, the customer required a  bespoke and advanced call routing solution that could work alongside  the unified communications platform outside of standard business hours. 

The Solution 

Following in-depth discussions,  the customer chose to deploy a  communications platform from  Wavenet. Wavenet’s Skype for Business solution allows employees to  talk, instant message, email, video  chat and take part in conferences  using a variety of devices, such as  landlines, smartphones, PCs, and  tablets. By having a number of  communication tools at their  disposal, employees now work as  a single cohesive unit, regardless  of their location. 

In addition, Wavenet’s team of experts  built a tailored call routing solution  for the customer that integrates seamlessly  with the portal  platform.  Outside of standard business hours the solution automatically  authenticates incoming calls from  those clients that have signed-up  for the customers out-of-hours service.  The call will then be seamlessly  diverted to those engineers who  are ‘on call’ for that particular  evening or weekend, ringing their  mobile phones simultaneously  until the call is answered.  

Clients  that have not opted into the out-of-hours service have their  calls sent to voicemail. Since  adopting the bespoke software,  the customer has witnessed an increase in customer satisfaction levels from  clients requiring assistance  outside of standard business  hours. 

In addition, Skype for Business with Wavenet comes  complete with a unique portal that  allows real-time management,  allowing Kilco to evaluate the  usage and productivity of its  employees, plus monitor costs. 

"We decided to replace our traditional VoIP system with Skype for Business with Wavenet because of their ability to think outside of the box to develop additional innovative functionality that promotes efficiency and saves money. Many of our clients require out-of-hours assistance and the advanced call routing solution helps our engineers to react to enquiries more effectively."

With Skype for Business set to retire on July 31st 2021 businesses will now look to make the migration to Microsoft Teams.

This upgrade also gives them the ability to utilise TeamsLink and create a true Unified Communication platform that allows easy collaboration and communication across organisations of all sizes.