Technology to support growth and rationalise costs
Moores Furniture Group has grown to become one of the UK’s most experienced furniture manufacturers and was looking to improve its customer experience with an upgraded contact centre.
The challenge
Moores Furniture Group is experiencing an exciting period of growth. With an increasing number of agents joining the company, the business needed to upgrade its technology to support its workforce in a flexible way.
Whilst there was a desire to refresh their technology, there was also a drive to rationalise and streamline costs across the business. Lines and calls were identified as an area where these savings could be achieved.
It was essential that the new solution provided resilience for Moores Furniture and could scale and grow alongside the business over the long term.
The solution
Moores Furniture is a long-standing customer of NGC Networks Limited, a CloudClevr company. CloudClevr has supported all their telephony requirements over many years, migrating them from analogue to IP technology, ensuring their technology was always current.
To help the Group’s technology keep up with its growth, CloudClevr implemented an Avaya Contact Centre solution with a dual server edition, comprising a primary and secondary setup as well as Liquidvoice call recording for training and compliance purposes.
Moores was also running dated ISDN analogue lines and with the switch off fast approaching, it was a logical time to upgrade to SIP technology.
Additionally, mobility was a key element of the new solution, providing flexibility for Moores’ workforce to utilise any UK network to ensure optimum coverage.
With the use of softphones, the team can work productively regardless of location. NGC also ensured Moores were able to keep their mobile devices secure and GDPR compliant through the supply of an IBM MaaS360 Unified Endpoint Management solution.
The results
Moores Furniture now benefit from a highly resilient software-based solution with the potential to move to the cloud in the future. SIP connectivity provides free calls to landlines and UK mobiles, driving further savings for the business.
The integrated call recording solution facilitates essential staff training and improves the customer experience. Alongside this comprehensive contact centre reporting provides the management team with key metrics on calls and time management to keep agents productive.
Overall, the Avaya solution provides a highly resilient onsite, multi-server solution, which provides essential business continuity. And should the worst happen, there is a disaster recovery plan in place to keep the business on track.
