Polymorph build a virtual call centre using Microsoft Office 365 Enterprise E5

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A nationwide automotive service provider enhance their customer services provision and improve customer satisfaction with a virtual call centre running on the Microsoft Office 365 E5 plan.

Challenge

Our client was looking to set up a virtual customer call centre that would allow call centre agents to answer questions or queries from their members, from wherever they work. This team was also tasked to help with renewals and new member enquiries. They wanted to create a virtual helpdesk, staffed by home workers as well as office based employees, that would link into their live chat functionality on their website. With no internal IT expertise, and so they reached out to the Microsoft community to work with a partner to deliver this project.

Solution

As the selected method to build the environment was heavily reliant on the use and functionality of Microsoft Office 365 E5 and Azure, our client selected Microsoft Gold Partner Polymorph, specialists in this field, as their preferred choice to help deliver this project.

Scalable desktops within a Microsoft Azure infrastructure were implemented. Desktops running Windows 10 clients would be scalable and fit the size of the business. The remote home working agents would use the Skype for Business PBX agent for call management to receive and record calls as part of the service. Call routing was also set up to divert different customer options to various teams in the business, whether staffed by employees working from their homes or from their office. 

Results

They now run a scalable virtual call centre providing their customers with the service required and expected in this industry. With the Office 365 E5 solution in place the option for scalable growth in the team comes with ease due to the flexible licencing model of the Microsoft cloud platform and an easy to manage cloud hosting ability using Microsoft Azure.

Client

The organisation was launched in response to demand from a wide range of customer groups who wanted to be able to enjoy all the benefits of being a part of a large fleet of vehicles, providing total confidence of professionally managed support for the service, repair and maintenance of their vehicles at national fleet rates.

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