For loyalty program specialists ACIEM, voice communications are an essential part of daily operations.
ACIEM rely heavily on the functionality and reliability of their in-house call centre while operating under the strict network security protocol required by some of their high-profile clientele. The strict security in place posed many challenges a traditional PABX couldn’t overcome. ACIEM needed a full PCI compliant voice communications system that provided accurate reporting on the various inbound and outbound call campaigns they ran for their clients.
In the past, ACIEM used a traditional PBX system that was not customisable and was unable to provide any reporting on the calls they were making and receiving. After looking at various options, ACIEM decided to go with the BroadSoft UC-One cloud communications platform, in partnership with CircleNet and ConnectISP to support their team.
The ability for CircleNet to provide fast, reliable and hassle-free support to ACIEM was a key factor for decision-makers when selecting this voice communication system, due to the business impact of having the phone system out of action.
“We worked alongside Michael and Darren to tailor fit the phone system to fit our specific needs,” said Gayle McGregor, Managing Partner at ACIEM.
ACIEM engaged with ConnectISP & CircleNet to develop a deployment plan to upgrade to BroadSoft UC-One. One of the major requirements of the project was to ensure there was no downtime in between the transition of the old voice system to the new unified communications system. This was achieved through careful planning with Chorus’ provisioning team and CircleNet.
ACIEM’s contact centre requirements were varied by client, each queue is heavily customised to ensure ACIEM meets the targets set by their clientele as well as provide reporting on specific call metrics. With over 15 contact centres to design and implement Darren and Michael quickly went to work in designing each queue to ACIEM’s requirements.
“Throughout each step of the process the team were transparent, available and flexible. We had a few instances where we asked for changes to the schedule, due to internal discussions. Michael and Darren accommodated our changes and went out of their way to ensure that our staff were happy and could continue to work without interruption.” said Gayle McGregor.
ACIEM now have a cloud unified communications system that perfectly fits the needs of their clientele while adding collaboration tools for their internal team to communicate more effectively using chat and screen sharing. CircleNet, Datacom and ACIEM have also worked collaboratively to ensure the security benefits built into the Broadsoft UC-One voice communication system are maximised to enhance device security.
“The team made the transition easy and seamless, taking care of the planning, shipment of devices, scheduling of install, communicating directly with myself and gave 1-1 user training on the new system, as well as removal of the previous devices. We know we’ve made the right choice with Darren and Michael”– Gayle McGregor