The Breakdown
- Technology Category: UCaaS and CCaaS
- Customer Type: Mortgage and Protection Broker
- Industry: Financial
- Size and Scope: 150 CC seats, 100 UC seats
- Winning provider: Zoom
- Competitors: RingCentral, AVAYA, Masergy, Mitel
- Source: Avant Communications
The Details
Current Situation:
The client had a CCaaS solution, which overlaid an on-prem PBX.
The PBX was end of its life, and the customer was not happy with the level of support and service they were receiving, so they were looking for a solution with increased levels of both. They also utilized Microsoft Teams.
Therefore, an integration with Teams was an additional benefit, if applicable.
The Solution:
Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) cloud-based solutions from Zoom Communications.
The Process:
The customer already had several vendors they wanted to look at but was also open to any additional options the Trusted Advisor wanted to bring in.
Avant Communications and their UCaaS/CCaaS Solution Engineer were able to demonstrate that Cloud is the best route for the customer’s business, which helped launch and refine the vendor selection process.
How did AVANT support the decision-making process?
There were multiple customer meetings during which AVANT SEs demonstrated a good knowledge of the market and trends that would impact the customer.
A full report was put together for all potential vendors, highlighting vendor differentiators and showing how they could each meet the demands of a rapidly expanding business.
This made the process very smooth. All feedback and notes were passed to vendors and included in subsequent demos and SE meetings, saving time spent on recapping information for those just joining the opportunity.
With the added help of Pathfinder tools*, the vendor selection process was streamlined significantly.
Within one week, the customer narrowed their choices from eight to three – a task that was mentioned to take up to 3 months, previously. The customer has said they will run other projects in the same way from now on.
AVANT Sales Engineers can be a crucial resource for helping with technology provider selection quickly and efficiently.
Conclusion
CCaaS and UCaaS are a great way to improve the employee and customer experience. If your PBX is at the end of its life, costly to maintain, and you are not getting the support you deserve, it is time to look at CCaaS and UCaaS solutions.
Schedule a free consultation and discover how you can access invaluable technology and vendor insights, leverage next-generation Pathfinder tools, and provide a connected experience for your organization!
