The Challenge –
Utilita were using an on-premises dialler solution for several years. This initially worked well for them, however over time they faced numerous challenges with their existing solution, which included:
- Lack of bug fixes.
- No recent new features.
- Hardware capacity with limited scalability.
- Dialler Management through multiple interfaces.
- Bespoke configuration required technical knowledge.
- Lack of hardware resilience.
- Multi-site functionality
“Working with MaxContact has allowed us to be part of the development road map, we have suggested several features which have ended up being part of the solution. Regular software upgrades provide us with the confidence we’ve chosen a solution which is continually developed to meet our needs now, and in the future.” Drew Naylor – IT Manager
The Process –
It was important to Utilita to not only choose the right solution, but also the right company to work with. Over the years, the dialler solution had become an integral part of the business; it generated a large percentage of their new business sales, while also handling inbound calls from customers and prospects.
Having used a blended dialler solution for many years, Utilita had lots of experience in the contact centre market and knew the importance of choosing a solution which could grown their business. During the procurement process, Utilita were impressed by the excellent contact centre industry knowledge possessed by MaxContact staff, as well as the reflection of this in the system design.
The Solution –
True Cloud, built in Microsoft Azure Platform, ensuring security, resilience and compliance as standard.
Scalability with no hardware limitations. Utilita have increased from 50 to over 350 users at the flick of a switch.